LACK of Customer Service & Modern Technology
Posted Feb 11, 2017
Upon my Saturday arrival, I booked my shuttle back to the airport for Wednesday, but the front desk clerk tells me that she doesn't have that list yet, and tells me to confirm the shuttle at a later day. Several points, we are in age of technology, why isn't the list electronic? I mean "come on," I'm sure I'm not the 1st customer who arrived on the weekend and wanted a shuttle during the week. The clerk should have taken responsibility and made sure that I got on that list instead of putting the burden on the customer.
So the day before my departure, I confirm my shuttle - of course, the shuttle was full. The clerk made excuses for her behavior. And the general manager told me that I could take a later or earlier (by 3 hours) shuttle. The hotel via the general manager did not take responsibility for their screw up and FIX IT, but rather they create a stressful situation for the customer.
Spending hundreds of at this hotel and they can't get something as simple, but important, and as a shuttle back to the airport right. Then they did not correct their mistake.
In addition, in general, I found the hotel staff to have a lack of professionalism, the lobby to have a tacky centerpiece, and the laundry facilities inadequate.
Comment from Hotel Management
Feb 13, 2017 by SC, Hotel Management
Thank you for staying with us at the Best Western Plus Tempe by the Mall and for the feedback about your stay. We are always trying to improve and value all comments. The lists that you were talking was the group block for the Shuttle on your departure which at the the time you were check in with our Agent did not know exactly how many persons would be on the bus i.e. space left, Again it's an apology that no space left However, as the courtesy shuttle guest can choose time without any conflict to those advance schedule. About The General Manager, She had not been contacted on those issues perhaps might be misunderstanding of the person contacted. We provided an equally professional service to all guests including the brand new Laundry Equipments and other facilities.