11/04/2018 Marion F, Brighton, United Kingdom
We had booked this hotel as part of a USA road trip of 8 people as we were travelling from the Grand Canyon South Rim to Las Vegas and had booked a kayaking trip at Lake Powell. We arrived late (appr... more
We had booked this hotel as part of a USA road trip of 8 people as we were travelling from the Grand Canyon South Rim to Las Vegas and had booked a kayaking trip at Lake Powell. We arrived late (approx 9.15) to find no staff at the check in area and no notice to say why. Having called out a few times and waiting about 5-10 mins I knocked on the desk and a member of staff came out saying 'I'm not at the desk so there's no point banging on it!' - no hello, no welcome, no apology for the desk being unmanned, just rudeness. When I asked if our rooms were quiet as requested I was told yes, however one room was opposite the staff room with staff coming and going all the time making it very noisy; this room also had an connecting door which had a gap of approx 2 inches and we could see the feet of the people next door and could hear everything! We put a towel in the gap and a suitcase but that didn't help. Another one our rooms had stains on the sheets and hair on the pillows! When I went to request a room change the same member of staff who checked us in didn't apologise or say anything just tapped on the computer and told us the number of the new room and gave keys over. The new room was fine. After a sleepless night for me due to being opposite the staff room, I went to the check in desk to ask for a change of room to be met by Charmain who could not have been more welcoming, friendly or helpful. She was amazing! We were moved to a much quieter room on the 3rd floor and slept really well that night. As others have mentioned, it was disappointing that we couldn't use the pool and that we weren't informed of the renovation work being carried out on the hotel during our stay. I understand laminate is easier to clean but we could hear the people above us going to and from the bathroom and our friends in another room had kids above them who were up and running around before 7am. With these facilities being out of order, it was a shame that we were charged the same price - I always feel that if some of the facilities are not available, you shouldn't be charged the same amount as if they are. Breakfast was OK but although I had emailed the hotel regarding a dietary requirement and a notice being up saying gluten free food was available, when I asked I was told that the eggs were OK along with the fruit and yoghurt - not a great selection. Overall, I wouldn't recommend this hotel although as mentioned Charmain is a great member of staff and a credit to the hotel. It was a disappointing stay in the middle of a great road trip. less
Hotel M, Guest Relations Manager at Best Western Plus at Lake Powell, responded to this review
Dear Marion F: Thank you for feedback. I do apologize for your initial check-in experience at our hotel. I have researched and found out that your check-in receptionist was working her final night at the hotel thus probably explained why she carried an unpleasant attitude. She knew it was her last work day. I apologize for her lack of professionalism on her last night at the hotel. Our hotel pool is now open for the season. Thank you for your comments.