Rated 4.5 out of 5 by 259
Rated 3.0 out of 5.0 by m1957! Valentine's day in West Virginia 2015
Weather was so bad I called ahead and asked to reserve a room. Only had smoking room available, the receptionist, (Jessica?), took my number in case of possible cancellation. Really didn't want a smoking room. Due to the white out conditions she called me back within 15 mins with a cancellation. She was very courteous, professional, friendly, approachable, and informative. Her actual attention to my needs was awesome.
This was a complete opposite to my experience with the receptionist, Beverly, (definitely her name), the next morning. I needed to let her know that I forgot to give my AAA card.
I have never been treated with such disrespect from the moment she came on the line. She was rude and condescending, and actually mean. I never in my adult life been treated like this, and when I had to go down to the front desk to rectify, she had the same holier than thou attitude. No apologies for her actions.
I have to admit that I became defensive, but didn't know how to respond to her behavior.
I have never had to write a review like this and always ask names to give a positive review to everyone. People in the service industry usually treat people the way they want to be treated.
I am in the customer service industry, understanding the love of creating a great experience from the moment they walk through the door until until they leave.
I have thoroughly enjoyed my experience with your hotels since I've become a member of your IHG membership.
Beverly needs to receive some customer service education. She should not be a representation of your hotel experience! The explanation point is necessaryI
I am so upset with this treatment that I would like any information in your response and actions to this review.
February 15, 2015
Rated 5.0 out of 5.0 by Joker 49 very good service by front desk staff
We need an accessible room and this hotel provided exactly what we required. The young lady, Margaret?, was very helpful and knowledgable.
February 14, 2015