A dirty hotel that even excellent customer service can't redeem
11/08/2019 Jazmine G, Huntsville, Alabama, United States
Just checked out of this Best Western about 25 minutes ago, and I feel like I need to write this review while it's fresh on my mind. Last minute family trip to Birmingham for a bodybuilding competitio... more
Just checked out of this Best Western about 25 minutes ago, and I feel like I need to write this review while it's fresh on my mind. Last minute family trip to Birmingham for a bodybuilding competition. My brother booked a suite with 2 queen beds (maybe double) kind of last minute, but Bonita at the front desk was very helpful, and was able to take care of us so the whole family could stay at the same hotel. Check-in was quick, and the lobby looked nice. We grabbed some Whataburger and ate in the lobby, which was comfortable and clean.
When we checked into our suite, we all were immediately distracted by how the room smelled, and how it looked like housekeeping hadn't been in since the last guest. Trash and wrappers on the floor, stains on the countertops, and when I pulled the covers back, there was hair, crumbs and stains on the sheets (I'll attach pictures of all of this, if it will allow me). The headboards were covered in handprints and splatters of something I didn't try to investigate further. In short, the room was very very dirty. I went to the front desk to let the agent know, and she very helpfully provided us with an alternative suite across the hall (I didn't catch her name, but she had beautiful tattoos on her left arm).
The new room smelled like cleaning supplies and fresh laundry, and we were pleased with how it appeared cleaner. I couldn't help but notice, though, that the room still felt spot cleaned. The vents on the AC were packed with dust and debris like they hadn't been cleaned in ages (pictured). The toilet had urine stains with hair, old toilet paper and debris stuck in at the base (pictured). But the kicker was the shower. I'm shocked they allowed guests to purchase a room with a shower in this condition. Ignoring all the hair in the shower, the floor of the tub appears to be damaged or very badly worn. I don't even know how to describe it other than to attach a picture. My brother's opted not to use the shower. I did, and wished I hadn't. Mostly, my visit to this hotel was regrettable, and I wish we had booked a room at one of the hotels nearby. The issue seems to be the tragic housekeeping, and no one checking rooms for quality assurance. Go elsewhere if you're a germaphobe like myself, or you'll be racing to leave. less
Carole G, General Manager at Best Western Plus Birmingham Inn & Suites, responded to this review
Dear Jazmine I apologize for the experience you had at our hotel this weekend. I assure you this is not the norm here. I have been short of help and apparently the person cut some corners and we dropped the ball and did not catch it before hand. We do check rooms on a daily basis just so something like this does not happen. It did and I do apologize again-those rooms were a few of the last ones done of the day and as busy as we were they got missed. I hope you will give us another chance to really show you what a great experience we do offer.