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Best Western The Plaza Hotel
Phone: (808) 845-7500 3253 N Nimitz Hwy, Honolulu, HI 96819
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Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
Factors that raised the rating for Best Western The Plaza Hotel include:
- Length of time business has been operating
- Complaint volume filed with BBB for business of this size
- Response to 1 complaint(s) filed against business
- Resolution of complaint(s) filed against business
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||1|
|Total Closed Complaints||1|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
Business ManagementGeneral/Operations Mgr
THIS LOCATION IS NOT BBB ACCREDITED
3253 N Nimitz Hwy
Honolulu, HI 96819 Directions
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Complaint Trends - Last 3 Years
Customer Review Trends
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|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
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Problems with Product/Service
Read Complaint Details
Complaint: There was one rude cleaning lady who woke me up on purpose. She insisted that she clean my room. She didn't let me put a do not disturb sign up. Aloha, I stayed at the Best Western Plaza Hotel because my house was in a fire. I had to look for another place so all of my stuff and my cat stayed at the Best Western. The Manager was very nice and professional. However, there was one cleaning lady who was rude and had an attitude with me. She knocked wildly and yelled when I was in the showing to get the door. She didn't let me put a Do not Disturb Sign on the Door. She also was very pushy. She scolded me and said "she had to clean my room" against my will. She insisted that I had to have my room clean everyday - she said it was because of a pet. Then, she told me I could not have a Do Not Disturb sign on my door. I still put one anyway because I had a cat inside and she took it away. Then, I put post it notes and had to personally find her everyday to tell her not to clean. IF I hadn't gone out of my way to tell her, she would have bothered me everymorning. I study service quality and I feel like this is below my level of tolerance. The workers behavior and attitude need readjustment and need to be educated/trained on how to interface with the public. I think her name was Vernon or Senet. I couldn't recognize her name easily and when I called back to get her name, I was put on hold 4 times and then the head of household refused to help me. She finally read all the names quickly after I argued with her a while about it. There is a serious problem with the cleaning lady's attitude at The Best Western Plaza Hotel - a place that should be for business class is not very professional at all. I don't want to be scolded, especially after my house burned down in a fire. I stayed in the Best Western because I had to, but I believe in customer service as more than a profit margin - its about treating people right.
Desired Settlement: I want the manager to sit down and train all of his cleaning ladies and employees on this issue. If I stay at the Best Western and there is the same attitude problem, then I will have to do this again. Because I am complaining, means that I am giving The BEst Western another chance. I believe it is an excellent simple hotel that offers quality stay for business travelers. However, this is one glaring problem in that location. I ask that the manager teach his employees about: treating customers fairly, with sincerity, with care, honesty, hard work, helpfulness, clarity, speed, absense of hassles. Also, I want him to instill the Service Recovery Process and maybe he could install some Poka Yokes (look it up). He will see that the overall quality of the service will impove as well as the employee morale.
Business Response: Initial Business Response /* (1000, 9, 2013/11/08) */ From: ***** ***** (mailto:***********@outrigger.com) Sent: Thursday, November 07, 2013 3:17 PM To: **** ******** Subject: Reply for Ms. ****** ******* Aloha ****, Thank you for returning my call and for providing me with your email. Attached is the letter we are sending to Ms. ******* and hopefully this case will be closed. If there are any further questions, please let me know. Mahalo, ***** ***** Assistant General Manager Best Western Plaza Hotel