How did they get a Plus?
Checked in on 10/23 after a 5 hr plus drive from Philly. My wife and I have stayed at several Best Western Plus locations. I have no idea how this location got a Plus added. First, my wife and I have ... more
Checked in on 10/23 after a 5 hr plus drive from Philly. My wife and I have stayed at several Best Western Plus locations. I have no idea how this location got a Plus added. First, my wife and I have never had the experience of being given room keys to an occupied room. Thankfully, when we entered there was no one there, but the bed had been slept in, tv was on, trash in the cans, and used towels on the floor. The halls are filthy and smell like cigarettes and marijuana. The halls haven't been vacuumed in a week or more. The elevator floors have vomit, what looks like milk drops or something similar. Elevators also smell of cigarettes. The second room we got had so much dust on the surfaces you could paint a masterpiece. I had to take a towel to wipe the dust off the TV screen. We found a sock on the floor. I'm sorry, but aren't we facing a pandemic? This doesn't meet the basic cleaning requirements much less a "We Care Clean" program. The sheets and towels have an odd scent to them. It feels almost like they're powdered after washing? My wife had an allergic reaction to whatever cleaning solution you're using or powder that is used. I asked to speak to a manager on Saturday 10/24 as we got in late Friday night. The front staff refused to allow me to speak to a manager. She stated that a manager wasn't available on weekends... I'm sorry but I've never stayed in any hotel that you can't connect with management. I wasn't really given any apologies, offers, or options for discounts etc. I've worked as a Hotel clerk and never refused anyone to speak to a manager. less
Matt Frank, General Manager at Best Western Plus Bradford Inn, responded to this review
On behalf of our entire team, I would like to apologize for not exceeding your expectations. 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. While the initial room you were given was not an occupied room, it was a room that had not been serviced by house keeping that day. As we discussed at the front desk on Sunday, this is unacceptable and we apologize profusely for this situation. I am available 24-7, 365 days a year for our staff to reach out to me with any guest concerns that come up while I am out of the office and I am sorry they did not reach out to me. I will be discussing this with the staff directly. However, I am glad we were able to speak in person on Sunday and go over all of your concerns. I do hope that you will reconsider and give us another opportunity in the future.