Unavailable staff, room smelled like smoke
17/04/2018 Lisa4275, Cedar Springs, Michigan
We called the toll-free number for reservation while we were on the road. When I asked if the hotel was completely smoke-free, representative was unsure but said she did not see rooms noted as smoki... more
We called the toll-free number for reservation while we were on the road. When I asked if the hotel was completely smoke-free, representative was unsure but said she did not see rooms noted as smoking or non-smoking. When we reached the hotel, there were no staff in sight, and we waited a full five minutes for an employee to show up and check us in. The building is old, décor is slightly outdated, but the room was clean. However, we noticed right away that the mattresses smelled faintly of cigarette smoke. We later saw that all of the doors to the rooms had signs that indicated Smoking or Non-smoking rooms, and they were right next to each other, so even if no one had ever smoked in the room we were in, we could have smelled it from a nearby room. The pillows are small squares and not very soft. We always sleep with a sound machine on and could not hear much traffic, but we did hear plenty of slamming doors (which is pretty typical for many hotels). The floor in the small breakfast area was sticky. We did not eat the breakfast offered but went to Bob Evans, which is across the parking lot. I wanted a receipt when we checked out, but there was no one at the front desk and no one came when I called out less
Best W, Manager at Best Western Airport Suites, responded to this review
We sincerely apologize for your experience. The building is 100 percent smoke free but unfortunately people still do smoke sometimes. We try our best to prevent such incidents but they do occur from time to time. We have noted all other issues and they will be addressed. Thank you