Absolutely horrible and disgusting
12/08/2018 trintina88, Detroit, Michigan
This was hands down the worst place I have ever stayed. If my husband hadn’t paid for this room when we checked in we would have left. The only good thing about this hotel is Adam the check in guy. Be... more
This was hands down the worst place I have ever stayed. If my husband hadn’t paid for this room when we checked in we would have left. The only good thing about this hotel is Adam the check in guy. Best Western should give this man a raise for working at a dump. Our room was the nastiest room ever, it smelled like cigarette smoke it had cigarette burns in the carpet and this is supposed to be a non-smoking room, second it offers full breakfast and when I went to get breakfast their was no milk for cereal, no coffee and when I went to ask for these items and it has only been 25 minuets since they started their breakfast the lady who was working the dining area she was in the kitchen sitting in a corner I had to ask for milk and coffee than I went for the eggs and meat it was all gone and so was the wait staff I had to go back in the kitchen and she was sitting in the corner again and now the oven was broke so no eggs or meat, their was no hard boil eggs no dugouts, one yogurt, I went to the front desk and no one came so I was walking back to my room the cleaning lady was sitting in the utility room I asked her to get the front desk and when he came out I started to explain to him what had happened in the breakfast room, and the cleaning lady says to me we are short staff, and I said well that is not my fault I paid for something and I should be able to get what I paid for than she proceeds to tell me that I should try to run a kitchen and wanted to argue with me, John the front desk guy never once said a word and let the cleaning lady argue with me so as I walking into the stairs and the cleaning lady thought I was gone she called me names and said she didnt care if I had her name, why is the cleaning lady speaking for the hotel? Our room was nasty the doors, the carpet, the ceiling, and last on Sunday check out is at 11:00, why is the cleaning staff knocking at our door at 10:15 asking us for our towels, I told her check out is at 11, why are you knocking at our door we are not gone yet nor are we done getting ready to leave. I have never stayed at a hotel where the cleaning staff has knocked at the door asking for the towels. Please look at my pictures and please don’t go by the good reviews this place has it’s disgusting. less
Susan S, General Manager at Best Western Norwalk, responded to this review
Thank you for taking the time again to share your experience. We take great pride in our hotel and truly care that each guest has the best stay possible in a clean and comfortable room and I am sorry that you were not happy as we do try to make it right in situations within our control. We also have gone way over the Best Western required standards for our breakfast giving more than is required by the brand and it was traumatizing for the entire staff when a brand new oven that is needed to provide the egg patties, omelets,bacon, sausage, etc. just stopped working on an early Saturday morning at the onset of our breakfast time. My sweet elderly lady that everyone loves that runs the breakfast was overwhelmed trying to keep up especially with guests not happy or kind with a situation out of our control.
We are a smoke free property since the whole hotel was gutted to bare floors and walls 5 years ago and diligently try to keep up with keeping it fresh and clean. We are in the process of replacing carpets that have been damaged by guests beyond our control as well.
I apologize that you had such a negative experience and please know this is not by any means our normal standards. I'm glad at least the weather was beautiful so you could enjoy the great Night Under Fire event you came to see at Summit Motorsports Park just minutes from the hotel. Thank you again for being a Best Western Rewards member as well where the points never expire!