Worst Best Western Experience Ever!
27/06/2017 Jan B, Estero, Florida
My husband and I stayed there for one night (3 days ago) on our 35 day trip. We had a horrible experience upon checking in only to enter our room to find a filthy, unsanitary and malfunctioning toile... more
My husband and I stayed there for one night (3 days ago) on our 35 day trip. We had a horrible experience upon checking in only to enter our room to find a filthy, unsanitary and malfunctioning toilet that we had to clean ourselves because we were told there was no other room to move us to and the cleaning staff had left. And this was after standing waiting to check in for 35 minutes while the clerk completed her computer work! Eventually, the owner (who was watching remotely by camera) came to "snake" the toilet so that it was functional. When I spoke to the manager a few days later about the situation, she said she would only discount our room $25 because she "knew that nothing would make me happy". I still can't believe the experience ! I do want to mention Lena, the evening desk clerk who was not there for any of our check in fiasco, was shock d by what happened and tried to make up for it even at her own personal expense! This hotel manager and the other attendant should ask Lena how to empathize and de-escalate a customer service situation! I hope she is recognized for that. less
BestSalesTeamEunice, Sales Team at Best Western Eunice, responded to this review
Janice, We are deeply sorry for the troubles you encountered at our property. We always go above brand standards and give our guests the best we can offer - our guests do not clean their own rooms and after reviewing with staff they came to your room to clean and adjust any issues with the room since that is what the property must do. Your room was inspection by staff and owner before it was rented and verified upon your review. The assumptions of hotel monitoring actions can be inaccurate. Though we hope all your stays are wonderful, please call us directly with any concerns you have. Thank you again for staying with us.