29/11/2016 Karen M, Palm Bay, Florida
After a long day on I95, we chose to get some rest here because we had just spent 3 nights at the Best Western in Thornburg, VA which was fabulous. We would soon regret this decision. We had 2 king ... more
After a long day on I95, we chose to get some rest here because we had just spent 3 nights at the Best Western in Thornburg, VA which was fabulous. We would soon regret this decision. We had 2 king rooms that were spacious and clean, but there was a musty smell in the rooms and the hallway. In one of our rooms, the fridge was not working. The internet connection was horrible. It took me an hour to get on. Others in my party were able to get on, but the connection was slow and had very low signal strength. I tried to call the front desk to ask for assistance, but the phone was dead. I checked the phones in our other room and they were also both not working....no dial tone. After experiencing trouble with the fridge, the internet and the phones, my husband walked down to the desk to express our displeasure. The attendant just said that the wifi was working in the lobby, so she couldn't help. She gave him a phone number to call for customer service, and suggested that he check to make sure the phones and the fridge were plugged in. (The phones were, the fridge wasn't.) After plugging in the fridge, I called the tech. support number. An automated voice asked me to enter my pin number...so that was no help as I didn't have or know my pin number. I was eventually able to access the internet in the evening, but the next morning I was unable to again. Meanwhile, the carpet around the fridge is getting wet, so we now realize why the fridge was unplugged - it must have a leak. The question is, why wasn't it immediately replaced? During check out when asked how the stay was, we expressed disappointment, but there was no response.
There are about a dozen hotels in this vicinity, and I would guess that any of them are better than this one. less
Gloria B, Guest Relations Manager at BEST WESTERN PLUS Brunswick Inn & Suites, responded to this review
Dear Karen M:
We are sincerely sorry that you were do disappointed with your visit to our Best Western Inn & Suites in Brunswick. Rest assured that your comments have been heard and addressed by our staff. We understand the importance of accessing the WiFI, phones, lamps and the refrigerator should have been in good repair and ready for you to have a comfortable and stress free visit. Again, we apologize for the inconvenience to you.
We do appreciate your business and hope you will give us another chance to prove we are a good place to stay.
Best Western Plus Brunswick Inn & Suites