31 Jul, 2019 → by ClaimboUser536351
Extremely Poor Management- worst experiences EVER!

2

I booked a group of rooms for my family reunion at the Best Western Monroe Inn and Suites, Williamstown NJ on January 29, 2019. The booking was set up for the entire weekend. The check in dates were for 7/26 and checkout 7/28. I trusted Best Western would take care of my family with the best care, because you are known to have excellence in customer care. Integrity, both professional and personal, and respect for your guest's dignity. Unfortunately, that was not our experience. At first, I had issues reaching the manager at the hotel. It took several attempts of leaving message after message for, but the manager was never there. I was told he left to drop his son to school, or he left for the day, or he had not arrived yet for the day. I was considering not booking and I was going to choose a different hotel & venue other than Tall Pines, but the director Barbar Spevak (director of Tall Pines) contacted Tom Patel for me because she recommended the hotel. After her call, I received an immediate response. Tom discussed the rates and accommodations with me, then he asked me to type up all that we had discussed, and he would confirm after. I thought that was strange that I had to do work in the process, but I did it. It was almost a week later and I had to reach out to him AGAIN because I never received a response with the confirmation group number. (I have this all documented on email). I finally got a response on February 12, 2019 after multiple times of trying to reach Tom again for my group confirmation number. I should have know then he was not good at managing this hotel and I should have not trusted my family would be handled with care there. However, I regretfully gave it another try. There were multiple unfortunate situations. Two of my family members were asked to leave with their family members on the second day because the hotel had them booked for one day instead of two. My family members did not live in New Jersey, therefore I cannot imagine that they would have only asked for one night during their booking. One of my family members affected by this explained that she felt she was rushed while booking, and both family members said they never received confirmation emails. It seems to be common practice from this hotel because I had to chase Tom down for my group confirmation after I called and arranged everything. I definitely believe this was a miscommunication of the hotel and the fact that no confirmation was produced proves that the hotel is not running their business orderly. Tom Patel was the manager on duty and he did not care AT ALL. He was rude, insensitive, and unprofessional. One of the families asked to leave is handicapped and in a wheel chair. The manager never even offered to place them in a neighboring hotel or any other options for that matter. There was no superior hospitality shown, no customer care. Instead we were treated with anger and a nasty attitude. My family members who didn't have a room had to leave a day early and miss out on the rest of the festivities planned. Tom openly expressed a lack of interest in caring. The second issue was with another member of my family. Her TV, refrigerator, and microwave was not working she. When she asked for assistance Tom was not pleasant, however he did send someone to the room to work on the TV and the microwave. The refrigerator was NEVER FIXED. Upon checkout she was overcharged for her room. We had a group rate for our group booking under PERSON FAMILY. She was told she would be charged extra for the handicap room. This was never explained to me, and I am the group contact person. It was not written in the reservation and rate agreement from the initial group agreement Conf #170919. Therefore she should not be charge hidden fees at check in or during check out. This was never even explained to her during booking. This treatment is unacceptable, and unethical. Our looks forward to meeting once a year and it was planned in advance with hopes that we would have a great time at the venue and a great travel experience at Best Western. I am extremely disappointed that my family was treated this way and resulted in some family members having to pack up and go home early. This is one of the worst experiences I have ever had at a Best Western. I am 100% positive it is due to poor management. Tom needs to be retrained on how to display hospitality to his guests. His actions do not align with Best Western's core values or Human rights policy. On the other hand, the other staff members were pleasant and helpful. The woman handling breakfast area was amazing and the cleaning crew we great.
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