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  • I had the absolute most unbelievable, WORST customer service experience with the hotel manager MARK this morning via phone. I booked a three-night stay at this hotel and pre-paid my trip through Priceline.com. I was in Las Vegas for CES and due to work needed to stay in a different hotel for two of the nights that I was actually booked at the Best Western in Henderson. I called the hotel in advance to confirm that I would be able to check in on Day 3 instead of Day 1 and spoke with Danielle, who noted this on my account and reassured me that there would be no issues with my adjusted check-in date. I explained that I would still be paying for 3 nights since it was prepaid. She confirmed that I would be fine to do this and that she would flag to her manager, Mark. Turns out, the hotel never confirmed my reservation, but that's not really why I'm pissed. The reason I'm writing this review is because of the hotel manager, Mark, who after I explained my situation said that "he was going to bend the rules for me, but because of my tone he was no longer going to help me". Excuse me, but did you really just say that you didn't want to help me because YOU took my being upset PERSONALLY--I have to laugh because that is customer service rookie mistake #1!!!!!! The subsequent conversation (which I hung up on because I don't engage in dialogue with individuals that are not willing to listen to me) was DEPLORABLE. You are the manager of a hotel. Your job is customer service and hospitality. I don't care how angry I get on the phone, or how upset I may sound, YOUR JOB is to MAKE IT RIGHT. Do whatever you need to do so THIS TYPE OF REVIEW doesn't appear as a black mark on your hotel's 4 out of 5 stars. I am a public relations executive, so my job is all about word of mouth and people's/brands reputations. I don't care if you are the Four Seasons or the Best Western in Henderson, NV. Your reputation is everything. And you can bet that I will be telling everyone I know that this was the worst customer experience of my entire life to date. Please, with the wide array of other hotels available in the area, STAY ELSEWHERE. A hotel that does not value its customers, both pleased and displeased, is not worth your money--even if it is at a discounted rate.
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