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Best Western Dockside

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Best Western Dockside Reviews (1)

Booked these 3 rooms in January. Called Best Western on Aug. 4 to confirm rooms. We live 9 hours from this destination. We are Best Western Diamond members (highest) and have stayed at this hotel 6 times in the past 4 years. 5 hours into our trip on August 5th, we received an email at 1:06 pm that our rooms would be cancelled if we did not call and give a valid credit card number. Called to confirm that the rooms were still reserved. Gave the credit card numbers again to hold our rooms. Told her that we were enroute and would arrive within the next 2-3 hours. Upon arrival around 4pm, we were met at the front desk by an older woman with an accent with short brown hair. (We later found out through yelp, trip advisor, and a member of the staff that her name was Anna L[redacted] and she was the general manager.) She was very rude and spoke very loudly with an angry, threatening voice. She gestured wildly and showed no concern with our privacy by speaking loudly in front of other guests and staff. She said that we ruined her entire day because she had been on the phone with Best Western Corporate for two hours and could not contact us on our home phone number that was on file. She stated loudly in front of at least 10 guests who were gathered around the front desk that our credit cards were invalid. When she was presented with a physical valid credit card, she read the numbers out loud slowly while comparing them with the number she had written down on paper. We had to ask her to stop reading our private credit card information out loud in front of so many other guests who were standing at the desk. She said that we "made her life a living hell" in front of our 11-year old granddaughter. Anna told us that there were only two rooms left because she had released one of our rooms. Heather showed her on the computer that there was a third room available, but Anna said that since it was a more expensive room that we could not have it. She later offered to give us the more expensive room for a $30 fee. We asked for her name since she was not wearing a name badge and she told us that she did not have to tell us her name and walked away. We asked for a business card of the general manager and were refused. She left the front desk to let Heather arrange our rooms. She came back out when she heard us complaining about our treatment. She said that she would like to talk things out with us when we were finished checking in. When we expressed frustration over how we had been verbally attacked upon arrival, she said that it was within her rights to call the police and have us removed from the hotel if we complained anymore about how we were treated when we arrived. As she walked away she turned around and pointed at us and repeated in a loud voice that she would call the police if she heard one more word. She then returned to her office and complained about us to other staff members who were in there in a loud voice about how we had ruined her entire day. There was still a vacancy sign out front at 9:30 pm so rooms were available. Trip Advisor and Yelp list many similar cases: rooms being cancelled while the guest was driving to the hotel and could not be reached at a home phone number, Anna threatening to call the police when guests complained about service, Anna being rude and nasty, credit cards being charged at the beginning of the stay, complaints being handled rudely We did not feel safe or comfortable. We felt threatened. We were afraid to approach the front desk during our stay and even felt uncomfortable walking past the front office on our way to site see. We were only staying one night and felt that if we just avoided her, we could make it threw the night. WHAT A WAY TO START A VACATION!! Needless to say, I cancelled my BW credit card and will no longer be a part of their program. It only takes one bad experience for a business to lose customers permanently.

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Address: 505 N Huron Ave, Mackinaw City, Michigan, United States, 49701-9727

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