Great stay if you like bugs and your feet turning black.
20/06/2017 fronterhouse81, Wylie, Texas
We arrived Friday. We booked 2 rooms. First off, the rooms smelled musty like it hadn't been cleaned. Mirrors were dirty and dust on all the furniture. We found a huge water roach in our room hallway.... more
We arrived Friday. We booked 2 rooms. First off, the rooms smelled musty like it hadn't been cleaned. Mirrors were dirty and dust on all the furniture. We found a huge water roach in our room hallway. We were told by the front desk that it is expected being hot and in Texas with a room by the pool. UNACCEPTABLE! Then my sister pulls back her bed sheets and finds a smashed spider. We ask for the bed linen to be changed. The front desk lady said no one is here to change them, but gave us sheets to change them ourself. Then we found a dead scorpion in the room next to the door. at this point we are tired and just want to go to bed so we don't tell them about it until the morning. When morning gets here, we find a fresh dead water roach in sisters room; and we find a live water roach hanging out on our pillow that fell
On the floor! We tell the front desk lady and she just stares at us and takes notes. She seemed agitated. I also told her that our feet are turning black when we walk around the room. She had no idea why it would do that. Obviously, the room is dirty even though they said carpets had been cleaned two weeks ago.
The breakfast was fine. Nothing exceptional but they had waffles, eggs, sausage, hashbrowns and typical pastries, bread, fruit, yogurt, cereal and bread.
The next night was fine except the dead scorpion that was in the corner was now in pieces in front of the door. They swept it out of the corner but didn't vacuum up the body pieces. That night the rooms were cleaned better and they even arranged my daughters dolls cute. But the last night we get home from a long day at the water park and our room is half clean. One bed made, the other how we left it. The sink dirty but the toilet was cleaned. It's like they quit half way through it. Our other room didn't get cleaned at all. My sister got in at 5 and the room hadn't been cleaned at all. House keeping showed up around 5:30, so they told them don't bother we are in for the night. My niece found a roly poly in their room. We talked to a manager twice and he apologized and said they have pest control out monthly and was surprised by the bugs. He discounted our rooms $20 a night for 3 nights since we had issues 3 out of 4 nights. Our rooms were in the inside part connected to the office, so those complaining about the outside rooms thinking inside rooms would be better are wrong. This was our first stay at BW and our last. We will stick to Baymont Inn next time! We came for vacation but because of the bugs we couldn't sleep well. less
BestWesternNB, Guest Relations Manager at Best Western Inn & Suites, responded to this review
My apologies to you and your family. We pride ourselves on being extremely clean as all of our rooms are thoroughly checked before we rent any room. In addition, we regularly treat our rooms and property with pest control services. Because of the high volume of rain recently (nothing to do with your room being near the pool area), this area is seeing an increase in bugs coming indoors to escape the heat and the wetness of the outdoors. We did try our best to make sure you were taken care of during your stay and even gave you a discount on your rates as you mentioned.
As for your room being half finished, it is because our housekeeping staff is instructed not to touch guest belongings that are left behind on beds, etc... And during your stay, one day was particularly busy with shorthanded staffing issues which is why they didn't come until 5:30 to take care of your sister's room. Unfortunately, this does happen on occasion. We also do not have someone with housekeeping 24/7 which is why there was no one available to make the bed. Again, you were discounted for that inconvenience.
We thank you for taking the time to leave us your feedback. We use all feedback we receive to make improvements to our operations.
Guest Relations Manager