Been staying there for over 20 years - won't go back again
06/09/2016 jkr46723, Fort Wayne, IN
I've been going to this hotel for over 20 years, and I do not expect to ever do that again. Besides the bed being soft and uncomfortable, which has been the case in the past as well, I was, quite fran... more
I've been going to this hotel for over 20 years, and I do not expect to ever do that again. Besides the bed being soft and uncomfortable, which has been the case in the past as well, I was, quite frankly, sufficiently afraid of the desk clerk that I barricaded the door. When checking in, the clerk who was manning the desk, announced my room number - quite loudly, actually - twice. I was not confrontational, nor angry, but I did say that it is really not cool to do that with any guest, most especially with a woman traveling alone. He angrily replied that he always does it that way - that is how he directs people to their room. I pointed out that he can just show the room number and give directions. Belligerently, he asked if I wanted to talk to his manager. I just wanted to get away, and declined; though after I'd gotten my luggage, I stopped at the desk again and said that I regretted that that encounter had seemed confrontational to him - that had not been my intention. He scowled and made no reply. When I met him in the hall a little later, he was again/still scowling and made no acknowledgement. Truly, I was concerned that this might be "the guy" who loses it after being challenged, and I barricaded the door so that he could not gain entry in the night. I am not a hysterical type; I've never had this sort of concern before in all the years I've traveled.
Though most of my experiences over the years have been superlative, this was not my first negative experience. On my next-to-the-last stay there, my bed was so broken down that I could not find a way to sleep on it without hurting my back. The best I could do was to sleep with my head at the foot of the bed and corner-to-corner. I told the clerk about it the next morning as we were checking out, and received an email from an Assistant Manager. She offered no apology and told me that she and Housekeeping had looked into it and the bed was fine. Still I went back. On the next visit, there were no problems, and on this one, I barricaded the door to protect myself plus the bed was soft and uncomfortable, though not as bad as the previous time.
On top of that, there was a noise like I've never experienced anywhere. I couldn't tell where it was coming from - it seemed like maybe below me - perhaps there is machinery down there. At any rate, my computer screen was actually vibrating with the pulse of it - lasted for over half an hour.
I don't know what is going on with this place; I've been coming to this hotel pretty regularly since 1993, and have truly loved the spaciousness of the rooms; but I cannot imagine that I'll ever be back. less
rst1108, General Manager at BEST WESTERN West Towne Suites, responded to this review
I would like to thank you for being a long time guest. I would like to apologize for the last couple stays you have had. As you said you have been coming here for years, and they have been positive except for the last couple. I want you to know our guest safety and satisfaction is very important to us. I know my assistant has already emailed you regarding this situation. I want you to know that we have addressed the issue and it will not happen again. I hope you contact him to discuss this further.
Once again, we are truly sorry for the service you got. I hope you give us another chance.