Best Western,Not The Best Western Plus - Expect Less
12/08/2019 Q3169ZWsteveb, New York City, New York
First - Be aware that there is a "Best Western Plus" and a "Best Western" in the area. Despite the name in the Tripadvisor header, the hotel at this address (1221 W State Road 84) is the Best Western... more
First - Be aware that there is a "Best Western Plus" and a "Best Western" in the area. Despite the name in the Tripadvisor header, the hotel at this address (1221 W State Road 84) is the Best Western, not the Plus. Both are near the FLL airport. Be aware that some of the better reviews may be mistakenly referring to the "Plus" because of the Tripadvisor name. This is the most helpful advice I can offer. My wife and I stayed at the "Best Western" at 1221 W State Road 84. This is our review:
People often leave ratings either because they’re upset about a problem or grateful because of exceptional service. Unfortunately, this is the former. The hotel does not have the features that many might expect based on the hotel description. The problems that we experienced were with the airport shuttle and the room itself.
The Best Western FLL Airport hotel describes a 24-hour shuttle service, which all of the area hotels have. I called the hotel to request a pickup. It was 10:16 PM per my cell phone log. The desk clerk told me where to wait and that it would be “20 – 30 minutes”. It’s only a 9-minute drive to the hotel (Google Maps), so I expected 20 minutes to be plenty of time unless we just missed the van and it has to first return to the hotel. After 35 minutes, I called the hotel desk again. The clerk said that he will call the driver to find out where he is, so I was placed on hold. After 5 minutes on hold, I hung up and called again. The clerk said “There is heavy traffic and I previously did tell you 30 – 40 minutes”, neither of which were true. I explained that it was late evening and traffic was flowing smoothly in the airport. The clerk replied “The traffic is not in the airport but in getting to the airport.” The Best Western van eventually arrived 50 minutes after my call, at 11:06 PM. The roads to the airport were empty. The traffic that had so clogged the roads, causing the van to crawl to the airport at a pace no faster than walking, had apparently completely disappeared. If the desk clerk had explained that the driver is on break and won’t be there for an hour, we would have taken a taxi. It’s my impression that the evening shift is unsupervised and no one at the hotel cares. It was late and we were tired. We only wanted a clean room and a comfortable bed. While we were waiting at the hotel pickup, many other hotel shuttles came twice.
The room was clean, the bed comfortable, but there was a high-pitched intermittent tone in the room that we recorded and provided to the hotel manager. We weren’t able to find its source. We fell asleep regardless. Also, the thermostat controls did not work and there was no safety grab bar in the shower (room 114). I sent a polite email informing the hotel manager and, in fairness, am providing the reply:
Dear Mr. ____ [Name deleted for privacy],
I want to apologize for the late response, i had to look into what happened that night and i also spoke with my employees about the incident. To make sure this doesn't happen again.
Our shuttle service shouldn't take more than 20 minutes to arrive, due to traffic some times it takes longer, but it should never be that long of a wait, I completely understand your frustration.
About the room noise from what i heard on the recording it sounds like an alarm was left on in one of the other rooms next to yours. Again I would like to apologize and add some extra points to your reservation to compensate for the bad experience with shuttle service and room noise.
I hope that you will consider staying with us again so that we can have another chance to provide you with a superior experience. less
CaringManagement, Manager at Best Western Plus Fort Lauderdale Airport/Cruise Port, responded to this review
We are sorry to hear that you were not pleased with the hotel or accommodation. We strive to provide our guest with a clean and well maintained hotel. Your comments are taken very seriously. Again we apologize for any inconvenience. We wish you the best.