Great staff, but the hotel needs some upgrading.
First, let me start by saying that my stay was perfectly acceptable, and my critiques should not be read into too harshly. I worked in the industry for years and have high expectations.
The best part of my stay was my interactions with staff. The front desk agent that checked me in was fabulous. He was so warm and welcoming. He built a great rapport with me from the start and was so thoughtful about my stay details and welcoming me to Ellensburg. He gave me a fantastic rundown of area restaurants, including his personal suggestions. Other hotel staff that I interacted with were equally professional and caring. I had some problems with the internet during my stay and the AM manager remembered me and asked to make sure it was taken care of upon seeing me later. That was a very appreciated gesture and it felt genuine.
Overall, the hotel facility is completely average. It could benefit from a few select and targeted investments. The decor of the hotel feels dated, and does not match with the rebranding of Best Western (for example, they have a nice new sign with an updated logo, but a rather outdated and not-so-tasteful interior).
The breakfast room is large and can accommodate crowds, but a redesign of the buffet flow would help it work better in the morning. The food was okay...I appreciated the fresh scrambled eggs and toppings, as well as the bacon and sausage. However, I was there for 4 mornings, and it was the same food each day which got a bit boring. That said, it was included in the room price which I am happy about. The water spout on their juice machine needs to be recalibrated, it is too high powered and spits water out of your cup and onto the floor. Like most hotels, their pastries are mass-produced and from a box, which isn't necessarily a bad thing, but they need to buy a higher-quality product. I definitely appreciate the free newspapers in the morning.
The room was acceptably clean, although the housekeeping staff failed to pay attention to details (some things, like small hairs here and there would be considered unacceptable at a large inner city hotel). I am not a germ-a-phobe so this is a minor issue for me, but it may be a huge deal to others. The bed and pillows were quite comfortable. I did not like the curtain that covers the closet opening. I would prefer a door or nothing.
I used their fitness facility every night, and this was one of the bigger problems during my stay. It is literally no bigger than a small bedroom, maybe 10x12. They have a paltry amount of equipment, but because the room is so small, the machines are extremely crowded and this presents a major hazard. There is not enough space between each of the machines, or between the machines and the mirrors (another safety hazard). Their weight system is downright poor. There is no room to stretch or frankly even step away from the equipment. There is no trash can (so therefore nothing to throw away the cleaning wipes). As a risk manager, I would suggest that management get an audit of their fitness center done right away and make suggested changes before a major accident, and therefore lawsuit, happens. I took my risk and worked out anyway, luckily, I was the only user during the times I was there.
Also, I consistently had internet issues while I was there. Their WiFi is very finicky and will randomly kick you off. When trying to reconnect, it was very temperamental and I actually had to call the help desk. Luckily, they were able to resolve the issue and give me a tip on how to reconnect efficiently. Once I knew how to do this, it was less of a problem. However, I was there for work, and was extremely frustrated on having internet issues when I had urgent emails or approaching deadlines. If you MUST have reliable internet during your stay, think twice before booking here.
In the evening, they offer warm chocolate chip cookies. They are delicious! Which is why I had to workout in the awful exercise room...
Parking is free and ample. They have a bit of room in the north end of the lot for larger vehicles or trucks with trailers, however getting in and out of the lot is a narrow travel lane. Otherwise, the hotel is within easy walking distance to a couple of good restaurants. It is located on the south end of town, near the main drag (but not on it). It is about 4 minutes to get to the interstate (as long as you miss the train crossing).
One small note, they have a small wetland on the north end of the property that was filled with frogs and birds. It was super peaceful to walk over there and listen to the chorus of the evening frogs and do some bird spotting. A nice touch for sure.
All in all, the value was good (I felt the room rate was very reasonable), but I would probably choose a competitor if the room rate was similar. less
FrontDesk_GM, General Manager at Best Western Plus Ellensburg Hotel, responded to this review
We truly appreciate the time that you have taken and the great detail and feedback you have provided us regarding your stay. It is always great to hear from others in the industry with helpful feedback and suggestions. We are pleased to know that overall you found your stay to be a good value, appreciated the service you received from our staff, and found our location to be a good fit for your stay. However, we do apologize for the Wi-Fi issues you encountered. We do understand our internet concerns and have taken leaps to correct our problems. We know how important it is for all of our guests to stay connected, but especially our business travelers. For our guests, we are having brand new internet installed throughout our location for the absolutely fastest internet we can provide for out guests. I truly hope you will be able to give us another chance to knock your socks off with our new internet next time you're in town.
You have provided us a great amount of detail and feedback to bring back to our management team to continue to work on improving our services. Thank you again, and we hope that you will come back and stay with us in the future so that we can show you all the ways we are implementing your comments.