Nice, clean, updated, but rude
The hotel looks to have been recently updated and the rooms, lobby and grounds were all nice and clean. The pool was closed for the duration of our stay; disappointing but not a huge deal. The staff, ... more
The hotel looks to have been recently updated and the rooms, lobby and grounds were all nice and clean. The pool was closed for the duration of our stay; disappointing but not a huge deal. The staff, however, was rude. Checking in the front desk person was not overtly rude, but not welcoming either. I had trouble printing in the business center, no help when asked. Came back to the hotel at 8pm for second night after being gone all day to find housekeeping had stripped the beds and forgotten to remake them and had not left clean towels. A call to the front desk got me bedding a couple towels, but no apology for the inconvenience. When I went to get the bedding, the front desk agent tersely dismissed a potential guest who had a pet with no apology and only a suggestion to try the hotel next door.
Breakfast was as you'd expect in quality but quantity is a blank concept to them. Our final morning the hot food was gone by 830 (breakfast ends at 9) and the employee told a guest who asked when more would be out that they'd been there since 6am and would not be making any more.
The room was nice, great water pressure in the shower, the appliances looked new and well cared for. The beds were firmer than I like however mattress firmness is subjective. If you like a firm mattress, you'll be fine.
But the customer service negated all the positives about the hotel and causes my Poor rating.
Location is good, convenient to I20 but a little confusing as to how to get in. It appears you are going to the gas station in front of the hotel but the hotel's driveway is just shared with their parking lot. On the plus the convenience store is right there if you need anything! Another hotel is right next door so the one side has a view of a wall of windows. It may be an "airport hotel" but I only heard planes a handful of times during our stay so noise wasn't really an issue. less
Best Western, Sales at Best Western Airport Inn, responded to this review
Dear BW Customer, All that you have said is true. I apologize for the staff rudeness and I know exactly what employees you are talking about! However, I know that my apology is far from sufficient but I do extend this apology sincerely. I have been out with a tremendous death in my family and I have neglected to communicate with staff. This, however, does not give permission for guest to be treated in such a way. I hope to be back in the office on Tuesday to straighten out these issues. Know that I will be bringing all what you have said to the attention of that guest services attendant. Thank your honest observations and with such detail to the fact that no doubts can be in ones mind. Please know that I will be doing all I can to rectify these issues as we move forward into our renovation plans.