Best Western International

I have been staying at the Best Western Plus in Lincoln anualy for the last 5 years. I actually made a very positive review a few years back about our experience. I get the conference room for 2 days and between 15-20 hotel rooms. I have always had great customer service there until this year. It was terrible! To make a long story short, when I walked in I said who I was and I was greeted by a guy who said sarcastically "Nice to finally hear from you!" I was shocked! Originally I had reservations which I made back in October, I called a couple times about a week and a half prior to the event but was never able to catch the person I needed to talk to (Sally), I then asked for an email to hopefully correspond more easily, her email was given to me and I emailed her confirming the meeting room and the hotel sleeping rooms and later the list of names of the people who would be staying. The day before the event I called because one mother had to cancel because she got the flu. I was told that I did not have any reservations for rooms aside from the conference rooms. I was livid! Then he said he only had 10 rooms and I needed 17. I was in panic mode- I work for a small non profit. He then asked me to wait and came back to the phone and stated that he could accomodate us (I know he did not build the extra 7 rooms). At this point I felt like he thought he was doing me a favor. I sent him the emails I originally sent to Sally. He said everything would be communicated to the people the next day. I was worried but what could I do? I could not move my event. I came the next day to be greeted by Dave with his rude comment. I responded to him rudely and in shock and he never apologized just made excused for the issue, several. The conference room was set up wrong, this informaiton was in the email I sent twice. They did change it so it ended up not being a big deal. I was so mad I wanted to cry and I had to hold a 2 day conference, this did affect my conference. I was never appologized to by him. Thank goodness the girl at the desk at check out, I believe her name was Becky was very sweet. I was so furious that a General Manager would treat anyone like this. I am sad to break our tradition of staying at this hotel but I never want to be treated this way again. . . never! I already submitted this information on the Best Western survey but Dave responded to me in an email I am sure that it was mandatory that he replied. Based on the argument that he held with me and all of the excuses that he made I do not feel his apology email was legitimate. I wanted to make sure that this went above him so that he could not sweep this under the rug. I do believe if he was truly sorry for his customer service he would have offered me something, maybe points I do not know. I am just still so mad about it that I wanted to make sure my concerns were truly heard instead of being swept under the rug. Please feel free to call me at anytime with questions. I have emails and proof of my correspondence that I will be happy to forward to you. My cell number is [protected].
I had 17 rooms on the night of February 8.
Shelli Janning