I am a Diamond Member and we stay at Best Western properties almost exclusively while traveling.
We were traveling from OK to MI and decided to stop over at this location for the night. I called ahead and made the reservation with Taylor, she was very pleasant on the phone and said she could accommodate us with a Diamond upgrade.
Upon arrival Taylor provided us a room on the second floor adjacent to the elevator, she stated that was a large wedding party that had a block of rooms at the other end of the hall so she gave us this room so we would be away from any potential noise.
The hotel common areas looked very nice, like it had been somewhat recently updated. The same was true in the room. Where they completely missed the mark was with housekeeping.
When we entered the room we immediately noticed that it looked like the carpet had not been vacuumed, there was debris along the edges of the wall, around the bed/nightstand, white strings out in the middle on the darker carpet (very obvious) etc. The bathroom counter was not clean, the mirror was only cleaned as far as the person could reach.
Then when we went into the bedroom the linens on the bed were loose and very wrinkly, almost as though it had been slept in and the covers had just been pulled up Not al all what we are used to with a Best Western Plus.
So I called the front desk and reported the problems to Taylor, inquiring if there was a better room. She apologized, offering us the one across the hall
(next to the elevator), believe it or not it was worse, they was human hair on the furniture, dried cheese on the carpet in front of the sofa where someone had been eating while watching the TV, the bathroom floor was dirty with hair, toilet paper bits, and a piece of plastic from a container that had been opened by the previous occupants. The drapes were stained with what looked like blood spots,the bottom hem was coming out on one, and they were not hung correctly in order to close properly.
The seat cushion of the chairs had a disgusting looking stain on the underside.
There was a bad iron burn on the bench fabric, and when I went to the closet to grab a spare pillow from the shelf it also had human hair on it!
And again the carpet did not look as though it had been vacuumed properly.
I went back down to see Taylor again, she was very embarrassed, gave me another key card to check, this time it was just a standard room no upgrade. I opened the door and it smelled heavily of smoke so I didn't even go in.
Apparently the first room was the best they had to offer that evening, it was late and were were exhausted that was where we stayed.
Taylor said she would email the manager and suggested I speak with here about our problems in the morning when checking out. I spoke with here and showed the photos, she was very apologetic and insisted on comping the room charge. I explained I that wasn't what we were looking for, but she insisted stating that she was sorry for our experience.
I told her I was grateful for the refund, that I thought the staff was wonderful, breakfast was fine (fresh and plentiful), and the hotel itself looked very nice, but there was definitely a problem they needed to address with the housekeeping staff.
And that I would not be able to provide them with a good review - She said she understood.
I hope they take this serious and bring new staff that can take care of the rooms properly. less