Best Western Queens Gold Coast

Business reply on Google

We’re sorry to hear about your experience, Emma. It sounds like you encountered several issues that impacted your stay, and we sincerely apologize for any inconvenience. Your comfort is our priority, and we strive to provide a pleasant environment for all our guests. We recommend that, in situations like this, our staff be informed as soon as possible so they can address any concerns immediately. Your feedback is invaluable, and we will certainly take it into account to improve our services. Thank you for sharing your thoughts with us.

Business reply on Google

Thank you for sharing your feedback, Karalyn. We're sorry to hear that your stay did not meet your expectations, particularly regarding the issues with smoke odor. Cleanliness and comfort are top priorities for us, and we appreciate you bringing this to our attention. If you encounter any issues during your stay, we encourage guests to let our staff know immediately so we can address any concerns promptly. Your experience is important to us, and we hope to have the opportunity to improve your impression in the future.

Business reply on Google

Thank you for sharing your feedback, Steve. We’re sorry to hear that your experience didn’t meet your expectations. Your comments about the conveniences, room condition, and temperature control are important to us and will be addressed with our team. We strive to provide a comfortable stay for all our guests, and we appreciate you bringing these issues to our attention. We hope to have the opportunity to improve your experience in the future.

Business reply on Google

Thank you for taking the time to share your feedback. We’re truly sorry to hear that your experience did not meet your expectations. Our team takes all guest feedback seriously, as it helps us improve and ensure each stay is comfortable and enjoyable. Our property photos were fully updated less than two months ago, including a complete 360° virtual tour that accurately represents our rooms and common areas. We also recently passed a comprehensive Best Western inspection with excellent results. Regarding the parking area, the dumpster you mentioned belongs to the restaurant on-site and was awaiting its regularly scheduled pickup that day. We apologize if this created a poor first impression. The photo of hallway trash you referenced was taken as our housekeeping associate—visible in blue uniform—was in the process of collecting it during her cleaning rounds. We appreciate your kind comments about our front desk manager and the cleanliness of our lobby. While we understand that our style or room layout may not have been to your preference, we did process a refund for the unused nights of your stay in accordance with our policy. We regret that your visit didn’t reflect the experience

Business reply on Google

Thank you for taking the time to share your feedback. We're sorry to hear that your experience was a frustrating one. We strive to ensure every guest has a comfortable and enjoyable stay, and we regret that we fell short of meeting that expectation during your visit. We understand how inconvenient it must have been to encounter maintenance issues in more than one room, and we recognize your disappointment. Our team did attempt to address the problems promptly by offering to send a technician and, when no comparable rooms were available on-site, arranging alternative accommodations at a nearby partner hotel. We're glad we were ultimately able to assist in that way, though we understand the situation had already become stressful by then. Regarding the interaction at the front desk, we've reviewed the details thoroughly, including staff reports and available footage. While our associate remained composed for much of the exchange and did make efforts to help, it’s clear that communication between both parties broke down. The conversation became tense, and unfortunately, that made it harder to reach a calm and timely resolution. We’ve spoken with our team member involved and reinforced

Business reply on Google

Hi Huma, Thank you for sharing your feedback. We’re glad to hear that you found our hotel clean and our staff friendly and accommodating. However, we apologize for the noise disturbances you experienced during your stay. We understand how important a peaceful environment is for our guests and are actively working to address these concerns. Your insights are valuable, and we hope to provide you with a more restful experience in the future. Thank you for choosing us!

Business reply on Google

Jess, we are truly sorry to hear about your experience at our hotel. We apologize for the inconvenience and stress you faced due to the key box issue and lack of assistance from our front desk staff. Your safety and comfort are our top priorities, and we regret that we fell short in providing a solution promptly. We understand your frustration with the lack of communication regarding compensation and the billing process. It is our understanding that in the end you were compensated for one night of your stay. We appreciate your feedback and will address these issues internally to prevent similar situations in the future.

Business reply on Google

Thank you for taking the time to share your feedback and for choosing to stay with us over the last three months. We are surprised by the review that you left us with regard to the service that you have been provided. We have countless emails from you praising our staff for the wonderful service and kindness we have shown you during this difficult time. We have emails as recently from you as March 31st. Please understand that our ability to accommodate guests is subject to the availability of rooms. While we strive to provide excellent service to all our guests, there are times when our occupancy reaches its maximum capacity. During such periods, it becomes challenging for us to fulfill every request, even for our valued long-term guests like yourself. Your needs with your family of 5 occupants exceeds the occupancy of the rooms that we have available for your requested next stay. We offered you different accommodations and you refused. We have been more than accommodating with regards to your room rate, and we explained to you that during certain times of the year, we are able to offer a lower rate, as you actually always did get our best rate for your occupancy. However we are in

Business reply on Google

Dear Harkamal, Thank you for taking the time to share your feedback with us. We are truly sorry to hear about the disappointing experience you had at our hotel. Providing exceptional customer service is our top priority, and it is disheartening to hear that you did not receive the level of respect and understanding that you deserve. We apologize for the unprofessional behavior exhibited by our front desk staff and understand how this could negatively impact your overall impression of our hotel. Your feedback is invaluable to us, and we will certainly address this issue with our team to ensure that all guests are treated with the courtesy and professionalism they deserve. We appreciate your understanding and regret that we were not able to provide you with a more pleasant experience during your stay. Thank you again for bringing this to our attention, and we hope to have the opportunity to welcome you back in the future and provide you with the exceptional service you deserve.

Business reply on Google

Hi Keegan, We're sorry to hear about your recent experience at our Best Western. We strive to provide fair and accurate pricing, so we apologize for any discrepancies you encountered. We also apologize for the cleanliness issues you experienced and the behavior of our front desk staff. We appreciate your feedback and will address these concerns with our team to ensure a better experience for our guests. Thank you for bringing this to our attention.