Smoke filled rooms, non working fridge, outdated washrooms, uncaring staff
18/03/2019 Danewfies, Kitchener, Canada
We arrived shortly before 3pm checkin, and were made to wait 'for a room to be cleaned' till almost 3, yet we never saw a cleaning person working on the rooms. We have never been made to wait for chec... more
We arrived shortly before 3pm checkin, and were made to wait 'for a room to be cleaned' till almost 3, yet we never saw a cleaning person working on the rooms. We have never been made to wait for checkin time, at any other Best Western in Canada or USA, and we have stayed at over 50 of them. While we waited, we were alarmed to see an exterminator truck pull in beside us. The driver assured us that he was there for maintenance, and not due to a problem. We believe him. The fridge didn't work in our first room. A man came and 'fixed it', but it wasn't fixed and started leaking water on the floor. The cleaning lady who came next, wanted to solve the problem by leaving us a rag to wipe up the leaks. Not happy. So we went to the front desk and were switched to a different room. It smelled badly of cigarette smoke. So we went back again to the front desk, and were given another room. It smelled badly of smoke. So back to the front desk yet again, and finally, after dragging our luggage from room to room, our 4th room had a working fridge and was not smoke filled. The bathroom in 2 of these rooms were quite outdated and grungy. The mattresses had seen their better day and they made a crunching sound when you moved on them. The breakfast lady was very 'carefree' in that there was no coffee, no forks, very few sausages, and the garbage cans were overflowing. She was more interested in a very long conversation with another guest to notice us trying to ask to get a refill on the coffee maker. It took till we were almost finished breakfast for it to be ready. We will not be back. less
Nerissa M, Guest Relations Manager at Best Western Allatoona Inn & Suites, responded to this review
Dear Valued Guest,
We are very much concerned with your feedback. Please accept our sincerest apologies for this experience. Our endeavor is to offer a nice stay to all our guests but failed this time. Actions shall be taken to improve everything on priority and you can have a good stay next time. We are always looking for ways to improve upon the guest experience and I hope you will return to see how we continue to grow and evolve.