Worst hotel I’ve ever been in!
Their maintenance people broke the sprinkler line in the ceiling and water went through about 8 rooms! Asked the general manager to move our room and was told we would be ok and to just put towels dow... more
Their maintenance people broke the sprinkler line in the ceiling and water went through about 8 rooms! Asked the general manager to move our room and was told we would be ok and to just put towels down! No ac for almost 48 hours no lights for 12 and after complaining still no results! Was told by general manager that we would be ok and to just let the towels soak up the water.. woke up the next morning sick and couldn’t breathe due to my asthma and lung problems so I again asked to be moved and she proceeded to tell me that I hadn’t even been there a whole day which was a lie because we checked in on Monday and today is now Thursday!!! Very very very rude! I asked for the company complaint number and she gave me a card with her name and hotel number. As I asked the front desk clerk who also happens to be a Caucasian male for the number he says let him ask her but then refers to me as “this black is out there complaining”! She ask what room he tells her our room number and she says “ I told him to put towels down he will be ok!” I’ve never been so disgusted in my life!! I would never come back to this hotel ever again and would highly not recommend anyone use this hotel! I’d rather sleep in the woods before I would ever pay to sleep here again!!! I’ve been up all night coughing and trying to catch my breath due to the moisture and humidity and mold insulation that has come through the vents from the room next door that the roof fell in on from the water damage! Do not go there!! General manager is horrible! Yet, the woman who was also Caucasian was moved immediately to a new room and her room was never even affected at all! But we’re told to just deal with it and can’t even walk on the floor in sandals!!! Never will I return!!! Below are picture of the flooding and our room as the water spread and is still there now going on day 2!!! Also called corporate office and had one pleasant customer service person who gave me the complaint department number but have yet to receive a call back!!! Lost hours from work and all! Now I’m out of 15 hours of work and just have to accept it I guess!!! less
shannon h, Guest Relations Manager at Best Western Kilmarnock Hotel, responded to this review
Thank you for taking the time to provide feedback about your stay. We sorry to hear about the challenges you had during your visit. We did have a pipe burst in our attic earlier this week which caused substantial damage to approximately 8 of our guest rooms. We have had professionals working to repair the damage as quickly as possible and regret any inconvenience this has caused to those guests who were in effected rooms.