Terrible experience with one of the employees.
On February 29, 2012 we checked into this hotel as we have done many, many times in the past. My young daughter is a patient at Cincinnati Children’s Hospital Medical Center and we travel here from south Mississippi for her health care. We choose to stay at the Best Western in Florence because it has always made us feel so welcome. We love the small town feel (compared to Cincinnati) and have always felt so welcomed by the staff.
On March 1st, we left early in the morning for a full day of testing at the hospital. When we returned, we noticed the beds weren’t made. Everything else was cleaned, but the beds weren’t made. I called to the front desk to let them know. Victoria answered the phone and came up to see. She saw my purse on the bed and told me that they will not make the beds if anything was on them. I explained to her that my purse was not on the bed while we were gone as I just sat it there when we got back into the room.
On March 2nd, the toilet wasn’t working properly. We called to use a plunger and Victoria brought it to my husband. He got the impression that she was not happy, at all, with our request.
On March 3rd, we were gone, all day again. When we got back, the room hadn’t been cleaned at all. I called down to the front desk and told Victoria. She came up to the room to see at 5:10pm. We had just gotten back from Walmart and had several bags on the bed. She immediately told me that having something on the bed would prevent them from making the bed. I said, “We’ve already had this conversation.” She said, “You will not yell at me.” I replied, “I am not yelling; this volume is not yelling.” She then walked out of the room, with no explanation.
Now, let me further explain. My husband was here and can verify this. More importantly, my daughter was here witnessing her erratic behavior. I never yelled. I never cursed. I never gave her ANY indication to react the way she did.
I went downstairs and heard her on the phone, at the front desk, talking about me. I paused for a second to make sure I was hearing correctly as I could not believe she would have a conversation like that right at the front desk for all to hear. I then asked for her name. She told me her name was Victoria and then I asked what her district and regional manager’s phone numbers and names were. She told me to call 1-800-WESTERN. I asked why she wouldn’t give me the information and she told me, “I am not the cleaning staff and I don’t have 30 minutes to clean your room.” I was appalled that she would make such a reference implying it would be okay to fuss at a cleaning staff, but not her, who was apparently above that social level. Of course, this is her perception because, not at one time was I rude. She said, “This conversation is over” and walked away, while I was in mid-sentence. I stepped into the breakfast area and did just that. I called the 800 number and was put through to Judith at Customer Care. She was very helpful and gave me an address where I can send a complaint letter. I explained to her that I didn’t want to stay at this hotel anymore and she told me she couldn’t change it because it was prepaid.
After speaking to Judith, I went back to the front desk to tell Victoria that I wanted to leave a message for her manager to call me. She told me her manager was in my room, cleaning it.
My husband reports that when I left to go back upstairs to the room, she walked into the breakfast room area where he and my daughter were watching basketball and turned the channel, without even asking if they were watching it. She changed it to a music video station. She did not ask either of them if they were watching the television prior to changing the channel.
When I got back to my room, there was a lady cleaning. I asked if she was the manager and she told me she was not and explained that the manager’s name was Brett. I asked her name and she told me it was Lisa. Lisa was very helpful. I asked Lisa to please relay the message for Brett to call me.
Brett called and was very professional. She listened to me and apologized for my experience. I told her that we no longer want to stay here because we don’t feel safe. I realize that’s a strong statement, but it’s absolutely the truth. For Victoria to react the way she did and storm out, in front of small children, for no apparent reason gives both my husband and myself the rightful feeling of uncertainty.
My issue is NOT with the room being unclean. My issue is with Victoria and her unwarranted behavior. The icing on the cake is seeing her behavior AFTERWARDS… After she heard me call Customer Care. She’s ran around the hotel, patting other guests on the back, etc.
After about five years of staying here during our hospital visits, we will sadly have to change our lodging arrangements. It's unfathomable to me that a company would have someone representing them who goes from one extreme to another, without cause. I have submitted a formal complain with corporate. Hopefully they will take measures to correct the situation as no amount of free breakfast makes up for an unbalanced associate.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
I remember your concern personally. On behalf of Victoria, she is sorry for her misbehavior. I have spoke to her, along with ownership, on her attitude; we have taken the time to root to the problem, and we have seen improvement when she is handling situations. I know that you stated you would not stay here again but I truely hope that you give us a chance to see our improvements.
Report response as inappropriate
Noticing a pattern in housekeeping issues, we have hired a new housekeeping supervisor to monitor the rooms in detail for stayover and first impressions service.
I personally would love to have the opportunity to show you that your experience was a one time issue, and has been fixed.
If you have any questions or need assistance with anything please call me at 513-453-2460
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.