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Recently, I wrote a letter about my stay to your corporate office, but I forgot to make mention of the hotel I stayed in. The property my family and I stayed in was the Best Western Plus located in Flowood, MS 39232. I have tried to call on several occasions to speak with someone who can help resolve my complaint, but I keep getting the run around. I don't know what else to do at this point. This memory will forever be with me, cause the way your member of management treated my family and I in front of other customers and my family.

I am a frequent traveler and have been a loyal customer of your hotel for many years, because I appreciate your emphasis on values and the excellent customer service. Yet a recent episode at your hotel involving a few of your front desk staff has made me question my loyalty.

My family and I stayed your location for few days in November (the actual dates were 26th-28th). The way we were treated by your so-called front desk manager, I believe her name was Sabrina. I came down to the lobby to explained to her some of the issues my family and I had experienced from my check -in visit from the night before. As I began to speak, my husband and I noticed that her eyes were rolling in the back of head (as if she didn't want to be bother),that's when she begin to over talked us and not to mention she wouldn't even let me get a word in and continuously interrupted when I tried to speak with an unpleasant attitude . It's people like bad her that will destroy your business, I have written directly to the hotel and nothing has been done about my issues. This was the foremost embarrassing moment in our life to my family and I treated the way she treated us in front other guests located in front lobby was intolerable and unacceptable. If this is the type of manager you want working for your company, then this says a lot about Best Western whether it's corporate own or franchise. I began to explain the reason I wanted to speak her. Upon my night of arrival, which was about a little after 1am. My family and I had to seat in the lobby for nearly 30-45 mins in the lobby before we were greeted by the rep at the front counter. We were never made of aware of the breakfast hours, the pool location or any other misc. The only reason I notice the breakfast had started, my husband had to go the truck to get something out. When I ask did you guys have a complaint line, I was told No!!!!!!!!! numerous times by your member of management (Sabrina). Throughout our stay at your hotel, there was one of your housekeepers on the 3rd floor, that really made sure the needs of my family were meet, she was so sweet and respectful. Throughout my stay she made sure my dirty towels were consistently changed out and our bedding. Despite my repeated complaints, the bathroom plumbing was faulty. There was no fresh coffee, the milk was running low. So, I informed the cook of the issues about the items that was running low, she apologizes for the inconvenience and in minutes she had a pot of fresh coffee and the milk was refilled. She really took a lot of pride in her job.
I am writing this complain letter to encourage you to improve your customer service and your management skills. It is extremely distressing for a loyal, frequent traveler to experience such poor customer service as I did.
I enjoy staying at your hotel for several reasons. Overall the atmosphere make feel as comfortable as if I were at home, Especially Tracey and Panelle they were knowledgeable and understanding. I hate having my positive feelings about your hotel ruined by one visit, but I will not allow my family and I to be treated with such disrespect under no circumstances. I hope the issues will be corrected prior to my next visit. If this issue doesn't get resolve, your company will be losing a lot of business, because of your customer service skills.


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