A Terrible Hotel Experience
14/11/2017 cualebieng, Hillsborough, New Jersey
My family of 4 stayed at this hotel for one night. We were in town for a wedding. We were all tired after the wedding festivities and decided to forego showers that night. I️ was the first one to atte... more
My family of 4 stayed at this hotel for one night. We were in town for a wedding. We were all tired after the wedding festivities and decided to forego showers that night. I️ was the first one to attempt a shower at 7 AM the next morning.when I️ turned on the water in the tub, the water gushed out and along with the big burst of water was a lot of small black ants, some alive and some dead. It was so disgusting. I️ went to the front desk to check out and demand a complete refund. The manager on duty hesitated to do it. He gave the excuse that he couldn’t reach his boss. I said I️ will call the credit card company to stop payment. This is when he finally agreed to issue refund. I️ believe it’s poor business practice. I️ have traveled all over the world and I️ have never experienced anything like this. less
Anthony I, General Manager at Best Western Plus Encina Lodge & Suites, responded to this review
Of course I am concerned after reading your review. We regret any inconvenience for any of our guests at any time. After researching this situation I see that my team provided you a full refund.
Please note that our staff consistently strives to maintain our facility to adhere to our high standards. As with all facilities, there are unfortunate maintenance issues that arise. Our staff acts swiftly to address any unexpected issues with the objective of maintaining the comfort of our guests.
Please accept our sincere apology for this isolated incident.