Comfortable Beds, Great Desk Clerk, Horrible Housekeeping
26/11/2017 LindaSue613, Park Rapids, Minnesota
Comfortable beds but layout and cleanliness leave a lot to be desired. Our family of four came to stay two nights while I had business in town. I booked directly through the hotel and was pleased ... more
Comfortable beds but layout and cleanliness leave a lot to be desired. Our family of four came to stay two nights while I had business in town. I booked directly through the hotel and was pleased when they offered a room slightly before the internet price. Upon reserving a room, I did request a room close to the front desk as I am handicapped and have problems walking even with a cane. I was assured it wouldn't be a problem. After checking in, and heading to our room, we had to first walk down the entire length of the downstairs corridor (at least ten rooms spread out on each side) just to reach the only elevator of the hotel. After getting off on the second floor, we again had to walk at least the same distance down the second floor corridor (our room is almost above the lobby). I'd have called the front desk to see about changing to a closer room, but I was just too worn out and in too much pain to have to walk the corridors again. This room DEFINITELY isn't ADA compatible. The sink is extremely slow draining, and the front desk assured me someone would look at it the next day. There was also an empty soda can in the bottom (open) section of the nightstand. When we returned to our room the second night, I noticed one wall of the bathroom had blood and what appeared to be poop splattered on the wall. We were all probably just too tired the night before to even notice. The sink had not been fixed and was still slow draining. Kudos to the desk clerk who came up shortly after 7:00 p.m. to clean the wall in the bathroom for us (she did offer to move our room, but since we are leaving in the morning and I'm worn out from working more than 12 hours today, we asked just that the wall be cleaned. The refrigerator also could be better -- it is an energy efficient refrigerator with no controls for cooler/warmer -- but everything we put in the fridge was barely cool to the touch even after being in there all night (we did hear the motor running, so it was working). The hotel desperately needs to be updated to be more accommodating in this high-tech world. The wi-fi has been wonderfully fast (rare for hotels), but there are very few outlets in the room. We had to unplug the hair dryer just to be able to charge our two phones. The beds are wonderfully soft, the rooms are quiet (we've not been able to hear anyone walking or talking in the halls), and the customer service has been prompt and has exceeded expectations. Upon asking the front desk clerk this morning about a local attraction my husband and children were interested in, she gave me quick directions and printed out information from the internet. The location is convenient to many things in Alexandria, too. However, great customer service doesn't take the place of poor housekeeping and non-compliant ADA rooms that are a long distance to walk to when walking is already difficult. I'll be back for business again in the future but will be looking at other hotels in the area. less
BW24135, Manager at Best Western Alexandria Inn, responded to this review
I'm very sorry that your room did not meet your expectations. We are disappointed that we failed to meet the high standards we hold for the cleanliness of our hotel.