Worst Western is More Fitting
19/08/2019 C-Pat21, Rochester, New York
As always, traveling with my wife and 3 kids. We arrived Friday just before 5PM and were told room wasn't ready and they would text us when it is. Person checking in in front of us had same experience... more
As always, traveling with my wife and 3 kids. We arrived Friday just before 5PM and were told room wasn't ready and they would text us when it is. Person checking in in front of us had same experience. We left for 90 minutes, no text. Room was ready when we got back from dinner. Didn't ever bother to tell us so we would have waited longer if not for trying. Mind you check in is 4pm so there is no reason the room shouldn't have been ready.
Sunday room service never happened. Called front desk at 5PM after a day at the beach and they truly don't care. Told them we just needed towels really as we don't require much, but couldn't get those until 8PM because laundry was "behind". That said I am confident if we hadn't called back to the front desk multiple times between 5 and 8 we never would have got them at all. Room was never serviced that day and laundry person brought towels, not even a manager or room service person. No apologies at all.
In no particular order these are the other issues with the room that I logged; toilet paper holder doesn't work, shower handle broken and barely functional, shower itself was filthy, exposed wires from old smoke detector, sliding door to balcony is impossible for all family members to open besides myself, walls and furniture are stained, vents are coated in a very thick layer of dust, one elevator broken and other is scary and run down, breakfast room is WAY too small and food is so bad we paid to go elsewhere after day 1, and no pool towels but given there are no room towels that isn't surprising.
The people at the front desk are very indifferent to complaints, no sense of urgency or care for patrons. The first day I asked if it was a bad day after having to wait 90 minutes for my room. The response was everyone came at once so it was backed up. Not sure, but I would assume at hotels this is pretty normal?
There is some good, the view and location are top notch. Right on the beach, but so are MANY other hotels here.
Unfortunately, I cannot recommend staying here until many upgrades / repairs are made and the service is significantly improved. For those reasons I personally will never return here if we are in the Outer Banks again. Spend your hard earned money elsewhere. less
cynthiawillis, General Manager at Best Western Ocean Reef Suites, responded to this review
Thank you for your review. We are sorry that you didn't enjoy your stay. We have many renovations planned for the fall of 2019. Please come back and give us another try.