15/01/2017 ccjb2011, Virginia Beach, Virginia
I booked this hotel based on positive reviews I read online. I also used credit card reward points to pay for my rooms. I was completely shocked and disappointed after checking in. The lobby and ov... more
I booked this hotel based on positive reviews I read online. I also used credit card reward points to pay for my rooms. I was completely shocked and disappointed after checking in. The lobby and overall property look very nice but it's the room I received that was completely unacceptable. I was assigned two rooms in the "motor court", three doors up from the end of the building and my door opened up to the parking lot. This hotel clearly had rooms with interior hallways. I felt I had been assigned to the portion assigned to long term rentals for construction workers. I had to put on a coat and walk to where the ice machine was located inside the building. Oh, and the room smell...the scent of some kind of super industrial air freshener was overwhelming. Despite 20 degree temps, we had the window open to air the place out. The bathroom was another story - definitely dated and in need of more than a paint job. The bottom of the door was frayed and there was a discolored rubber mat in the tub. Ick. It was obvious the hotel was not full, and why we were exiled to the end of the building was unclear. Upon checking out I asked the clerk why were given rooms with exterior doors and she had no explanation, but I would receive a call from the manager since I was dissatisfied. I am still waiting on that call. In the meantime folks, buyer beware! less
Kent S, General Manager at BEST WESTERN PLUS Crossroads Inn & Conference Center, responded to this review
Dear "ccjb2011"- thank you for taking the time to share your feedback on your recent stay with us this past Wednesday night. Your comments enable us to continue to improve on both our guest services and products.
I apologize that you were not comfortable in your designated rooms, as it appears we fell short in our goal of exceeding your expectations. I can assure you we take all of our guest comments seriously, and I will be reviewing this with our Maintenance and Housekeeping Supervisor to closely inspect and correct any deficiencies.
In the future, we do encourage all our guests to let us know if there are any problems with their stay as we can either fix and repair as necessary or move your room to another location in the hotel that you desire. I did notice your check in time of 3pm, and I believe a courteously call was conducted after your check-in but t here were no problems reported. I only bring this up as we can always move any of our guests to rooms if requested, but again apologize that you found your rooms below satisfaction. As it turned out we were sold out that night, and your room # assigned was based on the type reserved online and what was available and clean at the time of your arrival.
I will also be discussing this with our Guest Service Manager, and we will definitely use this is a learning tool to better serve all our guests in the future.
Thank you again, we greatly appreciate your business, and