I stayed at this hotel with my sisters and we were looking forward to a fun trip in Amsterdam. Although the hotel was in an ideal location, that turned out to be the ONLY thing good about our stay at the Best Western Apollo.
For the most part, the staff and service was okay BUT we received horrible customer service and treatment by a gentleman (I use that term loosely), Gerco who was the front desk person who worked at night.
We were given a room at the basement level where it was dark, cold and extremely loud. On our first night, we requested additional blankets which Gerco delivered. However, he became terribly rude to us because our room was only double occupancy but there were three of us in the room. We explained to him that upon us booking the hotel room, we told them that we would have three guests in our room but he continued to insist that my little sister LEAVE the room-- at 1 am in the morning, mind you.
We offered to pay extra to have the three of us stay in the room but Gerco became increasingly rude and persistent. He wanted my sister out of the room. We refused and told him she was not leaving.
We complained to the manager the next day and eventually moved to another room after another night in the basement room. We were told that Gerco's behavior and treatment of guests is normal for him. Its our opinion he should not be in the hospitality industry if he treats hotel guests in this fashion.
Although the rest of the staff was very friendly and accommodating, sadly, I cannot give the hotel a good rating based PURELY on Mr. Gerco's service and attitude.
The first night it was cold in the basement
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
September 14, 2013
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First of all thank you for staying with us and for taking the time to share your comments.
My sincere apologies if the nighstaff did not give you the service you may expect from us. Unfortunately it is not allowed to stay with 3 persons in a double room for safety reasons. Nevertheless I regret the situation but I am happy to see you informed us and we found a proper solution.
Gerco is wellknown for his outstanding service and once again I am sorry if you felt this was different that night.
Hope to welcome you again next time and show you this was an unfortunate incident.
Front Office Manager
Best Western Apollo Museum hotel Amsterdam City Centre
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.