14/03/2019 haleyBP, Dickinson, Texas
I wish I could give 0 stars.
I booked the hotel room in advance and needed it changed. I needed at least a king and a sofa bed, instead of my single king before. I changed on hotels.com and received ... more
I wish I could give 0 stars.
I booked the hotel room in advance and needed it changed. I needed at least a king and a sofa bed, instead of my single king before. I changed on hotels.com and received my confirmations. I did this all within 24 hours.
We get there and the lady at the front desk told me that those rooms are books. I showed her my confirmation and she said that I should have called ahead when I changed. Of course I'm thinking that if there was no room available then they should call their customers. However, I was driving 5 hours and just wanted to rest. She gave me 2 queens and I was set.
As I walk into the area that is carpeted it starts smelling like mildew. I ignore and figure it's the weather. We all know Galveston smells at times.
Me and my family make it all the way to the 3rd floor and we hear yelling. We walk closer to our room and still hear it.
I figured it was the room beside us and open our door. Bammm 3 guys in there smoking something.
I just tell them sorry and leave.
Thinking in the back of my head that the charge they will get for smoking in a non-smoking room!
We go down stairs and tell the front desk. She informs me that it was the owners. Yep the OWNERS. That should have been my clue to leave. But I didn't against my better judgment. Why???????
So room number 2.....all the way up the 3rd floor again. With our luggage and kids in tow. I'm lucky enough to have family, that we are coming to visit, help me push everything up 3 levels again.
We get there and door is wide open, beds unmade, super dirty.
I call from the room and tell her we are coming back down. She didn't seem surprised.
I get there and she informs me that it has been happening a lot and gave me a discount. She apologized and We tried another room.
At this point I think I am doing this to myself. Why do I keep going back hoping it will change. Lack of sleep? Tired kid? What is it? Hoping for businesses to offer what they should?
Room number 3. She was nice enough to keep it on the first floor. Even though it smelled like mildew I took it as a sign of hope.
I walk in and laugh. Stains on the covers. One bed had damp covers. It looked thrown together. I was done.
Luckily I thought to get a picture.
I walk out and tell her I want my money back. I showed her my pic and she agreed. The 3 smoked out managers from room 1 was down acting busy, or avoiding me. One saw my picture and walked away and asked the clerk my room number.
Now I had to drive 5 miles to get another hotel room because everything was booked.
However, we are comfortable and happy with clean rooms and quality service! less
Best Western M, General Manager at Best Western Mainland Inn & Suites, responded to this review
We are sorry to hear that your recent stay with us did not exceed your expectations. We appreciate your feedback and will use it to make improvements to offer guests a better experience in the future. We hope you will give us another chance and stay with us again.
-Best Western Mainland Inn & Suites