The plain-old Best Western in Graham has somehow become a Best Western Plus - this is laughable, as there is absolutely nothing "Plus" about it. It's just a run-of-the-mill, run down, very basic older-property no-frills motel. I have been in plenty of Best Western Plus properties, which tend to be noticeably nicer and have a little effort put into them. This one simply does not merit the enhanced name, not by a long shot.
I'm including some photos from the room I eventually wound up in - including an absolutely disgusting, badly yellowed and stained and outdated TV channel guide that looks like it's been there forever and has had God knows what spilled on it; a sprinkler head emerging from just a raw-cut hole in the ceiling; some kind of funky fungal or bird-dropping looking nastiness growing inside the air-conditioning unit (which also lacked a digitized temperature setting - your options are to leave it blasting all night or not at all); and also rusty scuff marks in the tub and a completely loose shower drain that showed how corroded and hair-clogged the pipes are.
What was most annoying, though, was the deception and incompetence I encountered from the front desk clerk when I stayed there. I was making a long drive across Texas for work, and Graham is where I happened to decide I was tired and ready to call it a night. When I checked in said I would prefer a King bed if one was available. The parking lot really wasn't very full at all (at about 10 PM), and the woman at the front desk told me that was no problem but all they had available was smoking rooms.
I was like, really? It has been a long time since I ran into a Best Western that even allowed smoking, much less a BW Plus. I asked if she was absolutely sure they didn't have any non-smoking rooms left, and mentioned I'm a Diamond member if that made any difference (I really dislike asking for special treatment, btw.) She apologized, but confirmed that smoking rooms were all they had that night. I hate smoking rooms but was pretty wiped out, and asked if I could at least go to the room first to see if it was bearable. So she led me up to the room on the third floor (the hallway absolutely reeked of smoke) and the room itself did stink pretty bad but not quite as bad as the hallway. She did offer to spray Lysol in the room to help kill the smell. I was really tempted to go on to the Holiday Inn Express in town, and wish now I had, but I was just pretty exhausted. Plus I had a Best Western gift card that expired the next day and figured I might as well go ahead and use it.
So I told her fine, it would do, and said I would take her up on the offer to spray Lysol in the room while I gathered my things. So I got checked in, got settled, and made a phone call. The Lysol wasn't helping much, and I peeked out the window and took a closer look at the parking lot and wondered how on earth they could be out of non-smoking rooms with so few cars out there. So I went online, and lo and behold the Best Western main website showed the property in Graham had non-smoking rooms available that same night. Hmm.
So, I called Best Western customer support on the 800 number on the back of my card, told them the situation, and asked if they could verify from their end if non-smoking rooms were in fact available? Indeed they were. The rep also said as a BW Diamond member (and I had shown my card at check-in) I was definitely entitled to a free room upgrade if one was available. So the customer service lady placed me on hold to call the hotel herself to ask what was going on, and when she came back to me said the woman at the front desk seemed confused, that the hotel was undergoing some renovations, but definitely had non-smoking rooms available and all I needed to do was go down and get switched out.
Well, what a hassle, and I was pretty irritated. But I gathered my things, went on down, and told the woman at the front desk I had been on the phone with customer support and it appeared they had some non-smoking rooms after all, and that I wanted to be switched. SHE THEN PROCEEDED TO STILL TELL ME THEY HAD ONLY SMOKING ROOMS AVAILABLE, and looked at me like I was crazy. I said, I just got off the phone with customer service, and I know you just spoke to the same rep I did just two minutes ago! And finally, visibly annoyed at me, she said, well, yeah, we have some non-smoking rooms, BUT NOT A KING!
At what point should it have become obvious to this woman that I would have far preferred a non-smoking queen room to a smoking King? Yes, I mentioned a preference for a King bed when I was first checking in, but I repeatedly asked and indicated after that that I sure would like a non-smoking room, and was having a hard time believing none were available. So I can only chalk it up to the front desk clerk either being completely incompetent, or deliberately difficult.
The non-smoking room I was switched to was still on the third floor, where all of the smoking rooms were and where the hallway smelled so bad. But at least the room did smell way better, although it still had the other problems noted above.
Even without that whole deal, the hotel would still have been a severe disappointment. It was just run down and shabby, and I have to say downright depressing. And calling it a Best Western "Plus" is just absolutely ludicrous.
Just to be clear, my Diamond status should have made no difference in this matter. Asking for a non-smoking room is hardly an unreasonable or extravagant request - if non-smoking rooms ARE available, ANYONE should be able to get one.
I'm not a big complainer, and I'm not high maintenance by any stretch. But my experience here was severely disappointing to the point I felt compelled to leave this bad review. less
Shilah J, General Manager at BEST WESTERN PLUS Graham Inn, responded to this review
I am very disheartened that you had such a troubling experience at our property. I understand and agree with a lot of the maintenance issues you presented and you will be pleased to know we have already taken steps to complete them. I'm proud to tell you that on your next stay with us you will notice considerable upgrades. We have just finished renovating all of our bathtubs. We also did a deep clean and upgrade of our ac units. We are in the process of completely renovating not only our hotel but our guest experience. I hope on your next stay in Graham, you will allow me the chance to provide you with a better guest experience. Please contact me directly if you would like to further discuss this,