Best Western Rory & Ryan Inns — Hotel in Hines

After reading some of the recent reviews, I can see this Best Western definitely has a customer service problem. I arrived to check in. Walked in to a very stern man, who didn't say welcome or hello, but immediately asked my name. (Keep in mind, he was aware that only 1 person was booked for the room, so he knew I was by myself) I told him the name and he looked up at me with total distain and asked if David was with me. I told him no, that I'm his wife and I'm meeting him in Corvallis. (Too much information to have to give for a woman traveling alone) I got out my ID and credit card, as I've done at every BW for over a decade and all over the West. He proceeded to completely talk at me and threaten me. But, I should be kissing his feet, he said he was doing me a favor letting me check in on my husbands points and that the other clerks would've been adamant about not letting me stay since my husband wasn't with me. He lectured me on this for the entire time. i was just standing there, as he continued to lecture me like i was 5, thinking to myself to just cancel it and we'll take it up with cooperate, which i still may do after reading the hotels responses to others with negative reviews. We've been using the points my husband accrues this way for over 10 years, at least, and not once, ever, has anyone threatened to not let me check in or even mention him having to be with me. Yes, we know there's a "gift a night", but having used that in the past and the troubles trying to, it's just easier to do it this way. And, like I said, we have NEVER had any issues with it. The clerk on duty was inappropriately talking to me, making me very uncomfortable, and then didn't even bother to tell me where and when the breakfast was, about the pool, etc. Usual welcoming stuff. He lectured me up to the end, but did tell me where to park to get to my room, at least. I don't know if the actual owners are aware of the problem, or being such a small town, they may not have much to choose from for employees, but these sorts of reviews definitely aren't helpful. The hotel itself is good and my room appeared clean. The TV remote didn't work, but I honestly was too afraid to call down to the front desk for help. I probably should have just went on to Bend, but I was so tired after driving through crazy weather all day and just wanted to eat, relax and sleep. Oh, to top it off, there were only maybe a dozen cars in the parking lot, so not many people. He put someone in the room above me, when i noticed a lot of on my floor, so i had to listen to someone stomping, running water, etc most the night. I have to guess that was a purposeful thing to teach me a lesson.

Response from the owner 20 hours ago We do apologize for any misunderstandings you may have occurred. When a guest checks in on points, and their name is not on the account, it is the Front Desks responsibility to question. We do this for the security for the guests. There are only a certain number of room types for each Hotel. Where your room is placed has nothing to do with how the Desk Clerk feels about the guest. If something is not meeting your expectations, let us know! We want to make it right!

Guest response- No misunderstanding. I am aware how the point system works and security of a guest is NOT what it's about. It was his condescending, demeaning, nearly scary attitude and approach that was the problem. I have worked in the hotel business and I know that he did not have to put the person right above me, that with the few guests that were there, he could have put him in another room. I also know the desk clerk does have control over this and if they are at odds with a guest, they can put them in that position of discomfort. Given his attitude towards me, I just wanted to get to my room and hide, peacefully, and that...

ETA: "If you had been honest and told us that you had two emotional support dogs, we might have still allowed you to stay in our hotel as it was late at night and my front desk staff is a kind person." Kelly this is exactly what I did. You just described what I did. You are so ignorant it's absurd. I guess this is the hill you're going to die on. I hope people see this and see your true colors you've spilled out in your response. I really hope NO ONE chooses to stay at your hotel after this incident. If I could go back in time and pick a different hotel to SLEEP in for 5 hours I certainly would. As the other reviews state, your hotel is disgusting btw.

Kelly,

Calling a paying customer a LIAR in regard to a situation you were not present for is the epitome of bad customer service. Asking a customer “how can I help you?” And then proceeding to cut them off mid-sentence because you “already know what they want” is the epitome of BAD CUSTOMER SERVICE. You could really write the book on unhospitality.

When I entered the hotel that you generally “manage” at roughly 1:30am on 1/12/24 and asked the attendant for a pet room for 2 adults, she said she didn’t have them. I said “I have emotional support animals” and the attendant proceeded to have me sign the pet policy which states approval from management is needed for ESA. In signing that form, it made it clear management approval was granted. Otherwise, why would I be presented the form? You are claiming I said “I have one service animal” which I never claimed AT ALL considering I know my animals are ESA and not service animals. I was clear and upfront about this from the very beginning and had nothing to hide. I would have gladly emailed both my and my partner’s ESA prescriptions to the attendant had I been asked. Let’s also take into consideration that 2 adults were in the room, both of which are prescribed an emotional support animal from a licensed psychiatrist. You saying “that’s not allowed” is an infringement of rights on either me or my “boyfriend or husband or WHATEVER he is” as you described him. You decide.

Let’s go on.. Why would my partner and I proceed to walk through the front lobby with our ESA’s to verbally check-out if we had something to hide? If we were trying to “hide” and “undisclosed animal” from you all, we would’ve done so by easily leaving out the back door with the animals undetected. You followed me out of the building AFTER I checked out to ask me why I had two dogs and proceeded to violate my privacy in asking what I needed them for. None of your business seeing as at this point I am no longer a patron; I already paid you and properly checked out of the establishment.

How is it the customer’s fault and responsibility to be fined after the fact of signing the pet policy stating a $0 fee? Train your employees better and learn a thing or two about customer...

Was my 1st yr marriage anniversary get away! Juccuzi room was not clean!!!! Bathroom sink an tub backed up! Phone didn't work! Bedding was dirty with what looked like blood stains. (They gave us clean bedding we put on ourselves) The juccuzi had a broken faucet, the tub jets an tub was full of white plaster chunks an not cleaned. Staff would not clean the tub an gave excuse they didnt have keys to cleaning supplies. We had to take apart the tub filter system an fix it ourselves. The lights were so dim that it was like a dark closet. Plus after all this hassle NO discount offered! No other room offered! I had to beg for a discount an which was only $25.00 what they would give on a $279.00 stay. Nothing got fixed by the hotel staff! Manager treated us rudely an acted like we were the bad guys. Even though we were the ones that chose them an drove 4.5 hours to get to there location. Will never stay there again.

This hotel likes to blame the guests an say that we refused there worker to clean our room! When the truth is the front desk lady didn't have a key to there cleaning supplies room an could not perform anything to fix or clean our room. But that worker lied to her manager so the manager came in the next day is trying to force down our throats, saying that we refused her front desk lady to clean our room. 🤔 (She didnt have keys to the houskeepers cleaning supply room) but we are the bad people? An supposedly refused her to Clean when she said she had no way to get to the supplies..... As for the next day we were asleep when the housekeeper came.. At that time we asked for towels and garbage because we were in bed asleep. (My husband cleaned the hot tub the night before an cleaned out the jets, so the hot tub didn't need cleaning) the housekeeper offered to come back later at our convenience. Which later after we woke up was at our convenience. Which sounds like it wasn't ok that the workers had to come in at our convenience to fix things the next morning..... Again the next morning! Clearly the manager knew the front desk worker didn't have access to the cleaning supplies an had to wait for the next morning for the housekeeper to come into work to do cleaning. But we supposedly refused them to clean the night we arrived. 🤔

Then they email us the same mouth full of BS... Wow!

No customer service! No empathy to customers that receive bad service! No drive to go above an beyond for the customer. The manager don't listen to the customer and the manager just goes by what her worker says to save there job! What a way to get returning guests.

PS... the phone worked because we fixed it! We plugged it into the other phone jack an low an behold that Jack works an the other one don't where it was originally plugged...