Run down, bad communication, poor AC in 2 rooms, needs reno immediately
31/05/2019 stovetop1987, Vancouver, Canada
Stayed here 1 night during Ramadan May 2019. The woman at reception when we checked in at noon was cold and did not smile and was not friendly at all. We were given a room on the 6th floor the first t... more
Stayed here 1 night during Ramadan May 2019. The woman at reception when we checked in at noon was cold and did not smile and was not friendly at all. We were given a room on the 6th floor the first time and the AC was not functioning properly. Air would blow but it was not cold. Housekeeping was on the same floor at the time and I told her my concern. She called down to reception but no one could help. She suggested I open the window since it's cooler that way...(if I wanted a window open I wouldn't have booked a place with AC!!)
A lady staff member then comes and speaks with the housekeepers who then tell us we are moving downstairs to another room. Housekeeping then led us down one level to the 5th floor (1st room change) and opened a room for us there. They pushed some buttons on an ancient HVAC system behind the door (same as the one on the 6th floor) and again air was blowing but not cold. They said it is normal. After about 15 mins of waiting to see if the air will blow cold, I called down to reception who said they will send someone to check on it. I wait about 15 mins and then I call reception again and no one answers so I go down to reception. I tell them that I'm tired of changing rooms and that at that point I've wasted about an hour and a half(from point of check-in) trying to get the AC to work in a room. She then tells me she will have a suite for me. She gives me room 702. I go back upstairs, move all my luggage again (2nd move and 3rd room change). I press some buttons on the ancient panel located behind the door but nothing happens...no air at all. So I go back down to reception and tell her that I will be going out to sightsee now as I've wasted way too much time changing rooms and trying to get a room with AC. I tell her that when I come back I hope to have a room that has working AC. When I got back at approximately 6pm, the lady at the desk had been replaced by a male. I explained to him the situation and he tells me that there is another air conditioner in the room that functions with a remote and that the panel behind the door is not used/not functioning!! I can't believe that no one told us that considering that the housekeepers all were trying to use those panels. The lady at the front I guess also did not know that?? So I go back to my room and lo and behold the other AC unit functions well.
Overall my experience was poor. The staff were not professional and were not helpful. This situation was handled poorly and there was poor communication by the reception staff in terms of what would be done about the AC. It was always me having to ask what is next. I take no issue with the housekeeping as it is not their job to figure out these issues.
The hotel is well situated close to Casa Port (within walking distance). However as other reviewers have mentioned, it is very very very outdated, worn out, damp musty smell, dimly lit, and an embarrassment to be under the Best Western brand. See attached photos. The mini bar fridge looks gross as the rubber seal is full of dirt and mold. It looks like it's from the 80s and has never been wiped down. It still works though!! The ceiling crown moulding has mold in it! The furniture looks like it came from a Motel 6 in the 80s. It is in desperate need on a renovation. less
Bestwestern T, Public Relations Manager at Best Western Hotel Toubkal, responded to this review
We are very touched and honored that you took a moment out of your day to write this well detailed comment, and we thank you very much for sharing it. The wonderful team that I lead and myself will be delighted if you gave us a second chance after this huge misunderstanding that happened between you and our staff. This was only a matter of some misinformation that was wrongly circulated around during your stay! we sincerely hope that it did not completelety ruin your holidays! We would love to welcome you back again whenever you can!