I recently stayed at the Best Western-Glengarry Hotel in Truro, Nova Scotia from March 14th to 17th, 2013. It was truly the worst hotel stay that I have ever experienced, mainly because of one person, the “day manager”, Rose.
When I made my reservation over the phone, I spoke to an employee named Sandra. She was very pleasant, helpful and patient while making my reservation. I asked her what the nightly rate was and she said $89 per night. I booked the room and requested an email confirmation for my records. Sandra happily obliged and sent me the email. When I took a closer look, I noticed that that email quoted $89 for the first night, $89 for the second night, and $122 for the third night. Since Sandra had advised me twice that the rate was $89 per night and had never mentioned another rate, I figured it was an error that could be resolved when I arrived at the hotel.
I arrived to check in at the hotel on March 14th, 2013. When I got to the front desk, I advised the clerk that I had gotten an email confirmation for my stay, but that it quoted me $89 for the first night, $89 for the second night and $122 for the third night. I explained to her that I figured it must be an error. She confirmed that yes, it was an error that she would fix right away, and she also said that “the rate will be the same for all three nights, 89 dollars.” I was very pleased that the issue seemed to have been resolved quickly and easily.
Now, this is where my stay becomes unpleasant. In the morning of March 15th, after my first night’s stay, the telephone in my room rang (waking me up from my sleep) and it was the front desk calling. The person on the phone said the following: “There has been some confusion and the rate of $89 that you were quoted is incorrect. Your actual rate is $110 per night.” I was still half asleep at this point and trying to make sense of what she was saying. I advised her that I have an email that states $89 per night, and was also reassured when I checked in that would be my rate. She continued to say, in a curt tone, that my rate will be $110. I have stayed in many hotels, and never have I seen a hotel inform a customer of a rate change AFTER they have already spent the night. Not once did she apologize for the error, or take any responsibility for this problem. I advised her that I would come down to talk to her about the issue later that morning.
As I was getting ready for the day, my husband ( who was staying in a separate room in the main building of the hotel with a basketball team he coaches) stopped by my room. I explained about the phone call and asked if he would stop at the desk and speak to them when he went back to the main building of the hotel. My room was located in a separate building at the back of the lot and I thought he could just stop by on his way back to his room. He arrived at the desk and spoke to the “day manager”, Rose. He explained the situation from earlier and she advised that yes, the rate was going to change from $89 to $110. She was immediately defensive and rude, still not ever offering an apology for the situation. In fact, she proceeded to say that I was “going around telling other guests that I was getting an $89 rate.” At this point, she was getting very worked up and my husband asked her to calm down, as he didn’t feel that the situation warranted the level of anger that she was exhibiting.
Firstly, $89 was the rate that I had been quoted. Never, in my several conversations with the Best Western-Glengarry, was I informed that this was some sort of “secret” rate that I should not discuss with anyone. And not that I feel I should even have to explain myself, but the only time that I did discuss the rate with anyone had been our first evening there when I said to the other coach’s wife, “The rooms are decent for $89 per night.” I was actually complimenting the hotel with that statement but, trust me, you won’t catch me doing that again.
Rose told my husband that the $110 rate included coupons for free breakfast and the $89 did not. My husband then suggested that we could just return the breakfast coupons and then she could put the rate back down to $89. Rose continued with her negativity and said, “It’s too late now. She’s already been down here for breakfast.” My husband informed her that, no, I had not even left my room yet and he would go up to my room and get the coupons. When he arrived back at the desk with the breakfast coupons, he gave them to Rose and requested that she now change my rate back to $89. She said the following; “Fine, I will change it back. But if I hear of her telling anyone else about the $89 rate, I will change the rate back to $110 without informing her and the charge will be applied to her credit card.” My husband proceeded to inform her that what she was saying is completely inappropriate and that her customer service skills are appalling. Not only did she never once apologize for the hotel’s error, but she was actually blaming me!
Never, in my years as a paying customer, have I felt so personally attacked by someone in the service industry. For her to threaten me in this manner is completely unacceptable. At the very least, this person requires some extensive customer service training and, in my opinion, should not be a manager of any kind. The Best Western-Glengarry, and Best Western International, should be absolutely ashamed to have such a person as the face of their company.
If all of the other hotels in Truro hadn’t already been booked solid by the tournament, I would have checked out immediately. There were other guests that weekend that had issues with her as well, but I'll let them tell you about their experiences.
This situation has bothered me to such a degree that I feel other consumers need to be made aware of the quality of customer service at the Best Western-Glengarry. As a family, we will never again spend another cent at the Best Western-Glengarry or any other Best Western, for that matter. If bullying and berating their customers is the manner in which Best Western employees conduct themselves, then I, as a customer, want no part of it.
- Official Description (provided by the hotel):
- We are a 92-room property centrally located in the Hub of Nova Scotia, 40 miles north of the Robert L. Stanfield International Airport. We offer 12,000 sq.ft.of meeting room space - complimentary high speed internet in all guest rooms - King and Queen size beds and 2 room executive suites with private balconies. Indoor/Outdoor Pools. Coffee Shop, Dining Room with daily luncheon buffets/Sherlocks Piano Bar. Close to many major businesses. Friendly helpful staff. ... more less
- Reservation Options:
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- Also Known As:
- Truro Best Western
- Best Western Truro
- BEST WESTERN Glengarry Hotel Truro, Nova Scotia