Mid winter getaway
12/02/2019 Dhee77, Baltimore, Maryland
The rave reviews did not meet expectations. The immediate first impression of front desk staff was suspicious, cold, and strangely unwelcoming, and almost hostile from all 3 individuals behind the fro... more
The rave reviews did not meet expectations. The immediate first impression of front desk staff was suspicious, cold, and strangely unwelcoming, and almost hostile from all 3 individuals behind the front desk! A very unhappy and surly trio to say the least and a very bad tone to start off our arrival with. What an unkind welcome to complete strangers who did nothing but walk through the front door! Really unbelievable for a hospitality industry. The hotel itself appeared relatively new and off season gave a welcome use for the pool and jacuzzi. Sleeping was noisy with the highway traffic and the loud heating system that rattled on and off throughout the night along with a hot water pipe that exploded sporadically in the bathroom after using the shower. The bedding and sheets are extremely abrasive, the sheets feel like a thin piece of burlap and no comforter whatsoever, only a thin Best Western colored bedcover with no real function. The breakfast was simulated eggs and simulated pancakes made to look nice but were not real. There is nothing amazing about this hotel and the “mean spirited” reception for no reason, was a huge turn off. Working in a hospitality industry means staff must be solicitous and welcoming and personable. Sadly this front desk staff gets an F on such a basic skill. less
BMorris94, General Manager at Best Western Plus Easton Inn & Suites, responded to this review
I would like to start by saying thank you for bringing your experience to our attention. We do take a lot of pride in being ranked consistently at #1 in our area and we have done so by providing the best customer experience we can. I am truly saddened to see that we did not hit the mark with your arrival. You are the first to bring to our attention about our sheets and we will definitely work with our vendors to make sure that our linen is being treated correctly.
We take pride in our breakfast and we do not have any simulated items on the breakfast. For a Free Hot Breakfast we have some of the best offerings. We actually cook out eggs fresh each batch and the pancakes area made right in front of the guests with the machine right on the breakfast bar. No matter what though I do truly apologize that you did not feel welcome on your first reception at the property. We try to be as personably possible and want to make everyone feel at home even when they are away from home. I am sorry that we were not able to provide this to your recent stay.