Dirty Room, Terrible Service & Disrespectful Staff
BEWARE! I’ve been to this hotel a few years back and had a wonderful stay. When it was time to come back for a weekend with the girls, I suggested the Best Western in Freeport. To my dismay, I was ... more
BEWARE! I’ve been to this hotel a few years back and had a wonderful stay. When it was time to come back for a weekend with the girls, I suggested the Best Western in Freeport. To my dismay, I was very disappointed. I had called a couple weeks before our trip and reserved 3 rooms where we would be put next to each other. I was assured they would do their best to make this happen. Check-in is supposed to be at 3 pm. We arrived at approximately 3:30 and were told that our rooms still needed to be cleaned. We were also told that they couldn’t accommodate our room requests to be together. We came back to the hotel about an hour later and saw the “cleaning” person literally go into the rooms for 5 minutes to clean. When we got into our room, it smelled. We had air freshener with us so we sprayed the room. Next, the duct was duck taped to the wall, and it suddenly fell down during the night and scared us. The next morning when taking a shower, the water was cold. The outlets in our bathroom didn’t work either. Later that day, we had no TV service for the whole night and next day. The night person named Deb was extremely rude to us. We told her all our concerns and she said she didn’t want to hear it since we were so upset. There were also dog that barked the entire stay. The next morning we were told to contact the General Manager with our complaints. I am so appalled at the treatment we received. I Plan on filing a complaint with corporate Best Western. It is a shame that people are treated so poorly when they are traveling and trust the hotel to take care of them. less
Anne B, Guest Relations Manager at Best Western Freeport Inn, responded to this review
First, let me take this time to thank you for choosing to stay with us. We appreciate all of your feedback. I am so sorry you did not have the best experience with us. After speaking with the staff, there were several issues that turned into a not so happy experience for you and your girlfriends.I am so sorry this had to happen to you when it was supposed to be an enjoyable and relaxing and fun weekend for all of you.
To the best of our ability, we try to accommodate every request for rooms to be next to each other when friends arrive on the same day. That particular day of your arrival, we had all of your rooms located next to each other. However, we discovered at the last minute, one of your rooms which was originally a check-out, the guest had requested to stay another night. Since we still had rooms available on the first floor balcony deck, we did not think it would be a problem for you & your girlfriends as long as you were together on that same first floor. I am so sorry this was not acceptable for you. I can understand why it would be disappointing to some to be separated by a stranger. I am so sorry this happened.
I'm also sorry for all of the other problems and issues you experienced. I know you must have been very frustrated with so many things going badly. My understanding is that you are contacting or have contacted the General Manager. I do hope all of your issues were addressed and you were satisfied with the results after speaking with him.
We certainly have no intention of treating any of our guests poorly or without the greatest respect for each of you. I am so sorry that you felt you were not treated with the utmost respect that you deserved. We value you being completely satisfied when you stay with us. I understand this was not the case for your first time. I do hope we can show you in the future an exceptional experience that you should have received the first time you stayed . Please accept our sincere apologies again. We do wish we see you again in your travels.