Best Western InnSuites Tucson Foothills Hotel & Suites — Hotel in Four Corners States

I've never experienced such poor guest service when having to deal with a guest service representative (GSR).

I initially called to book service and in speaking with GSR, she was extremely rude. In giving my information she was very flippant. After speaking in a reasonably slow tempo to give my information to make a reservation, she asked that I speak slower, which I gladly did, despite her extremely flippant mannerism.

I then repeated the information again slower since she had challenges in this area and she was again very flippant saying to talk slower. No problem I thought. So given her mannerism and to avoid any miscommunication I then repeated my information, this time one letter/number at a time, waiting for her to confirm each so she was sure to not have difficulty this time.

When I started to give my email address her terrible attitude continued and out of the blue she said "I'm not putting up with this." (Clearly she hated her job or at a minimum hated making reservations while working the desk). She then angrily told me to hold.

When she got on the line again, she said she was cancelling my reservation. Hoping my call went to her as a result of a Best Western call center being overloaded and going straight to the property, I tried calling back a few times in hopes of booking with someone else who was better trained in taking reservations and guest/potential guest service, each time she grabbed the call and was just as rude as the first time. It should be noted that throughout the exchange there was no profanity or other uncivil behavior on my behalf, only the slowing down of providing the information as per her (the GSR's) requests.

I was finally able to get the Guest Service Supervisor who I would have thought would try to make things right given the poor service that was being given. Instead, his response was along the lines of "I'm standing by my representative."

Aghast at someone who is supposed to be leading the GSR by example in terms of guest/potential guest service, and who instead was essentially putting a rubber stamp (approval) on her poor behavior, I then called the Best Western corporate office.

I told them of the situation to both complain about the poor behavior and to then book a reservation given the GSR appeared to keep getting calls that I would think would normally go to a call center. The corporate office was kind enough to book the reservation, but indicated this Best Western was individually owned and they could do nothing to rectify the situation.

They did say they would write the GM to inform him about the situation so he would have the opportunity to provide whatever additional training is required for the GSR, and it was conveyed that they did not expect the GM to give any pushback with reference to the reservation.

Since they did book the reservation, and I would only be on property a few days, I figured I would put up with whatever poor service the property staff had as once I checked in, I would most likely not be at the property except for sleeping purposes.

The next day (December 25th) at 6pm my time, I received an email from the GM (first name Jace) indicating he was canceling my reservation. I am a former hotel GM and I was amazed that both the front desk supervisor and the GM would allow themselves to be a proxy for a GSR by following her wishes instead of taking the higher road and satisfying the guest/potential guest, which would be the normal situation when someone has a leadership role in a service environment.

If the rest of the property is run with the lack of care as is evident by the front desk staff's service, it is likely the rooms are maintained in a similar condition. A consequence when employees are not held accountable for their performance. If you are considering staying at this hotel, I highly recommend you take a pass. It gives me no pleasure to write this review. How...

I was traveling with my family and it was our first trip to Tucson. We arrived at the hotel around 1 and asked if there was anyway we could check in early, the woman at the front desk was very polite and asked if we had any requests and we briefly mentioned wanting to visit the pool. She let us know that the soonest she would have a room for us was in about an hour. No problem, we decided to check out a few nearby stores before returning an hour later.||||We checked into room 130 and were excited to check out the happy hour and pool after a short rest but very quickly realized that the room had absolutely no sound insulation. Every word spoken outside, every time someone walked past with their luggage, and the music being played by other guests at the pool all sounded like they were in the room with us. We tried to ignore it and settled in but it was impossible to ignore. ||||My parent went to the front desk to ask if we could possibly switch to a different room on the second floor or just a bit further away from the pool. They were told very firmly and rudely by a man at the front desk that their "policy" didn't allow any changes since we had requested a room by the pool and there was no actual issue with the room. My family travels frequently and have occasionally asked to switch rooms and have never had an issue before.||||I went back down to the front desk with my mother and was treated by the general manager. We again explained the situation and he said that there was no way they could switch the room because of their policy. I asked to see the policy that stated room changes were not allowed. This seemingly innocent request was met with absolute hostility and I was immediately accused of being rude and disrespectful to the hotel staff and was told that either we could go back to our room or cancel our reservation but either way we would have to leave the lobby IMMEDIATELY. I then asked if we would receive a refund if we cancelled the reservation. The manager stated that we would not receive a refund if we cancelled the reservation and then said that if i would need to leave the lobby and he could discuss the situation with my mother as an adult. I am a 26 year old woman and was the one who booked the reservation and instead of being given basic courtesy as a guest I was treated as if I was a criminal.||||To make matters worse he then insisted that we could either leave the lobby or he would call the police. I was completely appalled and shocked beyond belief. We let him know that we would indeed like to cancel our reservation and he said that we would need to clear out the room and leave the property within the next twenty minutes or he would call the police.||||I have stayed at dozens of hotels and have NEVER experienced such horrendous customer service. This experience has completely tainted my opinion of Best Western for allowing such a rude person to become the general manager. Avoid this hotel at all costs, save your money and go ANYWHERE else. We ended up staying at the Double Tree by the convention center and had a...

I was traveling with my family and it was our first trip to Tucson. We arrived at the hotel around 1 and asked if there was anyway we could check in early, the woman at the front desk was very polite and asked if we had any requests and we briefly mentioned wanting to visit the pool. She let us know that the soonest she would have a room for us was in about an hour. No problem, we decided to check out a few nearby stores before returning an hour later.||||We checked into room 130 and were excited to check out the happy hour and pool after a short rest but very quickly realized that the room had absolutely no sound insulation. Every word spoken outside, every time someone walked past with their luggage, and the music being played by other guests at the pool all sounded like they were in the room with us. We tried to ignore it and settled in but it was impossible to ignore. ||||My parent went to the front desk to ask if we could possibly switch to a different room on the second floor or just a bit further away from the pool. They were told very firmly and rudely by a man at the front desk that their "policy" didn't allow any changes since we had requested a room by the pool and there was no actual issue with the room. My family travels frequently and have occasionally asked to switch rooms and have never had an issue before.||||I went back down to the front desk with my mother and was treated by the general manager. We again explained the situation and he said that there was no way they could switch the room because of their policy. I asked to see the policy that stated room changes were not allowed. This seemingly innocent request was met with absolute hostility and I was immediately accused of being rude and disrespectful to the hotel staff and was told that either we could go back to our room or cancel our reservation but either way we would have to leave the lobby IMMEDIATELY. I then asked if we would receive a refund if we cancelled the reservation. The manager stated that we would not receive a refund if we cancelled the reservation and then said that if i would need to leave the lobby and he could discuss the situation with my mother as an adult. I am a 26 year old woman and was the one who booked the reservation and instead of being given basic courtesy as a guest I was treated as if I was a criminal.||||To make matters worse he then insisted that we could either leave the lobby or he would call the police. I was completely appalled and shocked beyond belief. We let him know that we would indeed like to cancel our reservation and he said that we would need to clear out the room and leave the property within the next twenty minutes or he would call the police.||||I have stayed at dozens of hotels and have NEVER experienced such horrendous customer service. This experience has completely tainted my opinion of Best Western for allowing such a rude person to become the general manager. Avoid this hotel at all costs, save your money and go ANYWHERE else. We ended up staying at the Double Tree by the convention center and had a...