Disappointing Stay- 1st floor room, near Spa/Hot Tub
We have stayed in Best Western Hotels consistently for the past 3 years, but this recent stay in December 2019 was a big disappointment. We were given a first floor room, about two-three doors down f... more
We have stayed in Best Western Hotels consistently for the past 3 years, but this recent stay in December 2019 was a big disappointment. We were given a first floor room, about two-three doors down from the front desk and the hotel's spa/hot tub. We had arrived in the late afternoon, went out to dinner, arrived back by about 8, went to our room, tried to sleep, but kept smelling a strong smell of chlorine coming around the cracks of our door. We didn't sleep much during the night. Finally went front desk at about 3:20 am to see if there was anything that could be done with the smell. Discovered that the spa room door was open and the air jets in the spa were going at high speed since we came in at 8, but no one in the spa. In the morning we didn't stay for breakfast that we typically do each visit, but the smell was still bad out in the main lobby. We shared our concerns with the desk clerk, but he was unable to provide us any refund or compensation for our poor stay because we used our points for a free room. He stated he would pass on the information to his manager. Don't stay on the first floor of this hotel and go upstairs and the opposite end of the main desk. less
gmbw39134, Guest Relations Manager at Best Western Plus Harrisburg East Inn & Suites, responded to this review
Dear Mike K,
I am so sorry for the inconvenience you experienced during your recent stay with us. It is disheartening to hear of the troubles you went through. I want to let you know that it is our policy to routinely maintenance our hot tub spa, in order to keep current with health codes. This includes but it not limited to making sure the chemicals are accurate in the hot tub. I do apologize sincerely if this maintenance caused you any issues but I just want to reassure you that we are doing what is required of us by our brand. We hope that despite this recent stay not being what you may have imagined, that you will give us another opportunity in the future to make your stay as excellent has it has been in the past. Thank you for taking the time to provide your feedback, as we take all comments seriously and will do whatever we can to improve our service delivery. We hope you have happy holidays!