Yikes. Where to even begin. I travel a decent amount and I do have high standards, however, I feel that I am incredibly rational/reasonable with the 'value' of hotels. I expect to get my money's worth, be it a lot or a little. This hotel, booked for two nights while visiting Ann Arbor, was selected specifically because of the great feedback. I had read dozens of positive reviews claiming this is the only place certain folks stay for football weekend, good joint to get a good value etc.
No. Not our experience whatsoever. After a full day of travels we landed at this hotel, finally, around 10:30 pm. Now I suppose this would technically be a motel because the entrance to each room is external. I'm not usually a fan, but my significant other thought this would be useful to unload all of our tailgating gear etc. The outside of this hotel appears to be an old bank? This threw me off but it was fine! No lights on the sign.. looked closed.. however checkin was a breeze. No problems. Upon entering the room, I flip the lights on to find a large beetle crawling across the bed. The bedding was white, so the contrast of the bug to the stark bedding was.... not ok. I insisted we leave but Ryan said we could stick it out. He killed the bug. We unloaded the car. Upon closer inspection, I could see that there was visible debris on the floor. This is something I can look past! I kept my shoes on and didn't think anything of it. We were bummed to discover there wasn't a refrigerator, however, that was probably my ignorance in booking. I change into my PJs and use the restroom. As I am sitting on the toilet *sorry guys I know, hang in there* I notice a pubic hair placed directly on top of the roll of TP. It was almost comical. I look around and noticed they're sprinkled everywhere. In the tub. On the ground. I call the front desk and explain I don't feel comfortable in this room, however, it is now almost midnight, it's too late to move. I explain that for $165/night I don't feel like I'm getting a good value and I'm disappointed. Crickets! The man had nothing to say. He finally budged and said he could knock $20 off my rate for that night. *not impressed* anyways, I am agreeable and ask for a new room. He brings a key down quickly and insists that I check out the new room with his supervision. Prior to leaving the old room, he makes me show him the pubic hair and the bug to ensure he "knows what to discuss with the maid". Whatever. We enter the new room. I explain that as long as there's no pubic hair in the bathroom things should be great! I flip the light on in the bathroom to find poop in the toilet and beer cans on the shower ledge. Yikes. At this point we just want to sleep. He flushes and throws out the cans, assuring me it wasn't left by the maid *what the heck?!*. He rushes out of the room. We plop down on the bed, exhausted, and a FLEA goes soaring over my legs.
Long story a little shorter, he refused to give me a refund and had essentially not customer-service problem solving skills. I have been in customer service for almost 10 years...... it's not hard! If he is the only one there at night, he should be equip to make things right. He said it would have to be taken care of by the manager and he couldn't guarantee anything.
Yikes. Just save yourself the hassle guys.... do not stay here! We love the Holiday In Express on the South end of Brighton. They checked us in around 2 am with smiling faces and said it wasn't the first time they'd acquired customers with my story. Thankfully, on the financial side, my booking agency corrected the issue. less
BWofWhitmore, General Manager at Best Western of Whitmore Lake, responded to this review
We sincerely apologize for your experience at our property. This was due to the negligence of a head housekeeper and housekeeper. This is not how we do business and those employees were terminated the same day we received your feedback. We would like to offer a room at no charge to you at your convenience. We truly appreciate you taking the time to fill out our survey and giving us your feedback. This process helps us to see what improvements and or changes need to be made in our procedures.