Worst experience at a Best Western
04/03/2019 Flyer66553811793, Albuquerque, New Mexico
I wasn't acknowledged as a Diamond Select Elite member. Room was smelly. Sheets had makeup and other stains on them. Bathroom was really dirty, only thing clean was the toilet; sink faucet was broken ... more
I wasn't acknowledged as a Diamond Select Elite member. Room was smelly. Sheets had makeup and other stains on them. Bathroom was really dirty, only thing clean was the toilet; sink faucet was broken and leaking water. Not enough sheets, pillows, soap, shampoo nor conditioner for the amount of guests specified in the reservation. Sofa pullout wasn't prepped nor comfortable, what's the purpose of staying at a hotel if I still have to get out of my way to prep where my children are sleeping and then have them hurt in the morning because the sofa pullout was uncomfortable. Hairdryer sparked, blew out while my wife used it. Door did not lock, did not need the key card to get into my room. If I would have not used the chain lock and the additional lock in the inside of my room, anyone could have walked in and either stole from us and/or hurt us. This was in my room. The room my brother and his family was staying had other issues. Main one, the Ac did not work and all he was offered was a fan. A fan! Not even an apology nor an offer to switch rooms. My wife is the assistant manager to the Best Western in Bloomfield, NM. See their ratings (Best Western Territorial Inn and Suites) So I know what's asked of the staff and what's needed to make guests comfortable and happy with their stay. The entire staff needs extra training. less
Alex H, General Manager at Best Western Plus El Paso Airport Hotel & Conference Center, responded to this review
On behalf of our entire team, I would like to apologize for not exceeding your expectations. Your satisfaction is important to us and we will be using the feedback you gave us to implement improvements to ensure we offer a better experience for guests in the future.
I hope that you will consider staying with us again so that we can have another chance to provide you with a superior experience.
If I can provide any assistance, please don't hesitate to contact me directly at 9157786411.