We had a room booked a few days ago and arrived at 8.30pm to check in to the hotel. The check in was fine and we quickly received our room key. This was helpful as we had our 5 year old and newborn baby with us.
However, things went downhill from there. We had specified at the time of our booking on the phone that we will be arriving with small children. However, we were surprised that we had received a room so high up in the building (room 59). We had to carry so much luggage up and down the stairs due to our baby. This was very inconvenient and was definitely a struggle with little children. Once we got to the entrance leading to our room, the whole passageway smelt of drugs and weed! When we went into our room, the smell was worse. We had arrived at the children’s bedtime and my daughters slept with that smell for about 3 hours before it went away. I called reception about this as soon as we got into the room. They said they would send security to check. However, no one called me back to say what they would do for me. I had to call reception again, only to be told that there were no other rooms and that my children would have to sleep through it. What I’m surprised by is that they ask for the estimated time for check in before we arrive. If they knew we would be at the room at this time, why is it that no one checked that everything is in order before we arrived? I understand they cannot control what other guests do; however, there was a huge window of opportunity for them to check that the room was in good shape.
I have been passed around when putting this complain through. On the evening of our stay the receptionist told me to speak to someone else during the following morning. He told me to email in! I’ve emailed in, called three times since to speak to the manager Sasha Bukina and have had no response. She seems extremely busy trying to put off customers and her staff seem scared to approach her too. How ridiculous is this?!
The price we paid does not justify our stay at the hotel. Especially seeing as my newborn was subjected to such a horrendous smell whilst illegal substances were being used on site.
We could have stayed at a cheaper hotel, but chose to stay with Best Western. Although the room was in a decent state, we also found some beetles crawling around near the bedside.
NEVER AGAIN! Steer clear of this hotel especially if you have children. They don’t care at all. less