Dec 19th Staff
Posted Jan 2, 2017
We had contacted a male staff on our arrival being late and we would get to hotel hopefully by midnight, responds no problem we have your room. When we got there, the front desk gentlemen told my husband its now Dec 20th and your reservation is gone, after arguing for sometime, the gentlemen told me to call expedia it was their fault, I did , they called front desk, more disagreement, expedia tried to find us another hotel, staff came over to us and offered us a double bed room or 1 king bed room, that he had just had a cancellation.. This staff persons name was given to Expedia.. Why all of a sudden to offeres us a room.. Frustrated, Tired and irritated, came back on Dec 31 checked out Jan 1st.. Nothing really was different, they put down wrong time for wake up..good thing we also set our phones, we also had been left at the airport after turning in our car on Dec 31, staff said van would come for pick up, I called the front desk twice , got 2 different answers on time..spent 55 minutes in the cold waiting to return to BW.. Not Happy..
Comment from Hotel Management
Jan 10, 2017 by Rohitha, Hotel Management
Thank you for taking the time to share your thoughts about your recent visit to Best Western Dulles Airport Inn. I appreciate your candid comments.
I am disappointed and truly embarrassed to learn about the details of your stay. This certainly not our standard and very unfortunate you had to go through this inconvenience. It is apparent miscommunication between our team members caused these situations.
We investigated the concerns you noted and took immediately measures, including retraining the team to avoid occurrence of any situations in this nature.
I once again sincerely apologize for the inconvenience caused and truly hope we will have another opportunity to regain your confidence. If you are planning to visit our area anytime again, please contact me directly, I will personally assist with your reservation and make sure you have a very comfortable stay.
Best Western Dulles Airport Inn