Friendly Staff, Attractive Lobby, Awful Rooms
17/01/2017 Laura L, Indianapolis, Indiana
The staff at Best Western Luxbury is very friendly. The lobby and breakfast area was nice and fresh and up to date. From there, everything was down hill. Our room was on the third floor. The hall ways... more
The staff at Best Western Luxbury is very friendly. The lobby and breakfast area was nice and fresh and up to date. From there, everything was down hill. Our room was on the third floor. The hall ways were dark and smelly. Our room was a non-smoking but sometime over the years, it must have been a smoking room. It had a smell I can't describe. Smokey, fishy, moldy smell if one could imagine. We would have ask to switch rooms but were told the property was sold out and there wasn't another room to move to when we had to have the front desk attendant unclog our sink with a pointy object she dug out of her desk and did I mention she didn't wash her hands after she had unclog our sink without any gloves. YUK! But she was friendly.The locks are in adequate. The rooms still have the old chain lock. Very scary. I was there with a group and their rooms weren't any better and some worse. Our ice bucket had black mold all over the top. There was a sign in the room stating how much a guest would be charged if any thing was stolen.. REALLY! The ventilation in the room didn't work, very warm even when the air was on full blast. The ice machine located on the second floor was full of stagnate water in the overflow tray. Sheets and blankets were well worn. Mattress was comfortable but couldn't sleep because of the smell and the paper thin walls. I am not sure why any patron would give this hotel a excellent unless they were in a renovated room maybe on the first floor. The second and third floor should have been renovated years ago. I could only assume this property is only sold out on occasion and once a room is cleaned, the rooms aren't revisited ever. It is ashame this property is in a good location but needs lots of care. I would not have stayed but was with a group of students and had no choice. What ashamed. less
Meera P, General Manager at BEST WESTERN Luxbury Inn Fort Wayne, responded to this review
Thank you for staying with us and taking the time to share your valued feedback.
I am glad to hear that you found our staff very friendly and liked our lobby and breakfast area. Please accept my sincerely apologies for not meeting your expectations. We will use your feedback to take corrective actions and retrain our staff to ensure our guest can have a pleasant experience.
We hope you will give us a second chance to serve you. Hoping to see you during your next stay.