I booked 3 rooms for our group, we were staying there so we could enjoy the city and the zoo.
Upon arrival everything seemed fine, we were checked in by Mohammed, who was very friendly and fast.
We got to our rooms, they appeared upon first glance to be fine.
The one room had hairs in the bed, to the point that my Mother refused to sleep in it, and stripped the bed to sleep on some blankets from in our car.
The second room was fine.
The third room, our room, was fine until we got our kids dressed for bed and pulled out the sofa queen bed. Upon opening it it was absolutely obvious that it had never been made, I don't mean that there were not blankets, I mean that it had blankets that had quite obviously been slept it, including hair and sweat stains on the blankets, it also had a vape in the blankets.
We called down and spoke with Mohammed who didn't really understand the issue, so we had him come up to the room and look, he offered to give us clean blankets so that we could change the bed, but we refused and our children were not interested in sleeping in the bed after seeing the state of it and the vape. He took photos to forward to his Manager and we requested to change rooms. He was apologetic and went downstairs to try and find us another room, he had us meet him on a lower floor that had some sort of party going on and was now a floor away from the rest of our family group. Finally, he found another room on the same floor for us, and dressing in pajamas, we had to pack up all our belongings, move to a new room, unpack, then finally go to bed.
When we checked out, they acted like nothing had happened, and we asked to speak with the Manager, who was not in. So we spoke with the Supervisor who offered us $2 in reward points, and gave us a 6% discount... She told us that it was all she could do and we would hear from the Manager. We are at a week now and we've heard nothing from the Manager.
In addition, none of the ice machines worked, and none of the vending machines worked. The breakfast in a morning was limited due to COVID restrictions, as was pool use, which is understandable, but their breakfast "sausage" was chopped up hotdogs, and anything other than cereal in a ziplock bag or eggs was hidden around a corner that you had to ask for, but it wasn't even possible to see it in order to ask for it.
We are extremely unsatisfied with our experience and the customer service, apart from Mohammed who initially check us. less
Rizwan Adahan, Agency / Consultant at Best Western Plus Executive Inn, responded to this review
Thank you for your feedback regarding your recent stay at our property.
Your business is very important to us and we value your feedback. By telling us what you liked about your stay and how we can improve, you are helping us deliver a superior experience for you and other guests in the future. We hope you will come back and see us again soon.
Thank you again for taking the time to give us your feedback. We appreciate your loyalty to our brand.