It’s not about the fumble...it’s the recovery
15/04/2019 Jennifer R,
We stayed here for a big high school rugby tournament with several other families and a couple of high school rugby teams. We arrived late due to weather and traffic and found a room that reeked of ci... more
We stayed here for a big high school rugby tournament with several other families and a couple of high school rugby teams. We arrived late due to weather and traffic and found a room that reeked of cigarette smoke and strong cleaning chemicals. We were very unhappy, and our elderly dog, who was traveling with us, had a terrible time settling down. My husband complained, but there were no other rooms for us. The next morning, however, another room opened up. We were not charged for our first night, and we had a much more pleasant experience the second night.
The Best Western isn’t a luxury place. The pillows and mattresses are not particularly comfortable, the bathrooms are kind of shabby, but that is the chain, not local management.
What can be credited to local management js handling dozens of high school rugby boys at the included breakfast buffet, managing checkout lines when everyone was leaving at the same time on Sunday, and fixing problems when they happen. less
Sarah H, Guest Relations Manager at Best Western Leesburg Hotel & Conference Center, responded to this review
Thank you for taking the time to leave a review. While it is disheartening to have failed to meet your expectations, we are happy that our staff was able to make up for the disappointments. We would like to apologize that you encountered the smell of smoke during your stay, we make every effort to deep clean the rooms sufficiently that non-smoking guests are not negatively impacted should a guest fail to honor the no smoking status of their rooms. We are happy that our staff was able to relocate you to another room. We are a team friendly hotel, and our staff is delighted to work with teams and their families to ensure their experience is excellent. We are happy you enjoyed the complimentary breakfast, and we are pleased we were able to provide a speedy check out for everyone. We hope you will choose the Best Western Leesburg again and allow us to continue to prove our commitment to your comfort.