This hotel is unsanitary + other issues!
Day 1. After we checked in we immediately dropped our bags off in the room and went to view the body of our deceased relative. We noticed that the room we reserved was not similar to the one we purcha... more
Day 1. After we checked in we immediately dropped our bags off in the room and went to view the body of our deceased relative. We noticed that the room we reserved was not similar to the one we purchased online, but we didn’t have time to acknowledge it until we got back to the hotel.
We were told that you do not offer rooms like the one advertised online. I was ok with that explanation. However, it should be noted somewhere on the website that the room shown is not similar to the room on the website.
Day 2. The next morning I woke up and saw the stained curtains. Then I went to take a shower and noticed the drain was not working. The water was up to my ankles by the time I got out to dry off. I called to report the dirty curtains and clogged drain in the tub. I requested to be moved to a different room.
The woman in front was nice enough to oblige.
We received our key cards and moved our luggage to the new room #325 and left immediately for the funeral.
We came back to our room long enough to change our clothes and left out again.
We did not get back to room until after midnight. Which is why we did not notice the filth in the bathroom immediately.
Day 3. My husband walked in the bathroom. He asked if I had been in there. I had not. He asked me to take a look at the toilet. What I saw was utterly disgusting. I noticed poop particles all over the toilet, towels, and walls.
I called the front desk immediately and asked to speak with a manager. I was told the manager did not come in until 3pm. Around 3:20pm I called and spoke with Pam.
I explained everything above to her.
This hotel is very unsanitary. It is also a health risk as housekeeping is not thoroughly cleaning the bathrooms. Properly cleaned rooms should take precedence over everything else as we are still in the midst of a pandemic. Cleanliness is the most important detail to keeping customers safe and protect from the COVID-19 virus as well as other harmful bacteria.
Since the second room was in worse condition than the first, we decided it would be best to clean the toilet ourselves using the gloves and Clorox wipes we keep in our vehicle. I should not have to clean up a room that should have been thoroughly cleaned prior to our entrance to the room.
I contacted the general manager and the manager of the hotel. I asked for information to contact the corporate office myself. However the GM wrote me back to inform me he would forward my message. I would prefer to do this myself. less
Tina M, Other at Best Western Plus Hanes Mall Hotel, responded to this review
Thank you for rating your recent experience at our hotel. It is disheartening to learn that the bathroom was not properly cleaned and maintained according to the high standards of our housekeeping and maintenance staff. We do engage in deep cleaning processes right now. Your feedback is certainly going to be taken into consideration as we are always seeking ways to improve upon the guest experience. We look forward to showing you how we have learned from your experience.