Our experience at the Best Western on April 11, 2018 was completely disappointing with unacceptable service from the moment we landed in Fort Meyers. I was traveling with my husband and three year old daughter. I called on our layover in Atlanta to confirm a shuttle would be available at approximately 10:15 PM when we were scheduled to land in Fort Myers. The woman I spoke to was pleasant and informed me to call when we land and we would be picked up near the baggage claim #5 entrance. I called when we landed and I believe spoke to the same woman. Without hesitation she said a shuttle would be on the way. After over thirty minutes of waiting, I called again. A gentleman answered and asked a woman in the background if a shuttle was headed to the airport. Unfortunately, there was not and the gentleman explained he didn't know what happened, he just got to work... Then, he said the driver was fixing something and would be on the way. Finally, he arrived cheerfully and friendly. Upon a slow, seemingly clumsy check-in with a young male attendant we were given our room keys and headed to our room. We attempted to open the door to a dark room that had the flipper lock turned over to prevent entry. The room was occupied! I believe it was nearly midnight at this point. We proceeded back to the front desk and explained the situation. The male attendant apologized, but then asked us twice if we were sure it was locked! He checked the computer system and reassigned us to a new room and keys. We hauled everything back up and arrived at the second room. The door opened to a dark room and I immediately noticed the blankets were turned back! A startled man in the room mumbled something and we immediately exited and rushed back to the lobby. Now past midnight we contemplated leaving for a completely different hotel. Our daughter was tired with little patience and we did not have our own transportation. We decided to explain one more time to the same attendant that another room was clearly occupied and insisted he assign us to a new room that he inspect before we enter. He apologized again and explained they just checked in approximately 100 guests from a tour bus thirty minutes prior to our arrival. As you can imagine, we had no interest in hearing excuses for these uncomfortable encounters. Well past midnight we settled into our room on the first floor after we were assured it was indeed vacant. The room was inconveniently located next to the open paint cart in the middle of the hallway full of wet paint, next to the exercise room, rear entrance and also on the route of the early morning, rattling garbage cart route. I visited the desk again in the morning to speak to a woman who appeared to be a supervisor or manager. She casually apologized and blamed it on their computer software. At no point were we provided a discount, voucher or unsolicited apology. I am incredibly grateful we did not encounter an angry guest during our escapades as I can only imagine how scared our daughter would have been in that situation. I will never recommend this hotel will not be offering Best Western our future business.
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