18/04/2019 retiredwherenext, Orlando, Florida
We chose this hotel as the last stop on a cross country road trip based on reviews and that it had a pool and hot tub. We arrived in the evening and after going to dinner, didn’t get to bed ‘til late.... more
We chose this hotel as the last stop on a cross country road trip based on reviews and that it had a pool and hot tub. We arrived in the evening and after going to dinner, didn’t get to bed ‘til late. We immediately noticed a “sinkhole” in the middle of one side of the king mattress, but didn’t want to pack up and change rooms at that point. Good thing it was a king size bed, but it was very uncomfortable. Guessing some children has been jumping on it but hard to believe housekeeping hadn’t reported it prior to our stay, as it should have been replaced.
Strike two! The pool and hot tub were open when we checked in late evening, and we were told they would be in the am. (We noticed a pool and hot tub closed sign taped on the counter by the computer.) When we came down to use the hot tub on the morning, it was closed for maintenance! It seems they choose to clean and add chemicals first thing in the am. How inconvenient for guests! Most resorts with pools and hot tubs do their maintenance early or late so guests can count on being able to use them daily during the posted times for them to be open.
SusanS6546, General Manager at Best Western Norwalk, responded to this review
I am so sorry for your bad experience! That is certainly not what we want to hear or ever plan on! The bed alone is bad enough and I reported it immediately to the owner who is replacing it ASAP.
I was informed we have a new County pool inspector in training who changed required testing so it was closed per their request that morning while chemicals were brought to required new levels. We do whatever we can to give everyone a safe experience in our pool area and I am sorry the situation occurred during your short stay. We appreciate your loyalty to the Best Western brand and because of that and that we can’t change your experience we will not be charging you for your nights stay.
We hope as you continue your travels you stay safe as you go and remember Wherever Life takes you, Best Western is there!