Clean room but extremely noisy. AC was on but couldn't control it
I struggled between a 2-star and a 3-star rating for this property for weeks. Ultimately, I have settled on a 2-star and I'll go through the good and bad. Before I begin, this was during COVID-19 so no pool or hot tub or exercise room. They handed out a sack "breakfast" which I will get to. The things they didn't have do not go into this rating as that is not fair and I could not judge the quality of these items.
Good: Clean room and clean towels. Nice bed. Fridge worked. The room had AC. Shower had hot water. Quick check-in and check-out procedure. Hotel seemed clean inside and out (parking lot). Room was large with a couch, table in front of the couch, and a table with a chair to do any work.
Not-so-good: Thin walls which allow you to hear a lot of noise. There are signs posted that it is to be quiet from 10:00 p.m. to 7:00 a.m. and it is "strictly enforced" no one makes sure that guests are quiet. The room next to mine had 4-6 (or more) people in it talking until at least 1:30 a.m. That is when I finally fell asleep. Thankfully, my son was able to sleep through it. If I could have controlled the AC in the room, I would have been able to ignore the very loud noises and screams and coversation that was coming from next door but the AC would shut off every few minutes. Even if I was able to doze off, the screaming and laughter kept coming until at least 1:30 a.m. Maybe they kept going but I didn't wake up after that. Did I call the front desk on this? No. However, if there was a walkthrough of the building, there is no way this noise could have been missed. The check-in was the least personable experience I've ever had in checking in to a place ever. No hello, how are you, how was your trip in, etc. Just "Name?" No explanation of what was closed due to COVID and what was not. After asking about breakfast, they did say they had a bag you could pick up in the morning. It was a sack with a bottle of water, Quaker chewy granola bar, and two or three wrapped "muffins" that my son said was not good. At least they had something for us, but the water wasn't cold and the muffins were bad. Check out, while easy, was the same complete lack of personality at the front desk. A couple of times we came in and out of the hotel, we never saw a smile, received a hello, or any acknowledgment. We only stayed one night so there was no idea if housekeeping was good or if anything would have changed. If I was staying an extra night, I would have asked to move rooms but not sure that would have helped.
Ultimately, the reason I gave this place 2-stars is I did not get a great quality or quantity of sleep. This was due to noise and the lack of the AC functioning properly. For a supposed 3-star property, you would expect a little more from the place. The price was good when we stayed there for the surrounding area and the area was clean with a large room. I would probably not stay there again if I was in the area. less
Tina M, Other at Best Western Inn & Suites Of Merrillville, responded to this review
Dear Valued Guests,
Thank you for sharing your experience, and I am so sorry to learn that we failed to meet your expectations of quality service and accommodations. We take the value in your report regarding the condition of the air conditioning system and the condition of the hotel at that time. We will act on this complaint seriously and will fix all problems as soon as possible.
It means a lot to receive your feedback regarding our breakfast services, so we are aware of the areas we can improve and
adapt to our guest's many different needs.
I hope that you will consider staying with us again so that we can have another chance to provide you with a superior experience.