Horrible & freezing night. Unacceptable for a Best Western Hotel.
Two stays in this hotel within the same week. The first was simply OK, in general but as the second one was horrible, I'll concentrate in the second one. After a trip into different Italian areas, we came back to this hotel, chosen as our operational basis. Knowing that we would arrive later evening, we called them early that same morning to inform them and everything seemed OK. Finally, we reached the hotel at 23,15 h. There was one receptionist who was very kind from the very beginning, supposedly watching our tired faces, after a long car drive.
When reaching our room, I noticed the air conditioning was not working (August night, around 27 Celsius degrees). Call reception and first symptoms that something wasn't going properly. No other chance that go down again and ask him what happened. Only answer was there was a general malfunction in the system and that he was alone there. Only option then was to change the room.
Come upstairs again, check the new room and the air conditioning that was working to ask my family to change the room, with my son, already sleeping. Change the room and after 5 minutes, we noticed that the air conditioning was working properly but impossible to readjust the temperature and fan control. Furthermore, the mini bar was only filled with one Coke and one Fanta. No water, at all.
Come down again and this time, really upset. The receptionist was now really nervous and he contacted with somebody, to whom he explained the situation but apparently without any solution. He offered me the possibility of another room change but he should check it first. I accepted and came back to my second "frozen" room, where my family was already sleeping, all with extra sheets, due to the 21 degrees. After 15 minutes, nobody appeared and I renounced to do anything else, being my family completely frozen but asleep.
Next morning, I was optimistically awaiting some comments / apologies from somebody at the Reception Desk but nothing happened. In view of this, I decided not to fill in the Hotel Complaint Book, paid the bill and explain this story here, for all international readers. Being a usual customer of Best Western, I consider this situation as completely unacceptable and we will never sleep in this hotel chain, again, if possible.
Let me also say as a conclusion, that breakfast was really poor. Rooms were, as usual, big and spacious, with a very comfortable bed and last thing was the ridiculous management of the pool, owned by a external Club, which required an extra payment and a complicated trip to get in. less