Rude staff, dirty rooms
09/09/2018 Maggie M, Purcellville, Virginia
My family stays at Best Westerns frequently, and we've never had an issue with them. The staff are friendly, it's clean, it's a good value. But we had a horrible time at the Best Western at Dulles Air... more
My family stays at Best Westerns frequently, and we've never had an issue with them. The staff are friendly, it's clean, it's a good value. But we had a horrible time at the Best Western at Dulles Airport, so much so that we cancelled our second night. The lady at the front desk was extremely rude to us. We had booked our stay here the night before we had to catch an early morning flight because we thought their website said the shuttle runs 24/7. When the receptionist told us that wasn't true, she told us that this was our problem and not hers, and offered us no help in finding a local taxi company or some other way to get to the airport. On top of that, our room was dirty, and the hotel has no elevators. We will not be going back to this Best Western. less
, General Manager at Best Western Dulles Airport Inn, responded to this review
Thank you very much for your concerning feedback. I appreciate your loyalty to the Best Western brand and I am so sorry to hear that your experiences fell short this time around. We truly take this feedback to heart and I will be sure to address your concerns with the front office staff directly myself. Unfortunately, we do not offer 24-hour shuttle service to and from Dulles and apologize you thought you read that on our website; we should however have assisted in booking a cab for you which we have trained our front office staff to do. Our courtesy shuttle runs daily from 4:00am - 11:45pm every half hour. Furthermore, I look forward to inspecting your guest room myself for it's cleanliness and condition to see that that gets addressed immediately. We would love the opportunity to improve and make things right if your travels do bring you back this way.
We wish you and your family safe future travels ahead of you!