I called and went over all of the details with a lady a week prior to my booking the handicap accessible room for my daughter's 13th surprise birthday sleepover. I specifically asked about the chair lift in the pool due to her being in a wheelchair. She is between surgeries for knee reconstruction. I was told that the pool chair lift was in working order, that they would keep the pool open for as long as we wanted if we were quiet. I asked the difference in the handicap rooms and regular rooms. She told me that there was more room, the bed was lower, the bathroom was more accessible.
I booked the room. Explained there would be 5 well behaved teenagers for her birthday. All was well. Then the day of, I called to see if I could check in early, spoke with a Mr this time, said an hour early is ok. I got to the front desk, paid, asked about the chair lift in the pool and he said that "no, it doesn't work, the battery is dead". They ordered a new battery and it's on back order. Umm, you can't charge it?? Got to the room, smelled horrible, like it used to be a smoking room and the carpets were never cleaned. The knobs on the AC were stripped. The room had more furniture in it that I had to move to get my daughters wheelchair in. The bed wasn't lower. The bathroom door was previously used in another room due to a hole being in it then turned into a sliding door. There was a bathtub to step over into - not a walk-in handicap shower.
Then the pool- the only hand rail to get up and down the steps was so "wobbly" it scared me. So, not only was there no chair lift to get her in the pool (the whole reason I picked this hotel) now the hand rail that we depended on wasn't acceptable. Dangerous actually. With help from an adult friend, we were able to get her in and out of the pool by ourselves. I didn't let my daughter know my frustrations because she was so very happy to be in a pool for the 1st time all summer.
There were Military staying there as well. The lady that worked the desk that night asked me if I had "a bunch of girls in my room" (which was the very 1st room by the office) she made sure that I knew that the Military people were there and they needed to sleep. I asked if someone had complained and she said no. So, not too sure why my pre-planned surprise birthday party wasn't as important as the other guests getting sleep when my well behaved girls (which they are and were) couldn't be heard on the other side of the door. I checked/investigated myself. I went outside about once an hour all night to smoke a cigarette and she acted like I was a criminal, keeping the cameras on me. I asked for 2 extra pillows & blankets. She would only give me 1 and took her sweet time getting it. Not realizing that one of those cameras she spy's on, was on her that whole time. (where all the blankets and pillows are.)
The sad part is, I live in this City. I recommend this hotel to family/friends that come in town because it is the best in Seagoville. The rest are drug infested. NEVER AGAIN.
Not one person had the same story from the get-go. I was lie to more than once over a pool chair lift that sealed the deal at the beginning but was a bubble buster at check in. Was I offered to be accommodated in any way?? No.
My daughter had a wonderful time. Well deserved. The girls were perfect, not one complaint. I cleaned the room up myself.
I have stayed here a few times myself. I have had a lot of people stay here while in town. This hotel was my "go to" for years. NEVER AGAIN. less
bwseagoville, General Manager at Best Western Executive Inn, responded to this review
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 provide any assistance, please don't hesitate to contact me directly at 972-287-9100.
Best Western Executive Inn