If you were to look up s***show in the dictionary, you would find this place. Check in was a mess, not just for us, but for everyone we spoke with. The staff really couldn't have cared less that peo... more
If you were to look up s***show in the dictionary, you would find this place. Check in was a mess, not just for us, but for everyone we spoke with. The staff really couldn't have cared less that people were there. It started with check in running late. I tried to utilize the time by getting laundry done (we had just gotten off a cruise). I asked the staff where the laundry room was and was directed to the lower lobby. When I got there I found the laundry detergent machine out of order. What did these people thing I was going to do after asking where the laundry room was. So I went upstairs and was able to buy laundry detergent from them and went back downstairs to find the change machine broken, again, what did you think my plan was? Why couldn't these people say "buy the detergent here and we will make change for you because our stuff downstairs isn't working." So I run two loads of laundry in the two washing machines, I put the clothes in the dryer, the first one turned on, but the second one was broken (there was no sign on the machine). They called maintenance who came down to tell me it was still broken and to go back upstairs to get my money back. I had the run the machine four times to get everything dry.
We finally get into the room, and it was fine. Note, the suites don't have great views (which is fine, just a note for those looking for a view).
We check out at noon and since we have a late flight, we spent day touring Miami. We get back to the hotel and enter into madness. People everywhere, we spoke with a couple who has been waiting hours for a room (it was 5:30PM, 90 minutes after check in time) and about 80 upset people in the lobby. The average time someone spent at the front desk had to have been 45 minutes. It appeared that none of the room key cards were working and they were trying to figure out manual keys. Unfortunately, this staff can barely handle the basic operations of a hotel, so this curveball caused a sea of angry people. Fortunately for the staff, they remained stress free, because, quite frankly, not one person on staff gives a crap about making a guest happy.
A sign said they had shuttle service which we took advantage of to get back to FLL. The sign implied complimentary, never told there was a charge. Shuttle driver texted and and on the phone the whole time. Got to the airport and I gave him a $20 tip (he sucked, deserved nothing) then he started screaming "WHAT DO YOU MEAN $20" It was $80. less
00gc, General Manager at Best Western Plus Atlantic Beach Resort, responded to this review
Thank you for sharing your experience at our hotel. Our priority is the satisfaction of our guests, yet we obviously let you down. Please accept our apologies for all the issues you encountered during your stay, as we never mean to disappoint our guests in any way. We can assure you that what you experienced is not acceptable by our standards, and we will be taking the proper action to ensure a more wonderful experience for every guest entering our doors. We hope you will give us a chance in the future to regain your trust and provide you with the hospitality and service you should always expect as our guest.