17/09/2016 kelseyj9615, Grand Rapids, Michigan
I'll start at the beginning; when we first checked in about 6:30-7pm, it wasn't too much of a friendly greeting or any smiles whatsoever. I know that may sound silly but the first presentation of cust... more
I'll start at the beginning; when we first checked in about 6:30-7pm, it wasn't too much of a friendly greeting or any smiles whatsoever. I know that may sound silly but the first presentation of customer service can impact a stay. I asked about 2 weeks prior to the reservation if I could have an upgrade due to my BWR status and I was told it was taken care of. When I asked about it upon check-in she told me that if they were available, the other manager would have done it already. She didn't bother to check anything she just quickly told me they were all full. I would probably rate the encounter with the front desk a 2/10. At least they were there.
Next, the room;
When we checked into our room it had a funky odor. It smelled like a musky, old moldy smell? Almost like really old stinky shoes. I had to bring my own air freshener and that only helped slightly. We had to keep spraying a puff or two every now and then to make it smell normal. Overall the room was clean and the sheets were clean, there was some dust on the table and the drawers. I didn't check the vents.
The pool and whirlpool were nice/okay, I think both may need to be cleaned soon. It also had that weird smell.
Breakfast was great and well kept up on. The TV in the breakfast area was very nice.
Overall it could have been much better and for the typical price at which they sell their rooms I would keep looking. Not worth it for $140- a night. less
GMGrandRapidsBW, General Manager at Best Western Executive Inn & Suites, responded to this review
Despite you are an employee of another local BEST WESTERN and did not meet the regulations for booking an employee rate, the Front Desk Associate who checked you in honored your reservation anyway as a courtesy to you. She was concerned, and expressed to me that you became very upset at check in that you were not given a free upgrade. Unfortunately the system shows you as "base" status for BEST WESTERN Rewards and do not qualify for an upgrade, also as she explained to you that upgrades for Platinum and Diamond members are not done prior to arrival and are based only on availability at time of check in.
Unfortunately because you did not report any issue with room odor during your stay we were not able to validate your claim. We do hope our guests will give us the opportunity to fix any issues experienced during their stay to ensure they have an pleasant stay with us.
Make A Great Day!