Best Western Hood River Inn

The room was under *** ***Checked in on the 21st of August and out on the 23thAfter the second night the Burger was messed up the guest told Doug he wanted his entire stay comp’dDoug told the guest he would have to check with the revenue managerAt check out, he told the desk agent he
expected a full comp, but did not wait around to speak to me directlyI spoke with Tina and we decided to just comp his meals as it wasn’t an issue with the hotel, just a snafu with the restaurantThey called BW customer care and complainedI told customer care that we already comp’d all of their foodCustomer care told me that the guest requested we call them directly to handle the situationI called Mr*** and let him know we felt the issue was resolved very well by Tina and that it did not warrant any further compensationMr*** strongly disagreed and expressed his anger and dissatisfactionHe kept emphasizing that his partner could have died if she had eaten any of the bacon on the burgers He claims he is a casino/hotel owner and if this had happened at his hotel, he would have extended a full comp immediatelyWe went back and forth for 30+minutes and in that time he made quite a few threats of retaliationI decided to just comp the whole thing and be done with itHe was satisfied after that and the issue was overBelow is the BW customer care play by playPlease note, the guest called customer care before even checking out or coming to the desk to speak to me. 14) Incident date:23-Aug-2017User:***Too early to call guest6:28AM WA / AZ time Received voicemail #*** - guest: *** - resunder name *** *** - phone: *** - alleging: complaint, feedback, photos 13) Incident date:23-Aug-2017User:***Contacted hotel to determine if they had anything on file re: a complaint by these guests - per hotel, the guests did re - hotel comped all of their meals due to two orders having bacon3rd time, restaurant manager watched cooks make the burger, she delivered it herself to the guests to persoanlly apologize- left voicemail for *** apologizing for error with the bacon on her burger since she is allergic and hotel is comping their meals - Note: Ben advised hotel is not comping roo, as requested - file updated, sent to hotel 9) Incident date:23-Aug-2017User:***Guest called and alleged: * Guest called in to update the file* Guest stated that the guest had to experience the food issues for days and ordered through room service* Guest stated that the food took too long and waited hoursGuest then decided to cancel the order* Guest spoke with the management and was comp'd dinner for the inconvenienceGuest ordered a 3rd time and there was bacon on the burger againGuest stated that he manager then stated that he was going to comp'd the roomGuest stated that his girlfriend is allergic to bacon* Apologized and empathized * Guest is requesting compensation for his inconveniences* Guest stated the manager was going to talk to the finance manager about the room being comp'd* Advised guest that file will be updated and sent to the property* Thanked guest for calling and provided file number * Guest would like to be contacted by phone* Hotel please update the file with guest response/resolution 6) Incident date:24-Aug-2017User:MemWeb user ***(Property ***) The Bacon was only on burgersThe wait was less than an hourThe Restaurant Comped all of their meals for their stay in the amount of over $The night manager told them he would ask the front office manager for further compensationWe feel comping all of their food is compensation enoughSee the earlier note about the restaurant managerThank You, Ben K***, Front Office Manager 3) Incident date:24-Aug-2017User:MemWeb user ***(Property 38121) I called and spoke to Mr***After hearing about the overall stay and problems with his dining experienceWe decided to Comp his entire stayHe was happy with this solutionThank You, Ben K***, Front Office Manager. 2) Incident date:26-Aug-2017User:***File closed Thanks, *** Subject: RE: FW: Revdex.com COMPLAINT # *** Ben had to deal with him directly and will email you all shortly.~*** Subject: Re: FW: Revdex.com COMPLAINT # *** Hi ***, This was really unfortunate because they did actually receive the wrong order twice. On 8/they ordered two burgers, with GF buns add avocatoWe were extremely busy so Kimberly, I believe, told them it would take an hourWhen they received the burgers, they both had bacon on themThe burgers were remade and sent up and when Chevo got to their room, they said to take it back to the kitchen, it had taken too longThat they had gone to McDonalds, I believe is what they said. To be honest, it may not have been a very timely remake, because we were so busy. They spoke with Doug the next day, explaining what had happenedDoug apologized and offered to comp their meal in the restaurant that nightDoug and I had been in contact multiple times throughout the day about this incident because he wanted to make sure it was rectifiedI asked to be notified as soon as they made a reservation so that I could look over their service. I hadn't heard any more about it that night (8/22) until Doug came into the kitchen, upset, with a box and a burger in it with baconThey had come down and ordered food to-go, which was made wrong againOn a side note, they also ordered a Salmon dinner which was not returned.I stopped the line and had them make a new burger as specified by the original ticketAnd took it to their room personallyI apologized profusely to themI told them I actually couldn't believe this had happened, and that I was embarrassed because we usually take great care to ensure order accuracy, especially when it's a correctionHe vented to me about the complications the night before and I apologized for that again and validated his feelings of dissatisfactionI asked him to please call down and let us know if there was anything at all we could bring up. This was the last interaction with him that I had, but I know that he spoke with Ben before he checked out, because Ben called me to get the details about what had happened. I'm sorry it's an issue and wasn't handled better