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Business Profile

Hotels

Best Western Plus Mill Creek Inn

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:01/29/2024

    Type:Customer Service Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    We booked a suite at this hotel for 3 nights. Friday to Monday At the very start of our stay (checking in) we had items stolen out of our car. We shared our experience with the front desk and asked that the security footage be viewed/pulled so that we could see it and provide it to the police. We were told that only the manager was able to pull the footage. Because it was a Friday we were told we would have to wait over the weekend till Monday when he comes in. On Monday, he did not come in, and so we left without the video, told he would reach out to us and the police on ****************** were able to reach out to him and gave him an aprox time of the theft. He pulled video and told them he did not see anything. However he never reached out to talk to us. When we reached out to him, he seemed to not know what date or our names, how could this not be on his radar? I shared our details, suggesting he look up our check in time for the time of the incident, he has that information. After talking with him we discovered he pulled the wrong time period for the police.If only he would have reached out to us, he could have been helpful. Because he chose not to communicate, apologize, or attempt to understand what happened, "the video has been overwritten now". The customer service, communication, and compassion is very disappointing. We come to Salem often (a couple time a month) for various sport our kids are in. We love to stay in locations with our team, the team booked at the Hilton property, but it was sold out. We initially said maybe we should move locations to the ** Mill Creek so we could all stay together, not only does it have a pool but also a hot tub. The team agreed, "next time". However, after this incident, I would never recommend this hotel. How sad and such a missed opportunity to show kindness by doing something that took very little time. We felt very unimportant, uncared for and dismissed by the front office staff and this manager.

    Business Response

    Date: 01/30/2024

    I'm very sorry about the miscommunication that occurred after your stay with us.  We could have handled this situation better, and we will work in the future to improve communication between staff and with our guests.  I'm very sorry about your experience; we will do our best to make sure that this never happens again.

    Customer Answer

    Date: 01/30/2024

     
    Complaint: 21215956

    I am rejecting this response because: This canned answer is not customer care of any kind. I would hope that a business, acutely aware of how disappointed their customer is in their communication and service would reach out and communicate with us directly. But as noted in our complaint - This business doesn't seem to care about the customer, they are just doing the bare minimum by posting comments like "we will try to do better". But here again, was another opportunity to do that which the company stated they were going to do and show some effort to communicate with their customer. They have all of our information, during check in they have gather everything about you, phone numbers, e-mails etc, but instead of reaching out and demonstrating professional integrity, apologizing for what happened during our stay, for the delay in support of any kind..., they choose to just cut and paste some stock pacification about how they will attempt to do better, while at the same time not. 

    ***************************

  • Initial Complaint

    Date:07/30/2023

    Type:Customer Service Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    ******** was absolutely terrible to a bunch of children! My kids cried themselves to sleep after she had the pool closed down after we went across the street to eat some pizza after we were told there was no food or drinks in the pool patio area. When we asked to speak to a manager, she refused to put us in contact with any sort of supervisor.I am not sure what kind of person laughs while kids are crying but, I am sure this type of person should not be involved in hospitality. :(

    Business Response

    Date: 07/31/2023

    I'm very sorry about your experience with us.  I will speak with staff about options that could have been taken, and we will work to make sure this doesn't happen again.

    Customer Answer

    Date: 07/31/2023

     
    Complaint: 20396000

    I am rejecting this response because:

    I would like a full refund issued after having my son's end of season celebration obliterated by this woman. We specifically chose this venue as a team for the swimming pool. It was stripped away for no reason other than the front desk staff were having a bad day or whatever.


    Sincerely,

    *************************

    Business Response

    Date: 08/07/2023

    I am very sorry about your experience.  I have issued a 25% refund for your experience; please allow up to 7 business days for the refund to show on your statement.  I've spoken with our staff, and this will not happen again. 

Best Western Plus Mill Creek Inn is NOT a BBB Accredited Business.

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