Best Western Hotels International, Inc. Complaint - NEVER stay at this hotel
NOVATO, CALIFORNIA -- While staying at the Novato Oaks Best Western this past October, we had a situation with management at this hotel that I felt was handled inappropriately.
My husband went to open the slider at the end of a long day. When it stuck a bit, he gave it an extra push. The door slammed into the concrete wall- there was no buffer to absorb the shock, and cracked. The glass was shatter resistant, so it continued to crackle as we called the front desk to alert them to our problem so that there would not be an issue when we checked out. They asked if we wanted to move into another room, which we did not until the following morning. No one was dispatched up to our room to examine the glass to see if there was a contact point or any other sign of hitting the door, causing it to break. We closed and locked the door, went to bed and came back from our travels the next morning to a new hotel room.
Upon checking out, the young front desk manager informed us that we were responsible for half of the cost for replacing the door because we had received discounted rates and they have never had a glass door break in the 30+ years the hotel had been open (which I find hard to believe). We asked to speak to his manager and he informed us that there was no one above him, that he was the boss.
I posted a comment on bestwestern.com and all they did was forward it to the very hotel that initially did nothing to resolve our complaint- with no follow up whatsoever. In this email, however, the front desk manager was condescending, completely misrepresented the turn of events and accused ME of lying while he in turn made up his entire story. Since when is it ok for a 25 year old front desk manager to send a snotty email to a complaining customer?
As a frequent business traveler, I will NEVER stay in a Best Western again if this is the treatment that I can expect. If their slider is faulty, we should not have to pay to replace it. If they maintain that it was not faulty, what evidence do they have to assert that claim when no one looked at the door until the following afternoon?