I came with an open mind
12/11/2016 OklaOnthego, okla
Best Western is not my normal hotel brand, but I came with an open mind, The heated pool was nice, everything else was good until one night it was a little chilly and we decided to turn the heat on an... more
Best Western is not my normal hotel brand, but I came with an open mind, The heated pool was nice, everything else was good until one night it was a little chilly and we decided to turn the heat on and after we turned on the heat it was the most horrible smell and strong odor I've ever smelled. We shut the heat off within 30 seconds, and left the unit off for the night. We kept waking up, off and on, still smelling that strong horrible odor, it was not the normal first time heat to be turned on smell it was worse. smelled like a fire could start any second. Come morning we looked at the filter of the unit, and the filter was so packed with stuff you could not see through it at all and on the coil fins the unit itself was caked with gunk and who knows what. We reported it to the front desk, and let them know maintenance needs to clean the filters and unit. and I asked if they could comp me since we breathed that stuff in all night. They said no because I was already at the lowest rate they have, so they gave me 1000 points since i'm a member. Which really doesn't do me any good. I think I was more disappointed at the fact just because I got the lowest rate they wouldn't comp me. They could of gave a one night free, or a 25 percent discount or even a 10 percent discount. But instead I feel insulted that just because I booked at the lowest rate I get nothing, just to inhale all the fumes of that 30 seconds that we turned on the unit. If it takes lots of stays to earn enough points to stay one night free, that 1000 points wont do me any good. I picked this Best Western because it had great reviews. but as a customer and feel insulted because I booked at a lower rate. After they cleaned the filter, I was still afraid the next night to even turn it on again so it stayed off the second night also. The breakfast was ok, normal hotel breakfasts, and Just so you know when I booked my king suite I was told the difference between the King Room and a King Suite is the suite has more shelving, which I don't see how that makes it a suite. I will never stay at a Best Western again and this one had better reviews then any I have ever seen. less
Christina P, General Manager at BEST WESTERN PLUS Castlerock Inn & Suites, responded to this review
Thank you for your response and I apologize that after we corrected the issue that you were still not happy as we take pride in making our customers happy and comfortable when they are away from home. We will take all your concerns and use them as future learning & training tools.