Upon checking in late, due to plane and train delays, the night manager wasn't very helpful and was down right rude. Credit card was not authorized, due to possible fraud, as my husband was out of the area of the usual charges By the time it was straightened out the next morning, he had enough of the office staff and for some reason the manager did not want to talk to him. The rooms were not that nice for the price, nor was the so called breakfast. He moved to another hotel that actually was cheaper and nicer. We always stay at a Best Western and this hotel was just not up to the others standards. It definately was not the "best". Our future trips to Groton, will not be at this hotel.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
July 2, 2013
Dear Jill Alley,
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Thank you for your recent stay at our property.
On behalf of our entire team, I would like to apologize for not exceeding your expectations. Your satisfaction is most important to us. I have you as checking in at 12:34 am on 6/27 and checking out less than 10 hours later. I am very sorry about your travel troubles and your credit card fraud. Apparently, this soured your perception of our property; staff, rooms, breakfast. We did extend the courtesy of holding the room for you even though your credit card had declined. The manager was diplomatic and cordial even though being screamed at. When we attempted to obtain an approval on the credit card given to confirm the reservation, an approval for the credit card transaction was declined. At that time, your reservation ceased to be a guaranteed reservation and therefore usually is cancelled.
Assurance of payment is needed by all hotels to guarantee payment and hold hotel rooms. Only this guarantee of payment allows hotels to turn away other potential paying guests. In the future, please be sure to guarantee all hotel reservations with a credit card that contains sufficient credit available to cover the charge of your hotel room. We certainly regret any inconvenience this has caused you.
There have been several guests in that room since your stay and they brought up no issues. We have VERY satisfied guests staying 45, 60 nights or more. They love it here, the friendliness of the staff, all the extra amenities at no charges, etc. They also comment on our huge free full hot breakfast buffet as an excellent free amenity. I'm so sorry we didn't leave you with that warm, fuzzy feeling as well.
I hope that you will consider staying with us again so that we can have another chance to provide you with a superior experience.
If I can provide any assistance, please don't hesitate to contact me directly at 860-445-8000.
Mr. Christie Armaos
Vice President / Owner
BEST WESTERN Olympic Inn
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.