Front Desk was great, Room was not clean
03/11/2016 Devin2010, Atlanta, Georgia
I arrived in the afternoon to check in. When I arrived to my room (#209), the fridge had not been cleaned. The refrigerator was full of food, boxes of old chicken, old pizza, brown paper bags and ha... more
I arrived in the afternoon to check in. When I arrived to my room (#209), the fridge had not been cleaned. The refrigerator was full of food, boxes of old chicken, old pizza, brown paper bags and had sticky drink stains inside. Also, my room was dusty - the area under the TV was full of dust and hadn't been cleaned/wiped down, the bathroom tub was not cleaned properly. I tried to call the front desk from the room phone but there was no dial tone. So, I had to walk back downstairs to the front desk to report the problem.
Jessica at the front desk was very professional and apologized for the inconvenience. I asked to be moved to another room but unfortunately there was not another room available. I was also surprised to find out that ALL of the cleaning staff had left for the day. So, there was no one available to come and properly clean the room. How is there NO housekeeping onsite in the middle of the day?
Note: Upon arrival to the hotel, ALL of the cleaning staff was standing at the front desk, clocking out to leave for the day.
Since housekeeping had left for the day, there was no one available to remove the food from the fridge. So, the front desk person had to do it. She removed all the old food from the fridge and checked the phone (which has a faulty cord). I didn't notice the dust and bathroom until after she left. I travel with disinfecting wipes so I wiped the room down myself and used the shower in my family member's room.
The fact that the receptionist had to leave the front desk unattended to come to my room on the 2nd floor to clean out a refrigerator is ridiculous. However, Jessica was had the best attitude. She did all she could to try and accommodate me. Thank you, Jessica!
Also, the front desk staff on duty the following morning was very helpful and friendly. less
dipakpatel1, General Manager at BEST WESTERN North Inn & Suites, responded to this review
I am sincerely apologetic and embarrassed. We have made changes to our housekeeping staff and yet it seems as if we are still lacking in that department. I am thrilled that Jessica was professional and helpful, but you are right that she should not have had to leave the front desk unattended. I will most certainly follow up with this review to ensure that the staff member who was responsible for your is held accountable for the unacceptable cleanliness issues. We will continue to work at getting the best staff to ensure that issues such as yours do not keep our valued guests from experiencing a clean and comfortable stay. Thank you for your review and I hope that you will give us another chance in the future. Have a great holiday season!