One of the worst stays at BW
12/09/2016 Mina B, Rochester, United States
- first room we entered had a horrible smoke smell - we were changed to a different room 213 which wasn't tagged from the outside. The room wasn't vacuumed but it was fine for the night. The next day ... more
- first room we entered had a horrible smoke smell - we were changed to a different room 213 which wasn't tagged from the outside. The room wasn't vacuumed but it was fine for the night. The next day we returned to the room after it's been cleaned and found it not vacuumed. - The fridge inside the room was on very high that everything we put inside was frozen and eventually spoiled the food and needed to throw it out - I attempted to use the room safe and it was locked. When I asked the receptionist at the time, she said she doesn't know how to use it. I asked another person the next day and she attempted to find out from the manager but still couldn't understand how to use it. - I tried printing something on the printer and the ink wasn't working and the printer needed toner, I told the receptionist and she knew that it needed toner and nothing she could do about it - The bathroom vent wasn't working so all the water vapor is trapped in the room for at least 30 mins after having opened the door. - Grab and go back was giving to me when I asked about it and other time receptionist said it's only for people who didn't get to eat breakfast. - Lastly the equipments at the gym are very very old and very outdated. The hotel should be ashamed thinking that these are work or equipment. less
Chianti D, Guest Relations Manager at BEST WESTERN PLUS Charlotte/Matthews Hotel, responded to this review
Dear Mina B.,
On behalf of our entire team, I would like to apologize for not exceeding your expectations. Your satisfaction is important to us and we will be using the feedback you gave us to implement improvements to ensure we offer a better experience for guests in the future.
I hope that you will consider staying with us again so that we can have another chance to provide you with a superior experience.
If I can provide any assistance, please don't hesitate to contact me directly at
Guest Relations Manager
BEST WESTERN PLUS Charlotte/Matthews Hotel