We want to start out this review by mentioning that the greatest asset that this hotel has is their staff. They were remarkably warm and professional, and went above and beyond the call of duty under what would turn out to be very difficult, unforeseen circumstances.
Upon checking into the hotel for a six night stay, we could see on the approach from the lobby to our first floor room that the hotel had the appearance that it was in need of space renovation. This was surprising because their website advertised "Newly renovated hotel! Come see our new remodeled hot tub and swimming pool area!"
While we did not go into the swimming pool area, it was visible from the hallway. The pool water looked more green(ish) than blue, and from the hallway it looked slightly cloudy. Comparing it with our pool at home, I decided that I would not use the hotel pool. That was not an inconvenience for us, as we typically haven't used hotel pools in the past.
Our room looked like it had some updates. The living/sleeping area looked nicely refurnished, but the bathroom's only update appeared to be the countertop/vanity. The ceiling in the bathroom had a spot (about the size of a nickle) of dark fuzz (suspiciously like black mold) growing on it. Funny....I had read the exact same information (about the 'fuzz') in a review of this hotel before we booked. I booked it anyway, thinking that maybe it was just a disgruntled or hard to please guest who had written it. But, sadly, we noticed the same. Maybe we were both booked into the same room.
Upon approaching the exit door on the side of the building (through the hallway that contained the ice machine), I noticed that the ceiling was significantly sagging around a long crack with staining around it. It appeared to have developed due to what looked like old water damage.
On the second morning of our visit, we lost all power in the bathroom and entryway of the room when I plugged in a hair appliance. We attempted to reset the GFI, with no success. To our surprise, the hotel staff told us that whatever happened also affected the entire wing of rooms - and that maybe another guest had plugged in a hair appliance at the same time. The front desk was very kind and responsive to our problem. She immediately looked for tripped breakers. When she found none, she called to let us know. She also offered us the use of the bathroom in an empty guest room so that we could get ready for our early morning appointment.
When we returned to the hotel several hours later, the person responsible for the repair (I believe his name was Dennis) told us that he was able to restore power to the other rooms, but not to our room. We had suspected that he might have this problem, because we had just experienced a faulty GFI outlet in our garage at home, and the only remedy was to have the GFI outlet replaced. Dennis offered to move us to a suite down the hall, so we packed up and moved to the new room.
Upon entering the 'suite', we noticed a very strong odor of mildew. We didn't want to complain to the staff, as they had been so kindly responsive to our first problem, so we ran to the local Walmart and purchased a package of Damp-Rid, and a scented candle. That definitely helped. By the way...we would not recommend spending extra on a 'suite'. While the room was a little bigger with a knee wall separating the living from the sleeping area, the arrangement made the sofa seem too far from the only television. The bathroom had an oversized jacuzzi tub, which we did not use. It was an older tub with the pebbled texture on the bottom, which we assumed was what prevented the bottom from being cleaned well. The bottom of the tub looked soiled and/or stained.
I don't recall whether it was the first room that we stayed in, or the suite - one of them also had a water damaged ceiling that appeared to be old, unrepaired damage.
In the end, we decided to check out a day early, due to the poor quality of our stay.
We had booked the hotel through Priceline, which has a no-refund policy, and we had paid for the entire stay in advance.
When we attempted to check out of the hotel a day early, we were told that we had to tell Priceline that we were checking out, since that is the company that we booked through. We called Priceline right away, as we didn't want to be responsible for a room that we weren't occupying. Priceline put us on hold while they called the hotel, and to our surprise, came back and told us that the hotel was willing to refund us for the day that we did not stay, due to the difficulties that we experienced there. We had NOT asked for a refund, which just confirms what I wrote about in the first paragraph of this review....that the staff at this Best Western is remarkably kind, professional, and wants to do the right thing. Kudos to them! less
Badal C, Manager at Best Western Edmond Inn & Suites, responded to this review
Dear Valued Guest,
Thank you for completing the survey regarding your recent stay at our property.
On behalf of our entire team, I would like to apologize for not exceeding your expectations. Your satisfaction is important to us and we will be using the feedback you gave us to implement improvements to ensure we offer a better experience for guests in the future.
I hope that you will consider staying with us again so that we can have another chance to provide you with a superior experience.
If I can be of assistance in the future, please don't hesitate to contact me at 405-216-0300.
Thank you again for taking the time to complete the survey. We appreciate your loyalty to our brand.
Best Western Edmond Inn & Suites