At the beginning of May we stayed at the Best Western Plus Milwaukee Airport Hotel. I booked two rooms at this hotel based on the favorable reviews on tripadvisor and because I like the Best Western hotel chain. The first incident that happened when we first arrived at our rooms was that a member of our party discovered that the toilet in one of our rooms had not been cleaned properly. We contacted the desk and told them about the problem. Because the staff was not available to rectify the situation at that time of day, some of the members of our party were moved to another room. The new room was satisfactory and the beds were comfortable. We were given a discount on the cost of the first night of the problematic room.
The next morning we were favorably impressed with the free breakfast that the hotel provides. It was above the standard of most free breakfasts. During breakfast my daughter went to visit the restroom. She noticed that someone was working in the restroom because there was a cart standing outside the door, but there was no warning sign displayed. The smooth ceramic floor tile did not appear to be wet and she saw no evidence of cleaning. The floor must have been in the process of being washed, however, because as she walked into the room, she slipped and fell. After she slipped, a worker suddenly appeared and apologized profusely. At first my daughter had pain but was able to walk back to the breakfast room, but when she got up after finishing her breakfast, she found that she couldn't walk back to the hotel room. We reported this to staff and they provided us with a wheelchair that we were allowed to borrow as long as we left a piece of identification as collateral. The wheelchair was needed for her to get around in the hotel because it is rather spread out, thus requiring a great deal of walking even just to get from the room to the restaurant.
My husband and I then went out and purchased an adjustable pair of crutches for $45.00 so that she would be able to participate in some activities outside the hotel. The next day we went to visit the Milwaukee Zoo. Since there is so much walking involved at a zoo, we decided that instead of using a wheelchair or crutches for this attraction, we would rent a scooter for her at the cost of $25.00, feeling that this would enable all of us to enjoy the outing more fully.
After a two night stay we checked out of the hotel and my husband's identification that was given as collateral for the hotel wheelchair was returned. At the next Best Western I noticed that the power cord for my computer was missing. I was unsure whether I had left it in Milwaukee or at the previous Best Western hotel. A member of our group offered to call the Milwaukee hotel for me to find out if the cord had been found. She was put on hold for a long period of time as she waited to speak to a member of the housekeeping regarding the missing cord. She was given the impression that the cord had been found. She later told me that she was shocked about how much the telephone call had cost her. I subsequently made a call to the Hotel on my cell phone and was told that the cord was not there. I offered to leave my cell phone number but my offer was declined. I then also called the other hotel where I thought the cord might possibly have been left. They took my cell number and later that day I had a message on my cell phone that the cord was not at that hotel. That was quick, efficient service!
Upon our return home to Alberta, Canada, I found a message on our home phone from the Milwaukee Best Western Airport Hotel that my cord was there and wondering if we wanted to pick it up. This would have been easy for us to do on our return journey as we could have easily gone via Milwaukee on our road trip home, but now that we were back home in Alberta, what were we to do? Again, I wished that they had just taken down my cell number when I called to ask about the cord. I made a call to the hotel to see how the cord could be returned to me. I was told that I would have to arrange for FedEx to pick it up. I inquired whether it would be possible to have the cord could be mailed to me. I was told that each Best Western is independently owned and each has its own policies and that my suggestion would not be possible according to the Hotel's policies. I then asked that a message be left for the staff member who had left the message on my home phone to call me. The call never came.
I would just like to say that in spite of all the problems, we enjoyed our stay at the hotel and the opportunity to get to know Milwaukee a little, but all of the problems cost us quite a bit in time, effort and money, and I am not impressed with the safety policies when restrooms are being cleaned, nor with the lack of concern for communicating with customers regarding items which may have been left behind. The cost of having the cord returned to us by FedEx would be over $70.00. We purchased a replacement cord on our trip for about $80.00. I have a new cord, so that is not the issue, but trying to find out if the cord was left at the hotel cost us a fair amount in phone calls and the lack of concern by the staff to communicate with us about the lost item as well as the inflexible hotel policy for returning lost items that failed to provide a convenient, easy, inexpensive way for us to have the lost item returned, leaves me with the impression that the hotel management is not as concerned with customer service as they could be.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
July 12, 2013
Thank you for taking the time to review our hotel. Let me start by offering my sincerest apology that you did not receive the superior experience we strive to deliver to all our guests. I'm thankful our helpful staff was able to quickly get you into a room you found comfortable and that you enjoyed our free hot breakfast buffet. We regret to hear of your daughter's experience and hope she is well. We will use this opportunity to reiterate our wet floor sign policy to the pertinent team members. I can also understand the frustration of not receiving word in time that your charger had been secured in our housekeeping department's lost and found. After typical business hours we do ask that you leave a message for our executive housekeeper who is in charge of logging and securing all items left behind by our guests. We want to make sure your item is secure but do apologize for any inconvenience. Please contact me at the hotel as I would like to cover the shipping of your charger so you can have a spare should a future need arise. Also we'd like to send with it a certificate you can use when returning to Milwaukee to enjoy the wonderful offerings of our city.
Report response as inappropriate
Thank you again for taking the time to review your stay,
Chad Allen Johnson
Hotel Operations Manager
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.