Mostly very nice but the neighborhood is a nightmare; I know, not management's fault
22/05/2019 clmfla, Panama City, FL
I'll start by saying the hotel is surrounded by a tall wall topped with pointed spikes and those topped by razor wire. The nearby Marriott is similarly armed. The whole area is sketchy but the road ... more
I'll start by saying the hotel is surrounded by a tall wall topped with pointed spikes and those topped by razor wire. The nearby Marriott is similarly armed. The whole area is sketchy but the road to the Best Western is horrible: piles of tires and trash, people living in deplorable campers (but you see a lot of that in the area), and scary-looking people. You would not walk anywhere if you're in your right mind.
That said, the hotel is mostly very nice, updated, lovely breakfast, nice desk clerk. Our internal beefs: the place didn't seem full, but we were assigned a room next to the elevator (maybe because I paid with points?); the bathroom door would not stay open (all the slamming got annoying). And there's no hotel shop to buy wine, microwave foods, etc. Then there was the shuttle; they do not pick up at the car rental return at the airport, so we had to drop off the car and take the airport bus to the terminal. We called for the hotel shuttle and were told it would be there in 15 minutes. Half an hour later, no shuttle; we called and it showed up 10 minutes later. We got to the hotel and the clerk said the manager forgot to tell the shuttle driver we were waiting in the cold wind at the airport. We had not eaten lunch and wanted to go to dinner, but no way were we trusting that shuttle system, so we had snacks. At check-in, the manager was talking so loudly to several women that we had to keep asking the clerk to repeat herself, and my husband finally said "They are screaming; we can't hear!". But the guy 4 ft away ignored us. I know that sounds ridiculous, but we are not hearing-impaired, they were that loud.
This was our first and only time at this property. We regularly stay at Best Westerns in Santa Rosa and Kennewick and enjoy them, but not here. less
Steven M, Manager at Best Western Plus Airport Inn & Suites, responded to this review
Thank you very much for staying with us and taking the time to share your experiences. I appreciate you sharing your concerns on your survey and again apologize for the stay not being 100%. While we certainly regret the fact that service did not meet our usual standards, we also appreciate the opportunity you have given us to improve. Please accept our sincerest apologies.
I do understand your concern about the area of our hotel. One of our priorities is the safety and comfort of our guest. The area does appear unsafe however it is very safe and secures it is just not pleasing to the eye; we have not had any incident to our hotel or guest. We do offer a shuttle to many nearby stores and restaurants to make our guest feel more secure. I would be interested to know if there was an incident that had happened during your stay, it would definitely concern us and we would like to take the appropriate action so a situation would not happen in the future.
Regarding the bathroom door, I do understand your situation as all city have their own fire safety regulations we are not allowed to have the bathroom door temperately propped open with any devise type of door latch that would keep the door open, as it would block the main exit door in case of an evaluation from entering or exiting.I hope that you will consider staying with us again so that we can have another opportunity to regain you trust in us and provide you with our true guest service experience.