15/06/2018 BigEasyUptown, New Orleans, Louisiana
I don't understand how this place is rated so highly. We were visiting our son in La Grange and we decided to stay here because it was close to his home. When we arrived at 3:30 in the afternoon, 30 m... more
I don't understand how this place is rated so highly. We were visiting our son in La Grange and we decided to stay here because it was close to his home. When we arrived at 3:30 in the afternoon, 30 minutes after check-in time, we were told our room was not ready yet but they would give us a different room. The room they gave us was in serious need of updating - worn furniture and discolored and scratched-up fixtures(sink, toilet, tub). The window air conditioning unit made a constant rattling sound. When we showered the first morning we discovered the drain in the tub was stopped-up and we reported it to the front desk on our way out. We were told it would be taken care of - it wasn't. When we returned to our room that night there was no coffee, coffee cups, plastic glasses, or toiletries. I went down to the front desk to report this and was able to get everything but coffee - apparently there was none left anywhere in the hotel. That night we got a wake-up call at 2:00 in the morning when the dumpster outside our room window was being emptied. On our last day we got back to our room at 4:30 and found it not cleaned yet. Again I went to the front desk and was told they were still cleaning rooms and had not gotten to ours yet - they finally did come at 6:00 to clean the room. And finally, when we went to check out there was no one at the front desk so I left the card keys on the counter and walked out, never to return. less
Dee M, General Manager at Best Western Ashbury Inn, responded to this review
I want to start by sincerely apologizing for the problems you encountered during your stay at our hotel. We usually do keep an extremely high rating here because usually we are on top of our game. Last week, not so much. We had 3 housekeepers out sick and a front desk person out. That basically means that the housekeepers instead of cleaning 15 to 18 rooms a day were doing double that. Thankfully everybody is back and healthy and we can get back to business as usual. The dumpster is a horrible problem. I have called several times to complain about the time of pick up and every time I am told that the people who pick it up are sub contractors and therefore they can't dictate to them when they are going to pick it up. This is the only company that we can use do to a city contract. I hope that you will give us another chance to provide you with superior service in the future.