Wow: I am a Best Western loyalty member, and this was not at all what I would have expected from BW or my first trip to Boulder. Upon arrival, I had to sign a form stating that I would not smoke in my non-smoking room (or I would pay $300 cleaning fee)...yet, as soon as I arrived in my room, I had a headache from the cigarette smoking some else had just been doing there.
When I called the front desk to express my concerns, not only did they act like I was creating some kind of imposition, I also heard so much commotion (from the end of the hall & just 2 people ~ zero noise absorption: you could hear everything) that I then feared I would get no sleep at all that night. Explaining all of this to the person at the front desk, they asked me to come - with all of my belongings - to get my new keys. I had to ask them to check the new room first, and inquired as to whether I could just meet them there, rather than going all the way back to the front desk and then proceeding to the new room. Reluctantly, he agreed (clearly not a problem solver).
Incidentally, before I even got to the room, I had to circle the parking lot 3 times and return to the front desk because the parking lot was full at 3 pm on a Saturday afternoon. The other person at the front desk simply laughed and said I could park in the “bus only” lane, since there was some basketball or hockey game going on nearby...and non-guests are aware that they can park in the BW lot for free.
So, now, I am heading to the new room and have to track down another staff member to find out where the elevator may be (he explained that it was built after the building, so it’s not where you would expect it to be). I get to the new room where the front desk attendant is leaving, exasperated ~ as I explain that I had to hunt around for staff to find the hidden elevator. I walk into the new room, and it looks like someone has just been laying down one on side of the bed!
Of course, when I pointed out the obvious, he rolled his eyes and said, “I can straighten that for you.” Not really the point: the room is supposed to be cleaned and straightened in preparation for the guest’s arrival.
All this to say, it was a shame that these compounded incidents colored my first arrival in Boulder in this way. They certainly make me think twice about ever staying at a Best Western again as well. If the manager wants to contact me, I will be happy to provide the name of the individual in question so that better Customer Service training can occur. I am always happy to provide a name in a review to compliment a staff member; but, this situation deserves a different kind of attention. less
BoulderInn, Director of Sales at Best Western Plus Boulder Inn, responded to this review
I am very sorry to hear that your expectations did not match your experience. We try very hard to treat every customer special. Please know that you are important to us, and that your concerns are taken seriously.
I am very sorry that you had a hard time finding the elevator. Our hotel is an "L" shape. We built the elevator in the crook of the "L" so that it would be easily accessible to all guests.
I hope that you enjoyed the rest of your stay at our hotel, and that you were able to utilize some of the wonderful amenities the hotel has to offer.