We pre-booked our stay through Travelocity, and pre-paid for our stay the night we flew in to Orlando, and for the night before we flew out of Orlando. Being a Best Western loyalty member, I was confident that the property would be acceptable, and I was correct. The room was clean, which is important, HOWEVER, the staff, all of them, were horribly rude. I called ahead of time to get instructions on how to get the shuttle, since we arriving pretty late at night. I was told not to bother them now, and to call when I got my bags. I asked to add my rewards number, and I was told I had to do that when I got there, because she was too busy to talk to me. Okay... So we got there, finally got the shuttle, and made it to the hotel after 11PM. I was told that because I booked through a 3rd party, that my rewards number was no good there. Okay... We dumped our stuff in our room, and told the front desk we were going to go across the street to the Marathon gas station for supplies, and we left. The Marathon station was closed, and they were laughing at us as we came back empty handed. We asked if there was anywhere else close by, and they told us no. We went next door to the Waffle House, and they sent us about 2 blocks down the street to a 7-11. When we were leaving on the 1st, we tried to check in 10 minutes early, and you would have thought that I asked the man to stay in his personal home. I yelled at me, and told me that we couldn't check in until 2, and that we needed to leave and come back later. We'd been traveling all day, and just wanted to sit down by the pool and relax, but we were told we couldn't stay and wait for a room. We had to leave, so I ended up finding another property. If I could give it a zero rating I would. less
Juli U, General Manager at Best Western Airport Inn & Suites, responded to this review
Thank you for taking the time to complete our online survey regarding your recent stay at our hotel.
On behalf of our entire team , I would like to apologize for failing to exceed your expectations.Your satisfaction is important to us and we will be using the feedback you provided to make improvements to ensure we offer an exceptional experience for our guests in the future. I hope that you will consider staying with us again so that we can have another chance to provide you with a superior experience.