Not What I Expected
28/03/2019 VTLongTimeTraveler, VT
I booked this hotel based partly on reviews and have been disappointed. My husband checked into the room, which I would have rejected. The layout suffered because it was a corner room. The foot of th... more
I booked this hotel based partly on reviews and have been disappointed. My husband checked into the room, which I would have rejected. The layout suffered because it was a corner room. The foot of the king bed is about a foot from the drawer pulls on the dresser. The bathroom door swings about an inch from the toilet. Happily, there was a tub. Unfortunately, no drain plug. Towels were small and few in number. The bed was adequate but not particularly comfortable. The refrigerator made an odd ticking noise all night.
An "airport" hotel without a shuttle? A surprise, although they don't claim to have a shuttle.
The breakfast was in no way superior to any other Best Western. Have to wonder why the standard offerings got such good reviews. Had to wait for scrambled eggs to be replenished and potatoes were not hot.
The rate we paid was not commensurate with the experience. Will not stay here again. less
Amber T, General Manager at Best Western Airport Plaza, responded to this review
Thank you for taking the time to write a review regarding your experience. I am sorry to hear that you were disappointed with the room and what we have to offer our guests.
After reading your concerns, it appears that we could have prevented each one of the issues you encountered (towels, drain plug, and towels). I am already working with staff to retrain and resolve these and I make a promise that no one shall have to deal with this in the future. With regards to the room type, size, and layout - this is something that we as staff cannot change easily but please know that the hotel's owner reviews guests requests.
We have worked very hard on our breakfast and I would not classify it as standard offerings. I have been to many Best Western properties over the years and have not ever had fresh cracked eggs, freshly cut potatoes and thick bacon like we serve. Our yogurt parfait and oatmeal bars were designed by our guests and we offer a number of different cereal options for those on the go. Not to mention the grab and go options that guests get to customize. I would love to hear your ideas on what we can do better! It would be exciting to provide guests with more! With regards to replenishment, Heidi and Gisselle make our hot breakfast items in small batches to ensure quality. We will work on getting items to guests faster all while maintaining quality.
It is true, we do not have an airport shuttle. We do not advertise that we do. In fact, there is a note indicating that we do not have a shuttle. We do this for reasons surrounding costs. This area is extremely impacted and expensive. We must do what we can to keep the rates reasonable for all. Lyft and Uber have become such a great way for guests to get around the area and we are working on making that even better for guests.
We are sorry to hear that you will not stay with us again. We wish you the best in your future travels.
Best Western Plus Airport Plaza