Great People, But Had a Couple of Let-downs
30/10/2018 Cerritos_Dave, Cerritos, California
We stayed at this Best Western on the first and the last nights of our 2-week Virginia vacation. The first night we arrived after midnight, so were not surprised to get a 2nd floor room, which would h... more
We stayed at this Best Western on the first and the last nights of our 2-week Virginia vacation. The first night we arrived after midnight, so were not surprised to get a 2nd floor room, which would have been OK if there were an elevator! Both nights we were pleased with our room--it was fresh and clean, with extra towels, and a sink area separate from the toilet/shower (helpful when getting ready in the morning). The (included) breakfast was very good, with the usual items--pretty good omelety eggs, biscuits/gravy, very fresh bread items (bagels, muffins, etc.). That first morning we were able to take the hotel shuttle to the airport so that we could get our rental car.
On the last full day of our trip we arrived at the hotel very early (around noon) but were able to get our room. We dropped off our bags, then drove to the airport to return the car. We then went to wait for the Best Western shuttle to take us back to the hotel. It was a very cold, rainy day; we were sheltered from the rain, but still freezing cold! We waited 45 minutes and no shuttle came! Finally we called the hotel and were told that the second shift driver had not turned up, but someone could be there to pick us up in 15 minutes. There was no way we were going to wait in the freezing cold for another minute so we took a taxi (should have asked the hotel to pay for it but the front desk was really busy).
Our second let-down could have been quite serious. We had asked for a 4:00 AM wake-up call since we had an early flight. We got NO WAKE-UP CALL! Luckily my husband woke up in time or we might have missed our flight!
I will give a word of praise to a nice lady in the kitchen who saw we were in the lobby too early for breakfast and brought us a tray with cookies and pumpkin bread. Also the early morning shuttle driver was very nice and helpful. After he loaded our bags, he asked if we had had breakfast and actually offered to run into the kitchen and get us something to eat! So, good job to these two! less
Rylan M, General Manager at Best Western Dulles Airport Inn, responded to this review
Thank you for your recent feedback and for staying with our property. I am happy to hear that you enjoyed your interactions with our wonderful team members and that you found your guest room fresh and clean. I apologize for some of these inconsistencies with your stay and will be reviewing this with my team to ensure flawless execution moving forward. We are always looking for ways to improve our services and amenities offered and truly appreciate the detailed feedback. We hope to see you staying with our Best Western again soon.
All the best,