Will never stay here again
14/08/2019 Maureen S, Aberdeen, South Dakota, United States
Early afternoon desk clerk was very accommodating regarding early check in. Our room door was open and it appeared that everything had been cleaned except the beds needed making. We left our belonging... more
Early afternoon desk clerk was very accommodating regarding early check in. Our room door was open and it appeared that everything had been cleaned except the beds needed making. We left our belongings in the room assuming housekeeping would finish, so we shut the door and went to lunch. Upon our return an hour or more later, the beds still were not made. A housekeeper was two doors down but did not understand what we were asking her to do, so the front desk was contacted. A while later the housekeeping supervisor (?) came down to ask if the room had been like that when we entered and we said yes, though it seemed she was blaming us or the front desk. She had someone come into make the beds. A few minutes later, my granddaughter moved the two chairs from the table and was on the floor where she discovered two live, LARGE roaches! The front desk was called and offered us a different room but put us on hold for a while. We contacted the Comfort Inn next door who honored the Best Western rate and gave us a room.
A visit with the front desk to request a refund was denied and the manager came out, making excuses for having exterior entrances and spouting crap about following pest control procedures. I called the customer care line which was useless as well and will be contacting the headquarters. It is unacceptable for any guest to have these issues.
The safe in the room was broken as well so valuables were at risk.
If we wanted to sleep with bugs, we could have gone camping. less
BWP2480, Manager at Best Western Pentagon Hotel - Reagan Airport, responded to this review
Thank you very much for your feedback, we try appreciate you patronage.
Please note your voice is part of our way to continued success, we are continuously addressing any reported issues and I am confident your next visit will be delightful.
We hope to welcome you soon, please contact me directly