Fabulous location, questionable service
25/09/2016 valentinew, oregon
We reserved our Best Western Hood River Inn room through Trip Advisor. The occasion for our stay was our wedding anniversary plus we had been invited to a late afternoon wedding outside of Hood River... more
We reserved our Best Western Hood River Inn room through Trip Advisor. The occasion for our stay was our wedding anniversary plus we had been invited to a late afternoon wedding outside of Hood River.
Although official check in time was 4:00pm, we arrived at the hotel at 11:30am, hoping our room (riverside with balcony) might be available earlier. The front desk told us the room was not YET available. We explained our hope to have our check in no later than 2:30pm as the wedding venue was more than a ½ hour drive from the hotel and we needed to change clothes. They said they did not think early check in would be an issue. We asked if they could call us on our cell phone when the room was available. They said they did not have time to make such calls. We then went into town to have lunch.
We arrived back at the hotel around 1:00pm. The room was not YET available. They said a “picture window room” was available. I asked what that meant, they said it was a room without a balcony. I told them I was somewhat claustrophobic, and really needed a room where I had access to the outside, plus I did not like A/C and wanted fresh air. We went to their restaurant to wait. Again our room was not YET available. When we returned we decided to wait near the front desk, so we would be close by as soon as the room became available.
While we waited I overheard many customers being checked in to riverside/balcony rooms. The front desk explained to me several times our room was not YET available, but again, the “picture window room” was available. Finally, at 2:50pm, we agreed to accept the “picture window room”. They key card did not work. We asked the cleaning staff to open our room. They agreed after verifying at our room number on the envelop. The room was a much smaller room because it was next to a ramp. When we opened the drapes, we could see the dining room deck, there was no privacy. My husband tried to brush his teeth and there was some problem with the plumbing in the sink. The water stopped running and then there was a large burst of water which went all over his suit.
When we returned to the hotel after the wedding, the key card did not work. We went to the front desk and found out our key had been assigned to a different room. There were no operable windows. There were no blankets or comforter. There was a window A/C. We called the front desk for a comforter or blanket. They sent a very thin blanket that appeared to be made for a twin bed. The sound of the window A/C kept me awake most of the night.
It was not the best anniversary celebration, although the wedding was fabulous, my husband is the best, and our hotel breakfast the next morning was excellent. less
CVHinman, General Manager at BEST WESTERN PLUS Hood River Inn, responded to this review
Dear valentinew, Thank you so much for taking the time to write a detailed account of your experience. We’re happy to hear you enjoyed your included guest breakfast, and the wedding you attended. I’m extremely sorry to hear that early check-in was not available for your reserved room. There are just 16 King bed balcony rooms like the one you reserved and being it was a wedding Saturday some of those were booked for the entire weekend, so you see the options were quite limited. The west wing balcony rooms all have queen beds so that is likely why our front desk was unable to offer a different balcony room. The plumbing problem I can't explain and certainly apologize for that deficiency. I realize after a disappointing experience like yours that it’s not easy to return. But if you do choose to, your best bet is to either phone our hotel directly, or book via Best Western. That way, you’ll get our best rates and we would have much more latitude in handling your reservation. All the best to you, and happy anniversary! If you would like to return for a future anniversary celebration, please contact me directly at email@example.com. I’ll make sure you get a beautiful room with a balcony!
Chuck Hinman - General Manager