Understaffed and Overrated!
15/07/2018 Simone H, Norfolk, Virginia
We arrived at the hotel around 2:30 PM and check-in is at 4 PM. I called ahead to find out if early check-in is available and was advised to find out when I arrive since she could not tell me over the... more
We arrived at the hotel around 2:30 PM and check-in is at 4 PM. I called ahead to find out if early check-in is available and was advised to find out when I arrive since she could not tell me over the phone. I go to check in and I'm told there has been a high turnover of rooms and the room is not ready however to come back at 4 PM. I come back 10 minutes before 4 to beat the line of people and I'm told again the room is not ready, however, I will be contacted on my cell phone when the room is ready. I leave and 5 minutes later I receive an unknown caller id call and listen to the voicemail stating the room is ready. We turn around and go back to the hotel and there is a long line of people waiting. When I finally get to the counter Tracy tells me again the room is not ready. I tell her "you called me stating the room is ready otherwise I wouldn't be here". Tracy insists it wasn't her on my voicemail. So I play the voicemail (on speaker) from Tracy stating the room is ready. Tracy proceeds to say it must have been a mistake and she will have to downgrade me. I booked a king suite ocean view room, however, upon arrival the room assigned was a double bed poolside view. I'm not sure if this is what she meant by downgrade, however, I showed Tracy the reservation on my phone that states king suite ocean view and she was not willing to accommodate stating I didn't book through Best Western so she can assign whatever room. Tracy advised to issue my complaint with the booking site and not Best Western. I had a horrible night in that tiny bed and was so exhausted and tired when I woke up. We have a king bed at home and that is why I booked a king and would not have even considered this hotel knowing we would be in a double bed! The only positive is the room was clean and spacious. The tub had mildew and there were a few hairs in the bathroom yet overall the room was clean. I would not return to this hotel and do not recommend it. Please beware if you book through an alternate site you may not get the room you paid for! less