I would like to open by saying how much I enjoyed staying here the 5 times I have stayed here
Which is why it pains me to leave such a review.
Checked in on 9.25 with Ms. Robin, pleasant and cheerful experience. Performed my normal clean down of the room - which generally consists of wiping the entire room down with Clorox bleach wipes, cleaning the bathroom, changing bed sheets/linens to my own, cleaning fridge/microwave/remote door handles/chairs and rug area where we sleep, etc. Unfortunately, when I got to changing the linen, I noticed a spot on the side of the sheet and 2 long pieces of hair in the bed. The sheets did not appear fresh - but I did not assume. After finding went to the front desk pleasantly and politely to request a new room. I knew there wasn’t any housekeeping about to clean up the room so I didn’t bother to ask. After explaining to Ms. Robin the situation, I was quickly and efficiently moved to room 113. What I found interesting is that it was shared with me, how many complaints have been received about the current housekeeping staff of the 2nd floor. I still did not judge though. I just thanked her for the room key and proceeded to move all of my items.
After re-cleaning the new room, we got dressed to go to dinner and left. Upon returning to the new room we turned on the AC for the night and prepared to shower. Unfortunately the shower pooled previous users filth around my ankles. And the AC began making very loud whirling noises. Because we were tired, especially after driving three hours, I simply gave up on the shower and turned off the AC and endured the heat.
In the AM I attempted to turn on the AC again as I worked remotely and could not even sit thru a meeting because of the loudness of the AC. At my break I called the front desk, to ask if someone could look at the AC because I thought (hey maybe, there is a trick to using the unit). I was quickly told by the manager that she would send me housekeeping however, maintenance was not available as it is his day off and the only option would be a room move. Trust me when I say, a room move was not ideal as I had already settled in. However, the need for a clean shower over took my desire to stay. Another interesting experience, is that the housekeeper shared with me that she knew what I was speaking of. Both about the AC and the water in the tub but she shared there was nothing she could do and that I should just move rooms. So of course at that point moving rooms is what I accepted.
At this point, I got dressed to go to the front to handle the transfer of paperwork and as I was walking to the front I had the displeasure of hearing the manager discuss me & my displeasures. And I will admit, it was a bit hurtful, considering the entire time I was nothing but polite. Especially while handling over my hard earned money. However, I just stood quietly at the front desk as I was mimicked and spoken ill of regarding things I have nothing to do with. After several moments of hearing the manager state "she cant be expected to close off rooms due to issues" and "so what she is a blogger - let her blog". She finally comes around the corner with a great look of surprise and then the fakest of smiles. I will admit, she attempted to be as polite as she could once realizing I heard her unkind statements. But at that point, I was hurt and had experienced truly enough. I simply smiled and thanked her for her time. As I was leaving she called out that she would bring me the key to the new room and again I thank her.
A half hour later, I was promptly installed in my third room where I returned to my remote meetings. less
Best Bay, General Manager at Best Western Augusta West, responded to this review
Thank you for your recent stay with us, we appreciate your business and are pleased that Ms. Robin at the front desk was so efficient with your request to move rooms.
Our housekeeping supervisor also tried to assist you and mentioned that she was unable to fix the loudness of the AC and suggested that she would be more than happy to locate you a new room.
The conversation that you overheard between the front desk associate and our housekeeping supervisor was the disappointment they felt because of the experience you had. They were definitely not speaking of you personally and we apologize that you felt that way.
We do apologize that you feel we did not show our normal “southern hospitality” and do hope you will give us another try in the future.