ComplaintsforBest Western Plus Madison - Huntsville

• Initial Complaint

  07/08/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My house was being renovated to assist me due to my disabilities and I needed somewhere to stay for an indefinite amount of time. I chose to stay at the Best Western in Madison Al because of some nice ratings. My initial few nights and days were absolutely amazing because of the treatment and customer service provided by the young ***** American front desk workers (1 female and 2 males). After several nights, a white female extended my stay at a rate close to 3 times what I was paying. Fortunately, the young ***** female recognized the error and quickly corrected it over the phone while I was in rehab. On another occasion there was a woman (living there with 2 big dogs) complained about a suspicious person sitting in a car at 7-8 pm. It was full daylight and my car is a 2024 Cadillac ct5-v. So the Young professional ***** Male called my number and informed me that security was coming and just let her know that I had a room. In addition, he stayed on the phone until she came to ensure the security knew I was ok. A day later. I was coming back from rehab and stopped by the desk to extend my stay. That when I white female desk clerk began to make the process more difficult than what I had ever experienced by any of the Blaxk professionals. This began to frustrate me because of her tone and defensiveness. So I requested to speak to the manager (white male) and explained to him what had transpired from being over charged ($210 a night and rate was $75), security issues (I am sitting in a cadillac and other people are sitting on the curb smoking but I am the security concern) to making a extention to my stay unnecessarily confrontational. Now each ***** employee said to me "Thank you for your service " and all 3 white employees treated me less than honorable in their customer service. I have experience discrimination and bias before...the only reason for this reaction is because soon as I stayed enough nights to recieve free nights and then told I was banned

  Business response

  07/08/2024

  To Whom It May ***************** appreciate the opportunity to address the concerns raised by our guest regarding their recent stay at the Best Western in Madison, *** We take all guest feedback seriously and strive to provide the highest level of service to everyone.
  

  I have since spoken with ****************** to clarify these miscommunications, and we believe the situation has been resolved. The hotel offered to adjust all nights to the first night's rate, but ****************** declined this offer.
  

  There was an incident where a female employee inadvertently extended the guests stay, resulting in an automatic rate change due to the room type. The employee did not catch this immediately, but another employee quickly corrected the mistake. We acknowledge the error and apologize for any inconvenience caused.
  

  Another concern involved a complaint from another guest about a suspicious individual in the parking lot. We appreciate the professional handling of the situation by our employee, who ensured the guest's safety and clarified the misunderstanding with security.
  

  Regarding the difficulties faced when extending their stay, we apologize if our service did not meet the guest's expectations. We strive to provide equal and respectful service to all guests, and it is concerning to hear about the perceived discrepancy in treatment. The guest reported that interactions with some staff members felt confrontational and biased. We take these allegations seriously and are committed to addressing any underlying issues of discrimination or bias within our team.
  

  We regret any frustration we caused the guest. Ultimately, the guest made reservations for a subsequent stay, but we declined this reservation due to the initial interaction with our employees. The Assistant General Manager overheard a loud exchange between our ************* Team and ******************. To protect our employees, we asked the guest to leave at that time.
  

  I explained to ****************** that this only involved our specific hotel and would not affect his ability to stay at other Best Western affiliated hotels or his earned loyalty rewards.
  

  We value all our guests and are committed to providing an inclusive and welcoming environment. We will take this feedback as an opportunity to improve our training programs and ensure consistent service standards across our team.
  Thank you for bringing these matters to our attention. We are dedicated to resolving these issues and preventing similar occurrences in the future.

  Sincerely,

  *****************************

  General Manager

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