Best Western Hotels International, Inc. Complaint - Bad customer service
SANTORINI -- Best Western ruined our family vacation we planed for over 2 years. The management at the hotel was rude and the hotel is misrepresented on the internet.
The accommodations at the Paradise Hotel Akrotiri 847 00 Santorini, are not what we expect from Best Western – the worlds largest chain.
The free breakfast was awful, almost an insult to the guests. Each morning we received the same thing: 3 slices of stale bread, one boiled egg, a thin slice of cheese, one slice of bologna and a piece of cake.
On the breakfast bar there was only one type of cereal served with hot milk. The milk was either made from instant powder or was watered down and was undrinkable. There were also some stale cookies, served from previous days since no one would eat them.
This is from the hotel’s web site:
“We offer all the facilities of a modern hotel, pool bar, traditional restaurant serving delicious home-made food, bar.“
There was no home-made food, and there was no bar.
I would not call what we had a shower in the room. We had a bathtub faucet with a hose attached. There was no bathtub and no place to hang the hose. For the time, let’s call it a shower. Not having a place to hang the hose made it very uncomfortable to take a “shower”. I had to hold the hose for the kids so they could wash. My husband and I had to shower with one hand, the other hand holding the hose. If you dropped the hose, water would spray all over the bathroom. There was no shower curtain and the bathroom floor was continuously wet.
We complained that there was no hot water in the morning. The front desk manager yelled that it was impossible not to have hot water and told us to let the water run for 2 minutes. We did let the water run, and it took far longer than 2 minutes. The next morning we timed it. It took 10 minutes to have warm water and 12 minutes to have hot water. This problem was compounded by the fact that the pipes would bang inside the walls when the shower was running. It sounded like someone firing an automatic rifle. I experienced better conditions camping.
One afternoon when we came back from the beach, there was no hot water. The front desk person laughed, saying that there was a big demand for water, lots of people coming from the beach, not just us. He did not even go to check to see if the water heater was working properly.
The towels in the bathroom that we received had seen better days, they looked 10 years old. They were no longer white, but a pale shade of gray. One towel used to have a floral print, was a pale blue faded rag. Maybe the hotel staff had used them and they did not want to throw them away and decided they were fit for the guests.
No towels were provided at the pool and we been asked not to use the room towels. I did not expect that a full service hotel, that advertises bar at the pool not to provide towels.
The bathroom sink pedestal was loose and would shift about if you touched the basin. There was also a large shelf above the sink that made it almost impossible to wash your face.
When we checked in, we were provided with the room key as well as remote controls for the TV and for the AC unit. The AC unit was functional only if the key was in the room, since we had to put the room key inside an apparatus on the wall to enable the use of the electricity in the room. When we stopped by the hotel during the day, the room would be like an oven and it would take 2-3 hours to cool it off.
The beds did not have even light blankets, just sheets. The pillows were old, and disgusting.
The family running the hotel – mother, son and the father, continuously harassed us. No manners, no people skills, nothing, just a rude family, who made our vacation miserable. They must had training from Osama Bin Laden how to "properly" run a hotel.
One day we were spending time at the pool. The kids were diving from the diving board. The older person in charge came charging out yelling and scaring my kids in my presence! He was telling them to stop jumping of the diving board, by yelling “What is this? What is this?” I asked him respectfully not to yell and the diving board is there for people to use. He turned his back to me, and began cursing in Greek.
A day later when we were at the pool again, my husband was asked not to sit with his wet swimming trunks on the pool furniture.
Another time we attempted to enjoy a beautiful day at the pool, the woman in charge came out and started to move the pool furniture away, turning the chairs so they faced the wall of a flower bed. This pool furniture was made out of plastic, no pillows. All of these actions were intended to harass us and to spoil our time.
One morning at 745 the kids wanted to go to the pool. There was a family of Germans already using the pool, and I told them it would be ok to go for a swim before breakfast. The second they went in the water, the woman from front desk came out advising us that we cannot use the pool before 8 am. My husband had the kids come out of the pool and the woman seamed satisfied. The other family was still in the pool! This rule must have only applied to us since the other family had been in the pool since 730. They sure did not want to miss an opportunity to spoil our day.
Once we came up for the “a la cart” breakfast, 5 minutes before 8 am. The older guy in charge came to our table and in a very rude tone of voice advises us that breakfast is served at 8 o’clock. This was towards the end of our stay, so we knew very well what time the breakfast was served.
They made it a very hostile environment to be in.
On the website the hotel is presented as pet friendly. There was a large white dog with red collar that would come on property everyday. For a while we thought that the dog belonged to a hotel guest or the property owners. The kids liked the dog and played with him. During one hot day, the dog started digging and lied down in a geranium flower bed. The woman manager came storming down to our room and yelling at us to see what the dog did. I tried to explain to her nicely that is not our fault that we did not bring the dog there, but all we got was another dose of Greek cursing. My kids were also upset when the saw the woman manager throwing rocks at a cat that was sleeping in the shade. We saw the cat on another occasion noticing it had been blinded in one eye. We do not know if this injury resulted from the actions of the woman at the hotel, but try to convince our kids of that. They were very upset by the chain of events.
Because we had been harassed and inconvenienced daily by the family running this hotel, we did not trust them to provide us with a wake up call. If we missed the flight we would have to pay extra expenses. So, the day before our departure, I asked my family in US to call me in the morning for the wake up call. The front desk would pick up the call and hang up the phone. They never transferred a call to our room. At 6 AM when we opened the door to put the luggage in the car and head for the airport, before checking out, the woman from front desk walked into our room uninvited for a site inspection. No hello, good morning or anything, she just burst in, without a greeting of any kind. She likely wanted to make sure we are not running away with the little TV, the rags that were supposed to pass for towels, or maybe some chairs. She took the remote controls for the TV and air conditioner.
I want also to mention that we are not the only unhappy guest at this property. There were numerous families that were very unsatisfied. When a guest from Germany came to us to talk about services received, she was rudely interrupted by the woman at front desk not to talk to other guest. I was very intrigued by the rudeness of this family running the hotel, not just with us, but with all guest from different countries.
I also been double charged for our stay, probably to block funds on our credit card.
Customer service, offered me 100.00 for future stay at the Best Western. I will never stay at this chain again.
I traveled all over the world and I never meet such rude people to run a hotel, and such a dumpy hotel to charge 145 euros per night for 4 people in the room.