Let me begin by saying that I have been a business traveler for three years (Platinum at Marriott and A+ with Southwest Airlines) and had planned at some point to give Best Western a try. My wife suggested after my latest trip to Ohio that we take a little "Staycation", so I picked the Best Western Plus about 50 minutes away. This was the beginning of a nightmare that as of this writing, Best Western has not even begun to address.
Best Western Plus on their website describes themselves as a hotel that "goes beyond the expected, offering everything from well-appointed guest rooms to upgraded amenities." Therefore, we picked out a room that also included a jetted tub. We began our romantic evening by trying to use the jetted tub. What followed was loud grinding noises as we engaged the button to turn on the jets, and a few bubbles leaking out. We immediately shut it off. I figured that was going to be our only issue, until we went into the room to begin to relax. Because we arrived later in the evening, since we watched a sporting event, it was midnight by the time we pulled back the covers on the bed, and to our horror, ants were running everywhere on the mattress. By this point, we had had enough, and called the front desk and asked the young man to come up and see for himself. He apologized and told us he could get us another room. Once we got to the other room, he informed us that it was a step down from the room we wanted and did not have the jetted tub, nor the kitchenette. I decided right then to cancel my planned second night stay. However, once in this reduced quality room, we discovered that many things were not up to standard. Let's start with the loud buzzing from the lights in the restroom, as well as the iron mount that was hanging off of the wall (and the closet door that was off the hinges). Also little simple details like the clock not being plugged in or programmed was the icing on this crappy cake. I asked to speak to the manager in the morning and wanted a full refund, since we were moved into a room we did not want or asked for after having ants charging across our mattress, that still was sub par at best. I was told that the manager was not in, but they would have her to call me when she arrives at about noon. I went down the street, had brunch and decided to stop in once more to see if the manager arrived. I was again told that she was not there, but was aware of the issues and would call. By about 4:00 in the evening, I called the hotel myself, only to be greeted by a gentlemen who had no knowledge of the issues and told me that the manager had gone home. When I angrily informed him that I had been promised a call, he did call me back in about 30 minutes with feedback from the manager saying that they would still keep 75 of my dollars since I stayed in the other room that I didn't ask for. One other thing to add, by the time they got me in the other room, it was too late at night to hunt for another hotel and I had no choice by to take the room.
The customer service at this hotel is the worst I have seen, considering the lack of quality. I am including pictures of the items I mentioned, including the ants. All of this after I simply requested a full refund and an apology, but could not even get this. Please, take it from this business traveler, this is a hotel to avoid!!!!! less
BWPlusBradenton, General Manager at Best Western Plus Bradenton Hotel & Suites, responded to this review
Dear Yusuf Johnson,
Thank you for completing the survey regarding your recent stay at our property.
On behalf of our entire team, I would like to apologize for not exceeding your expectations. We pride our hotel on cleanliness and excellent customer service. Your satisfaction is important to us and we will be using the feedback you gave us to implement improvements to ensure we offer a better experience for guests in the future.
I hope that you will consider staying with us again so that we can have another chance to provide you with a superior experience.
If I can provide any assistance, please don't hesitate to contact me directly at 941-757-5555.
Best Western Plus Bradenton Hotel & Suites