27/03/2017 sbarrette, Claremont, New Hampshire
We waited in line for about 20 minutes to check in, even though there were 2 people at the desk and only 3 people in front of us. We were given room keys that didn't work, got new keys only to find o... more
We waited in line for about 20 minutes to check in, even though there were 2 people at the desk and only 3 people in front of us. We were given room keys that didn't work, got new keys only to find out room was not what we booked (1 Queen plus sofa, vs. 2 Queens) Told that technically we were in a correct room. I told them I wasn't going to sleep on a pullout and the other couple with us wasn't either. She then proceeded to tell us and the manager (I think) that we needed to be upgraded for our inconvenience, that we were getting an upgrade, getting a better room, etc. The room we were moved to was definitely NOT an upgrade - in need of updating, bathroom was super small and not very clean. TV would randomly turn off while you were watching something (happened 3 times before we gave up) At 11 pm, we were having a very normal conversation, laughing a little, etc. We received a call from the front desk that they received a noise complaint from the next room. If you cannot have a regular conversation in your room, the hotel needs to address the insulation between rooms! Strong odor of marijuana coming from next room through our bathroom. Just very disappointed. less
Donnie S, Guest Relations Manager at BEST WESTERN PLUS Executive Court Inn & Conference Center, responded to this review
I am terribly sorry to hear of your disappointment with our hotel. On behalf of our entire team, I would like to apologize for failing to exceed your expectations. Know that your voice is important to us and that we are working hard to address these issues and improve upon the guest experience. I hope that you will consider staying with us again so that we can have another chance to provide you with a superior experience. Kind regards.