Complaint Pricing discrimination and plain out lied to. Horrible Customer service by one employee and no call back by Manager after three emails sent Email sent to manage 3 x Good evening ******** I am just returning from my stay in your hotel and I am typing to tell you of my experience before sending it on to the BBB. My work experience is 31 years in retail customer service and I am very upset with my experience as of late. I will start in March when I made my reservation. I was given the AAA price of 249.00 for each night stay. When I said ...really for a motel 8?? The person on the other end said, it is because we will be a Best Western by rod run weekend and must quote their prices. Ok. Now to my Friday night experience. In front of myself an elderly lady came in and asked if there were still any rooms available. The you gal said yes a few. I was surprised to hear this with it being rod run weekend, but not nearly as surprised as I was when I heard her say the room would be 199.00 That guest finished and waited behind myself for her husband to come in from outside. My turn at the counter. I said so has the rate went to 199.00 because you are not a BW yet? She said no yours is actually still as quoted at 249. What? "We are in all manners a BW just haven't finished the landscape yet to be able to call us that." She then looked at the prior guest and said. " All the rooms are updated"I then said ...looks like the lobby isn't finished yet either. The gal then said after finding out my name. " oh we tried to get ahold of you, your cc that you held the room on has expired". Well no one called me or emailed my work email that all reservation info was sent to. Now I have a 249.00 a night room for two nights and have to give her my debit card. I tell her well I'll give you this but I'll have to transfers money from savings when I can before check out. She then told me the room rate was out of her hands and the manager would be in the next day at nine. Upset I went to the elevator and immediately I got an overdraft from my bank!!!! Now I understand it is a hold but now I have $00.00 for the weekend and a neg balance to deal with right upon my arrival. I called my expired visa and she said all they had to do was have you call me at the counter!!!! Next morning I have now went to the desk and asked the lady if the manager was still to arrive at 9 as I was told the night before. She said oh no she won't be in today. I just spoke with her. I explained the room rate situation and asked her to ask about it and get back to me. Room 208. She was less then thrilled and said to me as she walked away "I hate a Rod run weekend!" This is when I got fired up. First of all... Rod run is what MAKES Long Beach survive. BW would Love to hear an employee say this "motel 8" kind of comment. And why in the World is there NOT a manager on duty the busiest weekend of the year for this beach town??? That afternoon when I approach the employee again to inquire myself about what the manager said about my rate, I was told that the reason the lady got it for 199 was because it was an unfinished room. Old deco, old TV etc. I told her that was not what was said the night before from the other clerk on duty. That clerk said All rooms were done. She then looked at me and said. I am not going to call my manager a liar. STRIKE 2 !! WHO says that??? That lady would be so fired by me if she worked for my company and acted this way to my customers !! So now let's talk about the room Very nice but first night no cable throughout the peninsula. So now what's that say for my "new" TV. ....plus The cable never worked the entire weekend for myself or husband that Needed it for our jobs. Let's say I am less than pleased. If fact I was down right mad to have been treated with such disrespect. I understand room rates change on line through Expedia and such sites but Not at a counter or with reservations made through the hotel. then I asked for a call back *** *** **** ****
Desired Settlement A call back A refund of 50.00 per night An apology for how her clerk treated my husband and myself Best Western may reconsider keeping Super 8 past employees.
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