16/05/2018 Jenny W, Milroy, Indiana
To say that I was underwhelmed would be putting it mildly. The hotel is gorgeous from the outside and check in was easy with friendly staff. We had booked via Priceline and got a good rate but not gre... more
To say that I was underwhelmed would be putting it mildly. The hotel is gorgeous from the outside and check in was easy with friendly staff. We had booked via Priceline and got a good rate but not great - so when we got to our room it was a handicapped-friendly one, complete with shower chair, no closet (coat rack). That was not acceptable for us, so I headed down to see about changing rooms. The friendly guy said “yeah I noticed that, Priceline always gives you the best rate on the cheapest room.” So he was fully aware what room he was giving us and said nothing. I would have upgraded us had I been given the option to do so. They changed us to a room with 2 double beds, which was fine even though we would have preferred another King in a regular room.
The room we were given was obviously neglected. It’s not that it was old or needed updating. It was that the little details had been skipped - like the comforter not being properly tucked in, the bathroom toilet paper wasn’t folded (a sign to me that it hadn’t been cleaned), and the sink wouldn’t drain right - apparently the stopper was damaged and stayed almost completely shut. There was mold on the caulk on the lower (floor) corner of the tub. And I had caught a cold on the trip only to find that the tissue box was empty.
Hot water was consistent in the shower and water pressure was good. The beds were pretty standard - but we’ve been on a long trip across country and have been really impressed at the Best Westerns where we’ve stayed. This one just looks like they’ve stopped caring.
Breakfast was terrible. I don’t expect fine dining, but the potatoes were rubbery and I can’t believe they call that coffee. It just tasted wrong, almost fizzy. No idea what was happening there. Also, the breakfast staff people were oblivious to those of us waiting at the coffee bar, standing in our way for no apparent reason.
So overall I wouldn’t recommend staying here. It looks beautiful but don’t be fooled - they seem to have stopped caring about your stay and are more interested in drawing you in. less
Natalie E, Manager at Best Western Gateway Grand, responded to this review
Thank you for your stay Jenny. We appreciate your input and will use it for constructive counseling for our staff.