08/10/2016 Bryan R, Kansas City, United States
This was, and still is by far the worst travel experience we have ever had. We've kept returning to the BestWestern in Emporia Kansas in spite of not being able to get into our room because of faulty ... more
This was, and still is by far the worst travel experience we have ever had. We've kept returning to the BestWestern in Emporia Kansas in spite of not being able to get into our room because of faulty door key cards, clogged shower drains, and unbelievably bad smells from the nearby Tyson chicken factory, all for two simple reasons: it's so close to where we need to be, and the breakfast at Nona's restaurant. The flea infestation is the last straw. After we figured out what was going on we spent the last night (unable to sleep) trying to catch fleas. We put at least five in a cup and took them to the front desk when we checked out. The poor clerk behind the desk was not surprised. He said he had told the owner many times about fleas jumping around on his desk. So the fleas were not just in our room, they were everywhere. The staff and owner had known about them. They had known and still accepted and charged guests, not saying a word about it. My wife and I bought trash bags and bagged all our clothes and luggage up. As soon as we got home we vacuumed out our car and washed the clothes we had on. We've spent all of today washing, cleaning, and vacuuming every inch of our house. We both have flea bits as a reminder of our stay, and have found one flea in our house. This one flea will undoubtedly lead to a month long regiment to insure we have killed any fleas we've unwittingly brought into our house. We will think twice before ever staying at a Best Western again. less
Neeti G, General Manager at BEST WESTERN Hospitality House, responded to this review
Please accept my deepest apologies for all your hassles and the substandard experience during your stay with us.
It's definitely unacceptable that you were unable to rest and relax during your stay and there were multiple fleas in our guest room that you stayed at. I would like to reassure you that we don't have an infestation of fleas in our hotel. The comfort and convenience of our guests is our topmost priority and we take these issues very seriously. We have done a complete pest control treatment of the guest room which was affected and this problem has been fully resolved.
Also, even though we haven't received any other complaints from our guests regarding the fleas, we are inspecting all our guest rooms to make sure that there are no issues in any other rooms. We have also ramped up our daily room inspections to make sure that we are effectively looking for all maintenance and cleanliness issues and addressing these before our guests check in. We have put in additional inspection procedures for designated guest rooms where we allow pets so that we can ensure that we never have any other guests be inconvenienced in the future.
Also, please note that we strongly believe in taking care of our employees and providing them the best tools, training and a great working environment . We completely understand that we need motivated employees to ensure that we provide the best service and hospitality to our guests. I have followed up with our entire staff.
In addition, even though we haven't found any trace of fleas in our front desk area, we have completed a full pest control treatment of our entire front desk area.
Once again, I am very sorry for all your inconvenience.
If I can provide any assistance, please don't hesitate to contact me directly at
BEST WESTERN Hospitality House