02/08/2017 Bobby M,
We were there with a baseball team. Big mistake as this is not a family friendly hotel!!! Oh my, where to start??? As already stated, we were there with a team and had a block of rooms, or so we th... more
We were there with a baseball team. Big mistake as this is not a family friendly hotel!!! Oh my, where to start??? As already stated, we were there with a team and had a block of rooms, or so we thought. We weren't even all on the same floor. After trying the room key several times (and people continually had problems getting in their rooms with the key card all week even after getting new cards) we opened the door to a very heavy, wet and musty smell. Rooms felt damp and made clothes feel damp. The staff was very rude and disrespectful. Before arrival, we inquired about using their conference room if it wasn't already being used and were given unrealistic price quotes. We wanted a place where the boys could eat and hang out together. They had a strict "no congregrating in the lobby" policy, even hushing adults who were talking in a normal tone IN THE MIDDLE OF THE DAY!!! Never have I been in a hotel where we weren't allowed to hang out in the lobby. They later allowed us to use the conference room for free after inquiring about it again. They also tried to enforce a very strict 10pm curfew, which meant we were supposed to be in our rooms at 10pm. When they locked the pool at 10, we were told we had to leave the patio too, whose access was gained through the pool. We simply said we would go out the outside gate and come in through the front doors. Knowing we would need to clean baseball clothes, we inquired about the laundry facilities before arrival. The dryer was broken and we were told a part was ordered. It never arrived so we air dried the clothes in already damp rooms. The vending machine took several dollars from my child. There was only one ice machine but two floors. The kids were told they weren't allowed to drink the complementary bottled water. The breakfast area was very small and they obviously didn't plan ahead even though they had reservations for two baseball teams that would potentially be there for up to a week. They ran out of syrup, OJ, and 2% milk on our second morning there. I think they restocked two days later. After being there for a few hours, we were asked to sign a contract labeled "Team Guidelines" that was never presented at check-in that stated some unrealistic expectations including: 1. Guests are not to congregate or loiter in the lobby area. 2. No decorating of rooms or room doors (we had signs for the boys on the doors with removable no residue tape and did not remove them from the doors) 3. No excess noise - after 10pm, guests are expected to be in their rooms. 4. No more than 4 guests to a room...um...families with more than two children? unrealistic!!! 5. All alcoholic beverages are to be kept in guest room at all times. There were other points on the contract, but those were the most unrealistic. The others were common sense. By the way,we told them we would not sign the contract and actually started to look for a different hotel because everyone felt like they had to walk around on pins and needles and the boys felt like they couldn't have any fun. Long story short...this is not a family friendly hotel. The housekeepers and girl working the breakfast were the only friendly workers. The front desk workers, including the manager, Sol, were VERY RUDE AND DISRESPECTFUL!!! less
Soledad M, General Manager at Best Western Circus City Inn, responded to this review
The baseball team did in fact reserve a block of rooms but were never promised the rooms would be together, as we must accommodate other guests who were here prior to the arrival of the baseball team. The hotel has rules that are always in place, such as quiet hours and no alcohol in public areas, children must be supervised and the closing of the pool and patio at 10 PM. Congregating in the lobby is not a problem until the noise becomes too loud and front desk staff cannot hear the callers on the phone because a group of players or parents are in front of the desk and talking loudly. Staff had to ask multiple times for guests to move away from the desk or for parents to supervise the children. Guests in the hotel called the front desk to complain about the noise after 10 PM. Guests left the hotel or decided to stay elsewhere because of the noise of this group. Alcohol is to be kept in the rooms at all times but this group used the patio as a bar area despite being asked not to do so. Children in this group were throwing bottles of water in the hotel and had to be asked not to do so. After reviewing the security camera footage, it was determined that the kids in this group were the ones being disruptive, based on the uniforms that the kids were wearing.
The parents felt that the hotel should allow them to use the hotel commercial laundry facilities or the staff should wash the uniforms for the players. The dryer in the hotel was out of order and it was unfortunate timing but unfortunately, machinery does break down and usually not at a convenient time.
This group showed no respect for staff, hotel property or policies, or other guests (2 boys nearly knocked an older guest down by the front desk). The pool and patio areas were generally left very messy and food and drinks were spilled on the patio and staff was not notified of this. Despite a posted rule stating no glass is to be in the pool area, broken glass was found on the patio, as well as wine corks and bottle caps. It felt at times that the parents were more concerned with drinking on the patio instead of supervising their children and became incensed when staff asked them to supervise the children. Other guests were unable to sleep because the team was so loud and unruly and even commented that the parents were not watching their children. Another baseball team was in the hotel at the same time and staff did not have any issues with this team or the parents of the players.
We sincerely apologize for failing to provide a great experience for the team and parents and not meeting your expectations. We hope this will not discourage you from staying in another Best Western Hotel in the future.