thumbs down, beware if bringing a pet
We have never brought a pet, it was decided last minute to bring our dog. I let the person know at check in. We were told they didn't have a pet room clean yet & they'd call when ready in about a half... more
We have never brought a pet, it was decided last minute to bring our dog. I let the person know at check in. We were told they didn't have a pet room clean yet & they'd call when ready in about a half hour (mind you this was at check-in time 4pm so shouldn't all rooms have been ready?) We never got a call so we returned in about 45 min. He said the room was ready. Later that evening there was a complaint about our dog yelping. We had left him in the kennel when we went to the pool. The front desk guy claimed we didn't tell him we had a pet & were not in a pet room so would have to move after we were all settled in half unpacked. Later we felt we were lied to about this & that it was just re: the complaint. Yes our dog was crying & we were very embarrassed & never let it happen again, but couldn't we have just gotten a warning Did we really have to be moved... We were also later told we weren't allowed to leave the dog by itself when WE called to let the front desk know we were going to dinner & if they received a complaint to call we'd come straight back. SO what do I do with the dog when we go to eat? There was no sign saying dogs not allowed at the pool, many people brought their dogs in. All were on leashes no issues. We didn't want to leave the dog after he had cried in the room alone & now knew apparently wasn't allowed to be left. Randomly some employee comes & tells us the dog isn't allowed at the pool. If these are all the rules fine but make us aware at the beginning of the stay in written form, a sheet of paper with pet policies!
The cleanliness of the room was below average. I am not super picky on hotel cleanliness but expect the basics. Top complaint, the inside of thetoilet looked like it hadn't been cleaned in a good month, even worse in the lobby toilet. Although hotel bedspreads are always slightly nasty these ones were extremely worn & need to be replaced. The maid woke us up day 1 of our vacation just before 9 AM, we asked she come back when she did at nearly 4PM, I think all she did was replace some towels & empty the garbage, our beds weren't made, coffee not replaced. There was no do not disturb sign provided.
The front desk employee's were all indifferent, none were extremely helpful or kind.
Definitely the worst experience we've ever had at a Best Western. Not the worst experience I've ever had at a motel but definitely the worst for a franchise I stay at very often & expect more from. less
Tricia Hope, General Manager at Best Western Coral Hills, responded to this review
My sincerest apologies Nikole,
I want to extend my sincerest apologies out to you for not exceeding your expectations with us here at the Coral Hills.
I am so sorry to hear about the issues with you bringing your pet with you. Unfortunately, we had to do away with the pet paper due to COVID. However, we should make sure to tell our guests all of our policies we have with our pets since they do not have the opportunity to read them for themselves and sign the waiver. I am so sorry to hear that you had to move after you had already settled in your room. We try to make sure that all of our guests are in pet-friendly rooms who come to stay with us are all in one building to make sure that we can also accommodate our guests who have pet allergies with a room that is kept pet-free. I'm also sorry to hear that the front desk attendant did not tell you when you called that pets were not allowed in the room unattended, this should be fixed and I will make sure I pass the note on so that this never happens again. Regarding pets at the pool, I will make sure that our signs are updated to make sure that there is no more confusion regarding pets at the pool. We love seeing our furry friends who stay with us and we love being able to accommodate them, so thank you for the review so that we can make sure that we can best accommodate you and other guests who bring their furry friends with them in the future.
I am so sorry to hear that your room was not ready at check-in time. Our housekeeping department has been short-staffed and our management team has been trying their best to help them with making sure rooms are ready on time. However, when we are sold out and the majority of our guests leave there are a lot of rooms for so few people to clean. Regarding the cleanliness of your room, this is completely unacceptable I will make sure that I let housekeeping know that they need to be doing a more thorough job of cleaning the rooms to make sure all of our guests feel safe in their room when they come to stay with us. I'm sorry to hear that your room wasn't cleaned during your stay. Due to COVID housekeepers are not supposed to enter any occupied rooms unless asked to by the guest which can be relayed to the front desk attendant at check-in so it can be put in the housekeeping notes.
Again I want to apologize for the experience you had here with us and I hope that you consider staying with us again in the future so that we can provide you with a superior experience.
Best Western Coral Hills