I traveled home to see my ailing father and subsequently attend his funeral. I was at the hotel for 6 nights and had nothing but trouble for the entirety of my stay.
The first day, they didn’t even provide housecleaning. I was out the entire day at the hospital, and when I returned to the hotel late that evening, my room was still in disarray. I went to the front desk and asked if I checked out now, would I have to pay for the rest of the days on my reservation. The lady at the desk replied yes, because I already paid through the booking process on United.com (via their hotel site). So I would just lose that money. I then asked, “Since I’ve already pre-paid for my stay, is that why my room wasn’t cleaned and restocked with fresh towels and toiletries?”
I brought my Roku with me from home, because most hotels don’t really offer good programing. In most cases, you’re left with the basic channels, most of which are home shopping, sports and bible-thumping networks—none of which are my cup of tea. I connected my Roku to the HDMI port in the back of the TV, and then noticed the hotel uses a PROPRIETARY remote control that does not allow for INPUT switch. It basically only offered channel up/down, and volume up/down.
I called the front desk and explained the situation, and I was on the phone for about 25 minutes going back and forth with the clerk. She kept telling me to try moving the volume button! WHAT IN FRESH G*Y H3LL? Then she said to change the channel up and down. NOPE—DOESN’T WORK! Then she said, “Try turning the TV off and back on. That should switch the input.” OK, That hasn’t worked since 19—NEVER. Finally, I heard her wrestling around in a drawer, and she said she found another remote with “Input” on it, and I could come get it. So, I trotted up to the front desk, in my nightclothes and Under Armor Slides. The remote worked! What a freaking hassle! Why even have a proprietary TV remote in the first place, especially one that is so archaic, that you cannot switch the TV input? What is this, the Dark Ages? Everyone in the Free World has a Fire Stick, a Roku, Apple TV, or some other device so they can use it while traveling.
Over the next few days, housekeeping neglected to restock the lotion and other toiletries, and especially the coffee. I made several trips back to the front desk to request towels, coffee and the toiletries one would expect to be replenished by housekeeping. To have your room serviced daily and toiletries restocked are not exceptional and unreasonable expectations; these are the BASIC customary services offered by every reputable hotel chain in American, and anywhere in Europe I’ve ever lived or traveled. I actually had to tear off ALL the bedding a couple days to ensure they were replaced.
Furthermore, my door card kept expiring, and I got locked out of my room several times during my stay. I made at least 2 or 3 trips per day to have my card re-keyed to regain access to my room. This was extremely annoying, especially when I would return to my room late at night, only to be locked out of it…*again*.
And the hotel staff working the front desk clearly didn’t care. The second night, when I went to the front desk to ask for toiletries and fresh towels (including wash cloths), the lady said she didn’t have any because they were locked away with housekeeping. I asked if there was any way to get some lotion at least, because my skin was super dry and not used to the climate. She reached around her computer monitor and gave me her personal “hotel-branded” lotion, one that she has been using, and said that’s all she had. At no point did I ever get an apology or anything from her or any other member of the staff. Each day, I asked for the manager, but the manager was never available. NEVER. Not once during my 6-day stay, and I asked in the morning, called during the day, and checked the front desk each night.
Lastly, the hotel *does* advertise a free hot breakfast every morning. The bacon was microwaved, and you can tell because it was NOT crispy. It was soggy and limp as a wrist at a Pride parade. The eggs were the powdered kind, and there is a big difference. The biscuits were good, and I don’t eat gravy, so I didn’t try that. Each morning, the hotel alternated between basic egg omelets, and scrambled eggs, and sausage patties (which were fine, but nothing special), and bacon. They did offer milk and yogurts as well. The coffee tasted like……. well, imagine if your grandmother had been wearing orthopedic shoes all day, and walking around on a nice, hot and humid day. Then, she came home and you offered to lick-clean her old, wrinkled sweaty feet. *That* was the hotel coffee offered for breakfast.
When I returned home, I called the BW Customer Service line to explain my issues and hopefully find some resolution to the matter. I had to make several calls, because I kept being disconnected by the representative taking the call, just as soon as they realized that I was calling to file a complaint. Finally, I reached someone willing to listen.
Despite explaining several egregious errors by the BW staff, at this particular hotel, and their utter lack of concern, I feel like the Customer Service Care team that recorded my complaint, ultimately dismissed my issues by placating me with "enough points for a free nights stay." That's basically just pacifying me, but not really acknowledging what happened or even offering a proper goodwill gesture to compensate for the inconstancies in the level of customer service I have come to expect from the BW brand.
Do NOT stay at this hotel. It should not be called Best Western, but instead WORST WESTERN less