03-09-2017 Bluewolf9193, Winthrop Harbor, Illinois
To start, as we entered the building, a staff person was in front of the entrance door smoking a cigarette. The three of us had to go around this person blocking the entrance and we had to go through ... more
To start, as we entered the building, a staff person was in front of the entrance door smoking a cigarette. The three of us had to go around this person blocking the entrance and we had to go through the exhaled fumes. When we went into the lobby and front desk, there was no one there to greet us. We rang the bell on the desk. After a few minutes, the person that was outside smoking, came in, saying nothing, then disappeared out of the lobby. Shortly after, she was at the front desk. She did not have a name tag on. We noticed that the guest computer in the lobby had an out of order sign - we asked how long as we were anticipating to use it. She stated "its been out of order for quite a while". Upon entering our room, we were pleasantly surprised by the fresh rolls of toilet paper and folded tissue in the bathroom. However, there were at least six visible stains on the carpet. The sheets were so threadbare that we had to carefully inspect the pillows to make sure there were, indeed, pillowcases on. We soon discovered that our toilet tank ran constantly. We had to jiggle the handle and the flap in the tank to fix it. Our previous stay was the night before at a Best Western in another town. We chose this Best Western as we relied on the reputation of the hotel chain. Both stays were disappointing - all we expect is a clean room and friendly staff. Both were lacking. We chose this particular hotel as we trusted the Best Western chain versus a smaller hotel. Would I stay at this Best Western again? Probably not. less
Polarishospitality, Manager at Best Western Grandbury Inn & Suites, responded to this review
Thank you for your feedback. Your experience at check was not what you deserve, and certainly not what we allow. This has been addressed with that particular team member. Regarding your feedback about your room, please know that we are currently undergoing major property renovations, which include new carpet and room furnishings to be completed within the next 60 days. Hopefully you'll give us another try in the future.