My stay here started with me walking into the check in and noticing that it was essentially in shambles. The check in process took 15 minutes but we finally got our room. As we drove around back to th... more
My stay here started with me walking into the check in and noticing that it was essentially in shambles. The check in process took 15 minutes but we finally got our room. As we drove around back to the room we noticed that the place was all but deserted. We ignored it, gave benefit of the doubt and got out of our car thinking “it’s early still, not many people have checked in”. As we unloaded our stuff, some being expensive valuables such as laptops and such, we were eyed by a group of people sitting off behind the dairy queen. We grabbed everything we had that had any remote value and locked the car about 8 times before heading to our room. Upon opening the door we were slammed with an odour of cigarette smoke, something that a non smoking hotel should never have. Unfortunately, it seems as if the rooms were never cleaned to get rid of that smoke. We also didn’t have any blinder curtains so keeping anything valuable in the room would be a big problem. I sat down on the bed and tried to tough it out but eventually gave up when I realized that the beds were even sort of sticky and hard while my travelling partner noted that the sink water was off. After an hour, eyes stinging and throats raw, we gave up and ate the cost and left. Never going back. less
Scott B, Owner at Best Western Inn, responded to this review
Hello Knucklecurve, this is Scott Baker, hotel owner. I am very sorry you had a bad experience. I own and manage my own hotel. I am here at my hotel almost every day. I am very excited about my lobby renovation. It is going to be fantastic, but I have noticed some travellers don't like to see any renovation work being done. They would rather I close my hotel while I renovate. This time of year (February) is not as busy as summertime, but I still have enough guests to keep all of my 25 staff members very busy. As you can tell from that number, I am willing to spend more than some hotels on staff to make sure that my guests receive great service. I really wish you had communicated with me or my staff while you were still here about the things you mention. We could have switched you to a different room, showed you that our curtains are indeed opaque blackout curtains, and allayed your security concerns. My hotel is not cookie-cutter. It is unique and part of the heritage of Goshen, Indiana--being owned by my family since it was built. I know that sometimes guests are unsure if they like my hotel at first when they notice it isn't the architectural style they are used to, but my staff and I win them over with great service and a hotel that shows that we put a lot of thought into unique ways we can make our guests' stay special. I realize you were very unhappy to have just left and again, I am very sorry. I would love to have an opportunity to make it up to you.