My family and I stayed at the Bridgeview Hotel / Best Western in Superior, Wisconsin in October 2016. There were little options for hotels in the area, and the hosts of the wedding we were attending had reserved a block of rooms here. The price was out of line for what we got. Upon entering the hotel, the smell of chlorine is completely overpowering, even though there is a short walk and doors between the front desk area and the pool. Stepping into our room, our noses were assaulted by another bad smell. This time it was the stench of mustiness. The man who brought our rollaway said that all the rooms smell like that, and he's probably just used to it by now. There is some disparity between the rooms, as our room didn't have a mini fridge, but my mothers room did, even though they were the same price. Her fridge quickly froze the leftover burritos we put in it, so they were inedible when we went to eat them. On our first full day there, we were getting ready for a wedding and told the staff we would be out by 1:00. The room service lady said that was too late, so they would not be able to service our room, even though it was about 12:30 when she came knocking on our door. So we asked for a change of towels, and set them on the side of the air conditioning unit. That night when we came home, they were wet from a drip from the ceiling above. My mom said she herself got dripped on by water from her ceiling when standing near the air conditioner. Perhaps the musty smell was actually from mold. When it was time for my daughter to shower, I pulled a towel from the shower bar and one of the shower bar pulled completely out of the wall where the tiles were crumbling where it was attached. We were told there was nothing they could do about it, so she had to shower with a precariously hanging and heavy shower bar dangling from one end that was still attached. Luckily it didn't fall on her. Upon inspecting the crumbling area, my husband said it looked like they knew it was like that and did a half effort attempt to fix it, which obviously didn't work. The next morning when we checked out, I mentioned these things to the front desk staff. He said "Sorry about that." How about a "I'll definitely mention this to my manager."? Maybe he didn't say that because the manager wouldn't care. I tried calling the General Manager, Nikki A., within the next few days. After being placed on hold for a very long 10 minutes, I was told that she was busy and asked why I was calling. I told the lady taking the message why, left my phone number, and was told Nikki would call me back. She never did. I suppose why bother when they had our money already. I wasn't looking for a refund or anything like that, but when a manager actually shows they care, that goes a long way in appeasing someone who had a less than pleasant stay. I would not recommend this hotel with smelly, crumbling, dripping rooms and the apathetic staff that works there. less
Nikki A, General Manager at BEST WESTERN Bridgeview Hotel, responded to this review
Hello - I am so sorry to hear that things did not go well for you during your stay with us. I am also sorry that you did not get a response from me. I am unsure of what happened there but want you to know that this is not our standard and would love to touch base with you so I can make it right. If you have a moment to respond to me with the information on the room and dates stayed I will look into this right away for you. Again, my sincere apologies.
If you could possibly email me at firstname.lastname@example.org I will look into this for you.
Thank you for giving me your feedback. I appreciate the opportunity to turn this into a positive experience for you.