There was fecal matter in the bed
06/07/2019 Trek39864542872, Georgetown, Texas
After driving for 15 hours I chose to stay at the Best Western in Marshall Texas. I'd had a great experience previously at a Best Western, and initially thought this one would be just as good. I was s... more
After driving for 15 hours I chose to stay at the Best Western in Marshall Texas. I'd had a great experience previously at a Best Western, and initially thought this one would be just as good. I was so tired that after two beers I went to sleep in my clothes. When I awoke there was a feces stain on the sheets. I complained to the manager thinking it had been a laundered in stain, and was offered a discount of 10%. The manager (through the front desk employee) said "check the sheets next time before you go to bed." After calling corporate to complain about this the manager called and said the stain wasn't laundered in and that I wouldn't be recieving a discount or a refund! The stain wasn't mine, and the situation was made even worse by his actions! This experience has ruined the brand. less
Pete P, Manager at Best Western Executive Inn, responded to this review
Thank you for staying and sharing your feedback. We take every complaint seriously and specially the ones that are focused on housekeeping. Stripping the bed, we noticed that the sheet was soiled and the stain was in a straight line and looked quite deliberate. We knew that this was something that happened during your stay. On a daily basis, sheets are carefully inspected before being washed, inspected again when folded and then placed in rooms by our housekeepers. However, please accept my sincere apology for not exceeding your expectations. Your feedback will be shared with the appropriate departments so we can implement improvements and offer a better experience for guests in the future. Thank you again for staying with us.