I really don't know where to begin so this is going to be a little long. My fiance booked this room from 3/1 to 3/4 for an event being held at the hotel and from check in to check out this place was unprofessional and overwhelming. During check in the front desk agent took a personal call, rude, but okay, still stayed positive. We get to the room and notice it is NOT a suite like we booked but the room was huge so I guess that was okay. If the hotel considers this a suite, that's a different story, but this room was NOT EVEN CLOSE to what the website offers. This room was filthy and disgusting. Unrecognizable stains all over the ceiling, walls, and floors. I wiped the walls and door frame to see how taken care of the room was, I ended up with a dirty towel and a couple of tiny spiders, gross. The shower left much to be desired and the shampoo fixture looked like it was ripped out and the holes puttied up (ended up having to get the usual tiny bottled shampoos and stuff, which is more than okay for us.) What took the cake was a tissue paper sticking out of a hole in the wall. I don't understand why a tissue paper would be better than a hole. Eww. Front desk was notified and housekeeping removed it for us and we were thankful. We couldn't move rooms because they were full for the duration of our stay which was extremely disappointing. So unless we wanted to pay suite price for a basic tiny room, we were stuck. From there everything was fine until the Friday morning.
While my fiance had meetings all day I decided to use what was considered the spa tub (which was basically an in ground, barely oversized tub) in my room. Everything was fine until a maintenance man walked in on my relaxing bath to "fix the shower dispensers"!!!! I don't know what "do not disturb" means to some of the people who work here but this man clearly did not understand what it meant to have the sign on the door. At the hotel I work at, Do Not Disturb means I want my privacy. We had small shampoo bottles so there was NO REASON this man should have been in our hotel room. Not only did I feel as though my safety was compromised, but I felt extremely violated as this strange man just stood in the bathroom area talking to me about why he was there. Once he left I got out of the tub and notified my fiance of the occurance, in that short period of time, housekeeping knocked twice and I told them we didn't need anything and we were good. About 30 minutes later THE SAME MAINTENANCE MAN knocks and asks if he can come in to fix the dispensers. I told him we were okay without them and he could come back when we checked out. How could he show his face after just barging in on me like that? I emailed Best Western's customer service and have yet to receive anything back from them. I know this hotel chain/brand WOULD NOT be okay with anything we have experienced so far. After my fiance's meeting, he went speak to the manager on duty and she said she would get back to him later and never did. It took him going back a second time and a third time and speaking to another manager to get anything done. We were assured we would have one of our nights taken off our bill. Of course that doesn't change how violated and angry I felt but it was appreciated. Saturday was fine although I was no longer comfortable in the room. While we were leaving Sunday morning it felt like housekeeping were in our room before we were even sure we were done in there. When we checked out the front desk agent gave a receipt with all 3 nights on it, my fiance addressed it and it was fixed to only 2 nights as discussed. We WILL be watching out for any additional charges and to be sure they do not try to go back on what was discussed billing wise.
I know some things in the hotel business are out of the staff's control, and I understand that more than the regular person might, but this was a terrible experience. The hotel made plenty money from the group we were with and I hope they use some of that to fix the room that we were in because the saloon style doors to the bathroom do not hide how grimy this place looks and feels.
I DO NOT recommend this place and if you HAVE to stay here for whatever reason do not stay in room 266!! Ask for an atrium room because they are MUCH nicer than the others and make sure you are locked up tight while you are in your room because the staff do not understand privacy.
Attached to this review are all the pictures I took of the room throughout the stay. Eventually I gave up because there was just too much to photograph. less
BW A, General Manager at Best Western Of Alexandria Inn & Suites & Conference Center, responded to this review
Please accept my sincere apology for the issues you experienced during your time with us. It was our desire to provide you with a clean and comfortable room and a relaxing stay and I greatly regret we did not do so. I do hope that should your travels bring you to our area again you would consider giving our hotel another opportunity to show you how great we really are.