What ever happened to good customer service and friendly accommodations? Are those a thing of the past?
I wanted to treat my boyfriend to a couple of nights at a decent place that is the half-way point between my apt and Flushing while we attend US Open. I booked the hotel through Hotwire (which has always been wonderful to work with - Thank you Denise!). Unfortunately, I got my dates mixed up and booked Tuesday and Wednesday instead of Wednesday and Thursday. When I called Red Roof and asked for options, the male operator (Minar?) was extremely rude. At one point he said "you can call and ask me a million times and I would still tell you NO!). That was when I asked to speak with a manager. Minar (?) then told me that the manager will be in at 10 the next morning and will call me back. Before I could say ok or thank you, he hung up on me.
I never heard back from Red Roof, but sInce I paid for Tuesday and Wednesday, I decided to just forfeit Tuesday night since we couldn't make it. I called Wednesday to let Red Roof know that we will be able to check in on Wednesday but was then told that my reservation was cancelled due to "no show". I explained the situation to the operator and also that I didn't see such restriction on my reservation confirmation and Minar never told me such policy. The operator then told me there was nothing she can do and to call Hotwire. She then promptly hung up.
Denise at Hotwire did what she could but told me ultimately it was up to the hotel whether or not to accommodate a customer. Denise even called the hotel to inquiry further on the situation and was told by Red Roof that they gave the room away Tuesday when we didn't show up. I don't think that I was being unseasonable in asking about options to change the reservation and was willing to forfeit one night. But for the hotel to just cancel your reservation without notice? I am not sure that was the most appropriate method to treat a customer. I understand the need to make money in order to maintain a business, but proper notice to the customer should be given. At the very least, they could have been a little more professional and courteous.
I am disappointed with the way this hotel communicates to the customers and the lack of respect for people in general.
- Official Description (provided by the hotel):
- Traveling for business or leisure, the Best Western® Long Island City is the ideal place to call your home away from home. We are a 100% non-smoking hotel that offers a complimentary full hot breakfast, limited complimentary parking for compact cars only and free Wi-Fi. The Best Western® Long Island City is located 20 minutes from Manhattan, New York City, Time Square, Rockefeller Center, Central Park and the United Nation Building. We are minutes away from LaGuardia Airport (LGA), 30 minutes from John F. Kennedy International Airport (JFK) and within walking distance to the MTA station (subway). Our 24 hour Guest Services Agents are available at the front desk to assist you with any questions or information you may need. We welcome the opportunity to call you our guest and we hope that you make the Best Western® Long Island City part of you experience in New York City. Newly renovated June 2017. ... more less
- Reservation Options:
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- Also Known As:
- Holiday Inn Express Queens
- Holiday Inn Queens
- Holiday Inn Long Island City
- Long Island City Holiday Inn
- Best Western Long Island City New York