The property was in poor repair (mostly cosmetic, but very noticeable), and the desk clerks were clearly not trained. The poor clerk when I arrived at 8 pm had three fairly large issues immediately- a guest went to their room after check in and that room was already occupied, a guest was charged double the correct rate when checking in, and after I checked I came back because my non-smoking room smelled heavily of cigarette smoke.
She had no idea how to remedy any of this. She was clearly not trained on the billing, and could not adjust a guests' bill. She had no idea how to deal with the double booked room. She was able to move me to a different room, but it was a significant downgrade from my original room--I was fine with that, it was all that was available and I had no complaint over the room downgrade. However, she could not adjust my bill to the lower cost of the downgraded room. The poor clerk did her best, and kept a smile on her face, and I applaud her, but her management really failed her in her training.
The new room I was assigned had a clean bedroom, but the bathroom was not cleaned. The walls in the bathroom had clearly been recently dry-walled, and large patches of it were unpainted. There were dirty towels on the floor and the shower was damp with used toiletries in it. I did not complain as the bed was made and I just wanted to sleep. I got some extra towels and just lived with it in the morning.
Everything in the room was in general modestly unclean-- pretty dusty, splotches on the mirrors, hand prints and smudges of dirt were all over the place... it just felt uncared for. Nothing seriously unhygenic (remember, I chose not to make an issue of the bathroom to the staff, so they did not have an opportunity to fix that), but it felt run down and shabby as a result of the dust and disorder.
In the morning, I found that I had been charged for the suite I had originally booked but had smelled of smoke. I asked the front desk staff to adjust my bill, and they said that they could not, as they had no way of knowing what the rate was for the suite or the double room I had ended up staying in, which is a ridiculous statement. I had booked through the Best Western website, so I had to pull up my reservation online to force the clerk to fix the issue. I do not like to be "that guy," but by this point I was pretty annoyed with the whole experience, and was unwilling to pay extra for a room I did not get to use. less
Dustin R, General Manager at Best Western Dunkirk & Fredonia Inn, responded to this review
Thank you for staying with us and leaving us your review.
I understand your concern for the desk training. We get very high remarks on our customer service at the hotel. Some things cannot be handled immediately or without investigation. The front desk clerk you checked in with was quite new. It takes a little bit of time to allow front desk staff to see every situation that may arise at a hotel. Not a week goes by where something new doesn't pop up; I have been here for 13 years. We will continue to use all guest feedback to help in our training and continued education of the staff.
Thank you again for letting us know about your stay.