Worst Western - Filthy rooms and rude staff
11/08/2018 sagunb891, Piscataway, New Jersey
We stayed at this godforsaken hotel for one night on August 7th, 2018, and had a horrendous experience. We were two families and had booked two separate rooms; when we reached at 3:15 pm, we were told... more
We stayed at this godforsaken hotel for one night on August 7th, 2018, and had a horrendous experience. We were two families and had booked two separate rooms; when we reached at 3:15 pm, we were told one of them was ready and the other wouldn't be ready until 4 pm. The room we did get on time smelled awful - the carpet smelled like someone had urinated on it and the stench was unbearable. When prompted by the front desk to do something about it, the housekeeping staff only sprayed some air freshener and admitted they had no other solutions and that the smell would persist. They also told us that the room we were waiting for until 4 pm had been cleaned, ready and empty since 1 pm. When we discovered there was no mini fridge in the room to keep water in, we were told there was a surcharge of $20 for the fridge. They told us to use the ice machine, which it turned out, didn't work. Later, when we tried an alternative room, it too smelled horrible.
When we confronted the manager about the stench and asked why she lied about the first room, she exercised her hotel management tactic of denying that there was bad service and instead gave us attitude. She said she couldn't do anything and after we pressed the issue further, she offered some measly points for future stays. She was incredibly rude and shameless in trying to downplay how atrocious the rooms were. Instead of being understanding or taking ownership for her inadequate management of the hotel, she said we were being unruly and "had to stop yelling," which we were not.
For anyone considering this motel, forget about its proximity to the falls and spend a little more for a decent and clean hotel. It is clear what their hotel management philosophy is: keep the rooms in barely habitable condition, disallow guests to voice complaints and shamelessly avoid taking responsibility for your terrible service. less
BWFallsview, Manager at Best Western Fallsview, responded to this review
Thank you for your review. I do sincerely apologize for your negative experience at our property. I have shared your comments with our upper management team as well as housekeeping and front desk management. I hope you do choose to stay with us again so we can provide you with the superior experience that we are known for.