We stayed here so we could attend our son's Air Force graduation. Booked October 19th-23rd, 2016. The first day we chose not to have housekeeping clean our room. The second day, we did request a turn down. We picked up everything, so that the room could be cleaned without them having to maneuver around our things. The only thing done was the dirty towels were picked up and replaced. They did not vacuum, or clean the bathroom area sink. After this, we declined further maid service. Saturday night when we returned from spending out last night with our son, we came back to water steadily dripping out of our ceiling. We contacted Rene at the front desk and he came to our room, looked at the ceiling and asked if we had gone to the room above to see what the issue was. We told him no, as we were removing our belongings so that they did not get ruined. He acted totally annoyed and went to the room above. He came back about 5 minutes later and said that they had merely took a shower and didn't put the shower curtain in the shower. Our ceiling however, was still leaking and actually getting worse. Rene went back down to the lobby and stated he was going to call the manager. After 15 minutes of hearing nothing, we went to the lobby. He apologized and said that there was nothing he could do. The owner demands that all rooms be rented and they had no where for us to go. He said that we could stay in the lobby until we left to catch our airplane (some 8 hours later) or he would comp us a night and we could just go back to our room. Mind you...our room was STILL leaking and our son was sleeping on the hide-a-bed in the room that was now leaking - so that would be impossible, not to mention, unsafe! We were so completely upset, we left and just went to the airport - 8 hours early! We had to sit in hard plastic chairs, by the main entrance, as nothing was open to purchase blankets, etc...It was freezing. We stayed up until TSA opened, flew back to Portland, then drove 5 hours, to get home.
A few days after getting home, I called the motel as I realized I had left a couple pairs of jeans and t-shirts in the closet, due to our speedy departure. I spoke to Rene (the same person who was in charge, the night of the leak). I described the items I left. He said that he was going to go check the lost and found and was away from the phone for several minutes. When he got back on the line he said that there was nothing in lost and found but a few power cords. That;s B.S!
I ended up calling the corporate office and making a complaint and I was told that this was completely unacceptable, a case would be opened and that I would be hearing back from them within 7 days (but it's usually only a couple). Well...it's not a few days shy of December and we have heard NOTHING!
This was a horrible experience! A bad motel. horrific business practices in a bad part of town. Don't trust the internet pictures! less
Riaz A, General Manager at BEST WESTERN Alamo Suites, responded to this review
I appreciate you bringing me the issues you encountered to my attention. Our strive is always to assure guests have a welcoming stay. I have addressed your issues to my staff. I understand you came for a graduation, a memorable occasion and you had to encounter so many issues. Thank you for giving me your feedback so I may take action on all that issues you came across. Thank you for staying with us.