Well decorated rooms, but disappointing service
17/03/2017 gypsynw, Montana
We stayed at 3 hotels in Moab during this particular trip and frankly, none of the staff were very friendly. This one, however, was the worst. We arrived at 1:30 in the afternoon and asked if it was... more
We stayed at 3 hotels in Moab during this particular trip and frankly, none of the staff were very friendly. This one, however, was the worst. We arrived at 1:30 in the afternoon and asked if it was possible to check in early. The girl who greeted us made it clear that we were interrupting her and rudely told us check in was at 4. (Yes, it is almost always 3 or 4, but we have very rarely been turned away at other hotels if rooms are available). It was no big deal for us and we returned at 4 to find other, friendlier staff at the front desk. Our room looked lovely, but there was an odor reminiscent of gas or chemicals in the bathroom, and the room itself smelled like pesticide. The tub has some sort of plastic overlay, which was ripped. I have young kids, and they were not able to take baths for this reason. Water seeped out of the rip whenever we showered. There were no pool towels and we did not have enough towels in our room. We heard noise from above from about 5 a.m. until check out, and not just a few bumps but loud dragging. Breakfast was crowded, but there was plenty of seating. The eggs were awful, biscuits and gravy were typical of hotels. We didn't realize they served made to order pancakes until we were leaving, as there was no sign and staff made no effort to direct anyone. Breakfast staff seemed irritated to have to walk through people to fill coffee urns and clean tables. The coffee was relatively good. This wasn't the worst hotel we've ever stayed in, but it was definitely some of the most unhappy staff we've encountered. The room was clean but very small and there are no stand-out amenities. There are many better, cheaper hotels in town. We stayed at another hotel in the area for less than half the price and the room was nicer with a much friendlier and helpful staff. We won't stay here again. less
Hotel M, Manager at Best Western Plus Greenwell Inn, responded to this review
I apologize we were not able to accommodate getting you in a room early, early check-in is based on available rooms at the time. We moved our pancake machine based on our guests' feedback to help with the flow. Thank you for letting us know that we need more signage for the pancake station.
We really appreciate guests feedback in our continuous efforts to improve our services.
Rachelle - GM
Best Western PLUS Greenwell Inn