A recent stay at a Best Western in Madison, Alabama, highlighted inconsistencies in customer service, raising concerns about potential bias and discrimination towards veterans and individuals with disabilities. While some staff members provided exceptional service, others exhibited behaviors that warrant further examination.
This experience began positively. Initially, the Black American front desk staff (one female and two males) provided outstanding customer service, making the stay comfortable and welcoming. Their attentiveness and professionalism were exemplary. For instance, the young Black female employee proactively corrected a significant overcharge on the room rate, demonstrating genuine care and concern. She also consistently contacted me to facilitate stay extensions, accommodating my rehabilitation schedule.
However, interactions with white employees at the same hotel presented a stark contrast. A white female desk clerk significantly inflated the room rate during a stay extension request. Fortunately, this was rectified by the aforementioned Black female employee. Later, a different white female desk clerk created an unnecessarily difficult and confrontational experience during another extension request, exhibiting a defensive and unprofessional demeanor.
Furthermore, an incident involving hotel security raised concerns about implicit bias. While waiting in my 2024 Cadillac CT5-V, a guest complained about a suspicious person in the parking lot. Although it was still daylight, hotel security was dispatched. The young Black male front desk clerk, displaying remarkable professionalism, proactively called to inform me of the situation and remained on the phone until security arrived to ensure a smooth resolution. This incident begs the question: would security have been called if the vehicle had been less conspicuous or if the occupant had not been a Black veteran?
Following a conversation with the white male manager regarding these issues, including the overcharge and the security incident, the situation deteriorated further. I was subsequently banned from the hotel without explanation, apology, or any involvement of law enforcement. Only the Black female employee offered an apology for the inconvenience. This disparate treatment between Black and white employees raises serious questions about potential bias within the hotel’s staff.
This experience underscores the need for Best Western’s corporate leadership to address potential inconsistencies in customer service training and to reinforce a culture of respect for all guests, particularly veterans and individuals with disabilities. While acknowledging the positive contributions of specific employees, it is crucial to address the negative experiences to ensure consistent and equitable service across all Best Western locations. This account serves as both a commendation for exemplary staff members and a call for improved training and accountability within the Best Western organization to prevent future incidents of this nature.
