BEST WESTERN INN AT THE BUFFALO AIRPORT

I am sorry to hear about your negative experience at our hotel. It is obvious to me that the staff handled your stay entirely wrong, and for this I will have to reprimand them. All of our guests should be treated with the "superior customer care" they expect from the Best Western brand, and this includes the trifles. This hotel is not a resort, but staff should deliver the complimentary items to the room including blankets and hygienic articles.

Concerning wake up calls, I had advised my staff to follow up with a second, personal call, but this practice has proven to be annoying to guests. Although we believe that previous issues with the phones have been properly seen to, it seems that there are still a few bugs to work out! For this reason, we advise the utilization of the alarm clocks which are set in the room. I understand that this can be frustrating as the hotel should offer this simple reliability, but until we have sorted this entirely, it is better to be safe than sorry. « hide

I am sorry to hear that you found my manner rude. I did try to explain the policy of our hotel with courtesy as the happiness of our guests is incredibly important to me. When we spoke, I explained to you that we, and all hotels in this area, do charge for extended parking. I also explained to you that there is a difference between public parking, which booking.com advertises, and the extended parking. Public parking is free while a guest is on premises. Additionally, there is a particular rate available on booking.com for the park-sleep-fly package which is currently $129USD, and the website does advise its visitors to contact our hotel directly with regard to the extended parking package. This is separate from the $89USD which includes free public parking while the guest is on the premises.

We were sold out of extended parking when you contacted the hotel, and I was happy to accommodate you for the proper rate associated. I look forward to your visit so that we can make your stay as enjoyable as possible! « hide

I express deep regret concerning the circumstances that surrounded your trip. Concerning the telephones, a programming problem occurred at the end of our provider that took some time to fix. Unfortunately, I was not contacted that day to provide a solution for my team, and they acted based on their own solution. I cannot say that this was the best decision, as it caused many problems, and I have strongly reprimanded my staff for making no effort to contact me that day.

Additionally, I have spoken sharply to our housekeeping about making sure that our rooms are tidy. However, if for whatever reason a guest is checked into a room that has not been cleaned, our staff is always happy to move the guest immediately, or to provide another solution based on the guest's needs.

Finally, I know that breakfast is the most important meal of the day for guests. My goal is to make this experience worthy of our prized patrons. Although there are some bumpy days, guests have been very content and happy with the breakfast selection and its maintenance. However, this review tells me that we still have way to go before we can impress everyone! « hide

That guests like you have had such experiences at our hotel is truly unacceptable. I have emphasized to my team over and again that the small details weigh heavy in a guest's perception. It is usual for the fruit to be removed by second shift so that older pieces may be dispatched, and the remaining fruit be properly stored to maintain its luster. The desk staff's responsibility is the lobby, and it is to be swept and mopped once per shift, and constantly attended to. Clearly, there has been a lack of maintenance on the part of my team that will be addressed at the next staff meeting.

I am happy to read that their positive and helpful attitudes were in place as this is a major player concerning the hiring process and what keeps a staff member after his or her review. It is true that the hotel is a little shabby, for the property was built in the 80s, and it is up to my team to make this hotel worth every penny! I will continue to coach them in the right direction for the maintenance of the lobby and the work behind the desk should be one in the same to them, as it is to me.

Rather than discouraging, this slew of negative comments creates goals for our staff. I will continue to drive them toward the superior customer care that the Best Western brand is known for.

You may have read other reviews which I've responded to. I have noted that this property anticipates a face lift over the next year so we hope you'll stay with us again! « hide

I am happy to read that you will continue to stay with us! It means that my staff is doing their part to create the best possible experience for our guests. Our convenience to the airport draws all manner of travelers, and it is up to my staff to make sure they keep coming back. We look forward to your next visit! « hide