I will start out with the fact the hotel is clean and modern. Unfortunately the staff's non caring attitude when something goes wrong is shows some poor customer service. So what went wrong?
This was a two night stay with one day being a trip to the Fernie Ski Hill. As I was packing for the day on the hill I decided to just take one bag which required me leaving my camera bag behind in the room and too consolidated the camera into my day pack. The camera was an SLR so in the camera bag I left the other lense, which happened to be a fish lenses. After returning from my day of skiing and enjoying the hot tub and dinner I returned to my room to unpack my day bag. This is when I noticed my camera bag was no where to be found. I called the front desk and mentioned to them that my camera bag had disappeared from my room and was advised that housekeeping would call me in the morning as there was nothing they could do at night.
10 am and still no phone call so I went to the front desk and had to explain the situation again. The clerk checked lost and found and then went to check with housekeeping. while he was gone I asked the second clerk if I could get a late check out and she asked what time, so I mentioned I was thinking as late as possible like 3 pm. The best the could do was 1130 but could push it to 12:00. Wow thanks for going all out. The other clerk returns and said nothing was found and that he would push this up to his manager. I checked again on the late check out but there was no change in the timing, even after they mentioned they were not a lot of check ins expected that day. I understand hotels will accommodate late check ins when possible but I feel this situation deserved a little more flexabilty from the staff. The clerk mentioned the manager would get back to me. So my friend and I left the hotel for breakfast. Upon our return I returned to the front desk and the manager was there. We chatted about the bag and she was quick to defend her staff, saying she trusted them and its not possible they would have removed the bag. My response was simple, and stated that the fact is the bag is missing and someone with access to the room could have taken it. She was going to go talk to some people and would get back to me. Before she left I mentioned that her front staff could not accompany a later then 12 noon check out. I guess she was content with that as I got no response.
The room phone rang and it was the manager. She called to say that they spoke to the cleaning staff and there was no camera bag on the bed and asked if I could have taken it out of the room.Again I explained briefly what I did the .previous day. And she promptly defended her staff, again. I then asked her for the local police number. I tried calling few times but it was busy. We cleared the room and went to the lobby to check out and the manager saw me in the lobby and asked me if I was the guy who was missing the bag. After I confirmed that I was she asked me if got a hold of the police. My response was no, I got busy signals.She said she would try. I decided to go back to the room before handing in my room card keys to have another look. Found nothing and the phone rang. It was the manager saying she had gotten a hold of the police and asked me my name. Oh, she said, I gave them your roomates name, but they will see me first when they get here.
So what did I take away from all of this? I was an Inconvenience to the manager and the staff, there was no emotion of sympathony, no offers of accommodation to lessen the emotion of the theft I had just experienced. A high value item that was taken from my room on their watch. They should be willing to bare some of the resposiblity.
At this point, I will not be staying at this Best Western and will probably not use Best Western as my first choice for my other travel destinations.
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- Also Known As:
- Best Western Fernie Mountain Hotel Fernie
- Fernie Best Western