Stay away from this hotel. Its quality is inconsistent.
I have stayed at this hotel many times over the past few years. It’s been slowly getting worse and worse when it comes to customer service, and now it’s reached an all-time low. It’s never been my first choice, but if the better hotels are booked, it was an adequate alternative. Sadly, it’s not a place I can recommend now.
On my most recent visit, I was here on a Sunday night with my son. I had reserved what was described on the hotel website as an “oversized queen “ room. It was in the newly renovated part of the hotel. I was not impressed. The room was a good size, but it wasn’t anything special. There wasn’t a desk or a table, so doing work or eating was inconvenient. There wasn’t a microwave or an alarm clock, either. It’s odd to not have any way to check the time. The bedding was thin and so were the towels . The little room air conditioner chugged along, but it barely cooled the room. I only felt comfortable when I sat in a chair next to it. The bed was hard and not comfortable. It had a hard rubber style mattress protector and it didn’t fit the bed well, so I tossed and turned all night, feeling the lumps it created underneath the sheet.
Worst of all, though, was the location of room itself. It was the first room past the breakfast buffet area, so starting at 7:00, I was awakened by the voices right outside my room and the incessant beeping of the waffle maker. I’m a late sleeper if I don’t have to go to work, so I had expected to sleep at least another two to three hours. It was impossible to go back to sleep with all the noise by my room. It’s a terrible location for a hotel room.
I complained to the front desk staff, but I didn’t receive any compensation for my troubles . I asked to speak to the manager, but he wasn’t on site. The front desk clerk gave me a business card and told me to call the next day, so I did, but the phone just rang and there wasn’t even a voicemail option. I emailed the customer service representative but only received a generic “apology “ that was the exact same apology message you will see posted on this page when someone else posts a negative review. Birch Run is a popular place, so they are making plenty of money. Clearly dissatisfied customers don’t matter to them. I know my business is not valued when no one bothered to speak to me directly, and I
even sent a second email but it was completely ignored. less
BWBRCustomercare, Guest Relations Manager at Best Western of Birch Run/Frankenmuth, responded to this review
We would like to apologize for all the inconveniences this stay had caused for you. We strive our best to ensure each guest enjoys their stay. In the future however, please do not hesitate to contact the front desk as we are always willing to help improve your stay in any way possible. Unfortunately, since you had through a 3rd party company we have no authorization or way to adjust your bill. However, we would like to offer you a free night stay at any best western worldwide to make up for the inconveniences you experienced during your stay with us. Please email me your first/last name and a address so we can upload this free night to your best western account. You can access this account at bestwestern.com if you do not already have an account you can sign up free of charge with a few simple steps to access your free night stay. You may email your information to BWBRfrontdesk@outlook.com. We apologize again for all the issues and delayed responses as we have been having technical difficulties. Thank you for your understanding and patients.
Customer Service Supervisor