Best Western Ocean Reef Suites

I read the reviews prior to staying and kept my fingers cross it wasn’t as bad as people were saying. Unfortunately it was. We got to the hotel at 2 usually there’s a room available but there wasn’t no big deal we knew check in was at 4. We came back at 4 and stood in line with everyone else still no room. 5 still no room. 6 we weren’t happy but a room finally became available. We get there and it’s dirty hasn’t been cleaned. So we wait in the hall filled with trash and sheets on the ground. Finally get settled in around 7. The tv doesn’t work both the phones were unplugged and not working. Our ocean front room had a beautiful sand dune covering the view. I take a shower walk to the bed and look down at my feet they are black from the dirty carpet. The sink had rust covering the entire hole. We stayed three days and the room never got new sheets, towels or toiletries. Ok I’m not one to complain I’m just trying to save someone from a headache we were given. It was disgusting! The responses of new housekeeping being hired is laughable. They need to shut down until they have staff. Skip this one if you can! less

We booked this hotel sort of last minute. When they sent the link for the pre-check in/ pre-registration I filled it out and requested to check in early if possible. Upon arrival, Gayle the assistant manager, was at the front desk. I asked if we could check in early, she said "no" but we were welcome to use the pool, park in the lot or go to the beach. My daughter went in to ask if she had a bathroom where she could change into her bathing suit and was informed that the only bathrooms were in the rooms. I then went back in and asked Gayle what she would need from me when I returned to check in since I had already completed the pre- check in. Gayle informed me that I did not fill out a "pre-check in it is a pre- registration" and then she went on to say she could give me vacuum and cleaning supplies so that I could clean my own room. I declined politely even though I furious at her attitude. After checking in hours later I realized there were 2 towels for 4 people. I went back downstairs and was informed they did not have any towels at the moment, they were having an issue keeping up with the laundry but someone would bring towels up to me. The lady behind me was distraught and started the conversation with Gayle " I am not going to complain about my room not being ready, or the fact that it was still dirty, or ...., but I am going to complain about towels. I need towels, we have been at the beach all day and we need to shower". Gayle got on the radio and demanded towels for that lady. THEN, the guy behind the distraught lady said what he needed and Gayle made a comment asking him " you aren't going to cry over towels are you"? This was in reference to the distraught lady that had just left. Besides the HORRIBLE customer service, there is 1 elevator that is working for the whole building, there were bugs in my room, the toilet ran all night, there were spots on the floor in front of the couch, the pull out bed was so disgusting that my kids decided to share a bed. The chairs on the balcony are broken and there were cigarette butts out there. The Direct TV was not working ( Gayle is supposed to credit us $50).My daughter begged us to not ever bring her back. I heard other customers complaining about their rooms not being ready. I heard them discuss Gayle's poor attitude. They need a new Assistant Manager, more staff and adequate towels to accommodate the number of people in the hotel. less

I stayed here several years ago and while the property was somewhat dated, it was still nice and affordable. That is no longer the case. I was placed in a different room from what I booked with no explanation as to why my room was not available, the room had been recently renovated and was not clean. There was construction dust everywhere, the toilet was broken, it was missing towels, trashcans, hair dryers, TV remotes. The front desk person was alone on the property with no manager, no maintenance, no housekeeping. I will never book a stay at this property again. less

I don't even know where to begin with this review! Upon check-in, I was told NOTHING... nothing! Except the room number. Andddd that both elevators were broken. So, imagine how exciting it was after driving 10 hours to carry all our stuff up four flights of stairs... not even so much as a "Sorry" at check-in regarding this matter. No offer to help, which I can understand, but it was a day and a half before one elevator was fixed, which meant carrying all our beach stuff up and down the stairs the next day as well. You'd think they would at least knock a bit off our bill for the ridiculous inconvenience. We had TWO towels upon arrival in a 4-6 person suite. TWO. We had to continuously go to the front desk to ask for towels daily and ended up reusing the same couple of washcloths, which were the only ones ever provided. In the room, the closet doors were missing, leaving just an exposed track on the floor with sharp edges. There were 2 balconies, both of which were FILTHY. One of the balcony doors would not lock properly. Broken concrete that hadn't even been so much as swept. Broken furniture, old cigarette butts, SCREWS on the floor, and UNsecured railings. If I'd been traveling with small children I wouldn't have even let them go out there because I'd be afraid the railing would give way. When I called the front desk on our first morning to ask where the breakfast room is (from my cell phone..because OH YEAH the in-room phones don't work!) They said we could get grab-and-go bags at the front desk. The TVs also did not work, thank goodness we were able to hook up a Roku and use our mobile hotspot for WiFi fast enough to work. Our commode constantly ran unless we jiggled and messed with it. The stairwells were FILTHY, littered with trash, construction materials, and housekeeping stuff (like vacuums). The pool area was littered with people's crap, even when no one was in the pool area. The hot tub was NOT open (another thing we weren't told upon check-in). I was greeted by a roach in the middle of the bathroom floor on our first morning there. Housekeeping did not service our room a single time during our 5 night stay. When we asked about it, we were told that due to covid-19 they are trying not to enter rooms unless absolutely necessary... which would be 100% fine IF guests were provided adequate provisions. Instead, we scraped by with overflowing trash cans and dirty washcloths. I understand they are understaffed as a result of the pandemic - but this was an absolute #$%@show joke. less

Location is great. Beach access great. Only good things I can say about it. Had to go to front desk every day of our stay to pick up towels, toilet paper, soap, and anything else needed. Room was not made up once during our entire stay. Phones inoperable so you can’t even call housekeeping or front desk. One elevator out apparently for quite some time. No cups, coffee, or utensils to be had anywhere. Won’t ever stay here again and will advise against it to anyone who asks. less