We're aware that Best Wester is undergoing a re-branding and with the new signage, etc certain properties are getting renovated and freshened up. This particular property in Cambridge hasn't had this happen apparently, at least not the first floor room we had this weekend (though it looks like the front lobby and breakfast area may have been done, not sure). But regardless of the lack of updating, one thing this Best Western can provide is great customer service! Let me share our experience....
We arrived late afternoon, late for a wedding so while I waited in the car my wife went to our room to change after checking in. About an hour later, while at the wedding, I received a text message from "Catherine" at Best Western, enquiring whether our room was to our satisfaction. It was then that my wife first mentioned that actually no, she was disappointed that it smelled 'musty" or smoky (we request non-smoking rooms when we travel). So I passed this on to Catherine in a text reply, asking if someone could go into the room and turn on the air conditioner to air it out. She assured me that maintenance would address the problem immediately by placing an air purifier in the room while we were away. Later that night when we returned, the air quality was improved. The room furnishings were still dated and a bit tired looking but the mattress and bedding were great and we enjoyed a comfortable night's sleep. The next day, one our way home, we received another text message from Catherine asking about our stay.
It was definitely an interesting touch, checking in on us both when we arrived and after our stay, reflecting the use of the new technology by the property. And in our case, it changed our experience from disappointment to satisfaction.
We have had great customer service at many hotels before but this one took it to a new level! less