"This review is difficult to write because our stay started out great and ended very poorly.
We stayed at the Best Western in Lumberton, NC, from Friday through Sunday. The General Manager personally checked us in during an early check-in on Friday and was absolutely wonderful. She was professional, friendly, accommodating, and provided exceptional customer service. Because of her, our stay got off to a great start, and throughout most of the weekend we had no major complaints.
Unfortunately, everything changed at checkout.
Before the 11:00 a.m. checkout time, I went to the front desk, completed the checkout process, turned in my keys, and received my receipt. My family was in the process of gathering our belongings and preparing to leave. My children had been using the pool prior to checkout, and we were wrapping up our stay.
What happened afterward was handled in a way that I felt was unnecessary, unprofessional, and completely inconsistent with the customer service we had received during the rest of our visit. The situation escalated when it didn't need to, and instead of feeling appreciated as paying guests, we left feeling embarrassed, frustrated, and disrespected.
It's disappointing because one negative interaction at the end of a stay can overshadow an otherwise pleasant weekend. Had the checkout situation been handled differently, I would have gladly returned and recommended this hotel to others."
Change your mindBook hotels with free cancellation
Be pickySearch almost a million properties worldwide
