Extremely Disappointed
14/10/2019 vinglins, Peoria, Illinois
I always use Tripadvisor ratings to guide my hotel choices. This is the first time I was let down by the ratings here. This was not a great experience, and I wouldn't recommend this hotel to others.
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I always use Tripadvisor ratings to guide my hotel choices. This is the first time I was let down by the ratings here. This was not a great experience, and I wouldn't recommend this hotel to others.
The first thing I saw while waiting for check-in was a sign on the Front Desk addressing cash-paying customers (not debit card-paying customers, cash-paying customers). Something about $100 cash needed up front for possible incidentals. Wait a minute, that's the kind of establishment this is? A place where so many people pay cash that a sign had to be made for them? That was disconcerting and set me on edge with regards to the entire property.
I was then told at check-in that the hotel was sold out and the only room available was on the ground the floor with an outside entrance. That is not ok. (For the record, the room was booked direct through their website and we did not request a smoking room or have a pet.) If I wanted to stay at a motel, I would book a motel. I prefer having the added level of security, and for good reason -- when my boyfriend went outside for a cigarette around 12am, there was a man hanging out among the parked cars less than 100-feet away from our door. The man was completely naked on the lower half of his body. I do not appreciate feeling like a prisoner in my room for the entire night due to sketchy people just outside the door.
As for the room, it was fine. It seemed clean overall, though the inside of the front door was filthy and looked like it had never been wiped. There was also a very visible greasy handprint on the cabinets to the refrigerator/microwave. Floors and bathroom were clean, the shower was nice. Walls are very thin, you can clearly hear when people in others rooms use the restroom.
The bed and pillows were horrible. Bed was hard and on some sort of metal frame that constantly creaked when you moved. Pillows were lumpy and uncomfortable. We also found a long black hair waiting for us on a pillow when we arrived.
The room was stuffy so we turned on the air conditioner -- it barely worked and when it would finally kick on, it made a high-pitched whirring sound like a blender (at least it drowned out the sounds of other people using the bathroom!). The Wifi signal was not strong at all, I got better service turning off Wifi and using my phone network.
We paid about $100 including tax for this room -- not expensive but a decent amount of money that warrants much better quality than we received. Next time I won't mind spending a little more money elsewhere for security, a comfortable bed, and the knowledge that management isn't encouraging the type of clientele who pay cash for hotel rooms. less
Joy P, Director of Sales at Best Western Naperville Inn, responded to this review
Wendy, we spoke with you while you were here, we received your Medallia response and Trip Advisor today. I am very surprised about why this is happening. We understand your disappointment about needing a deposit for a room you are paying cash for. However, this is common of any hotel that is still even taking cash.
Our hotel is newly renovated, floor to ceiling! We receive a lot of good ratings on TRIP ADVISOR for our cleanliness and great customer service. You also mentioned our cleanliness. Please do not let the disappointment of the deposit cloud your opinion of the hotel.