We enjoyed the stay at Best Western but I had to take calming deep breaths as they checked me in... not the sharpest front desk staff ever. Nice room, decent breakfast, good location for us.
We left a very important piece of a medical device behind and the poor front desk girl had to call her manager to find out how to deal with my phone call. Further, I had to explain about 3 times what I meant by "electrical cord, the part you plug into the wall" and finally had to say "imagine you were plugging in your laptop and then, when you left, you forgot part of the plug in the wall" - that seemed to yield understanding. Also, ZERO empathy when I explained this was an important medical device... a little empathy or sense of urgency goes a long way when the customer sounds urgent. Finally, I explained that we were on road trip vacation and could come by on the way home if they found it, it wasn't until I rated them in the Best Western survey as poor that I heard back via email that they'd found the piece. However, the email said they couldn't get ahold of me, strange when there were no missed calls on the cell phone number I'd given them to call me at on our holiday.
When I arrived home in Canada AFTER our vacation and I had already picked up the piece thanks to the email response to my poor review, I found they'd left a message on my HOME phone.
SO, once again, typical Best Western (decent room, decent food) but the front desk staff... friendly YES, and they try hard but they just aren't on the ball. Even when I went to pick up the device, they thew 1000 excuses at me about emergencies, etc. and while that is lovely, customer service 101 tells me that no customer cares about WHY, they just want results. It would have sat better with me if they'd just said - "Here you go. Glad it was found as it sounded quite urgent" and I would have left happy, all the excuses almost made me think they were making it all up.
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- Also Known As:
- Best Western Mount Gilead
- Mount Gilead Best Western
- Best Western Executive Inn Ohio/Mount Gilead