Would never go back or recommend this hotel
16/09/2019 Sherrie V, Belchertown, Massachusetts
The check in process was pretty smooth and the staff friendly. We decided to use the Hot Tub that evening only to find the overwhelming smell of chlorine (to the point of making me cough and burning ... more
The check in process was pretty smooth and the staff friendly. We decided to use the Hot Tub that evening only to find the overwhelming smell of chlorine (to the point of making me cough and burning my eyes) to much to handle so we waited til the next day to try it. That next day the smell was better but the tub was cold and there weren't enough towels stocked. We complained to the woman at the front desk who told us she doesn't know how to turn it up. We had 2 rooms and our friends room did not get made up that day when we were out but ours did however there was a slice of onion on the tile inside our room near the door that was not there prior so clearly the housekeep staff are eating in the rooms. I decided to leave it there and see if they took care of it the next day. The next day we came back to the onion slice still on the floor and less than a quarter of roll of toilet paper with no back up rolls. On our way out the next morning I asked them to ensure we had extra toilet paper and they did but the onion remained. At one point I had called the front desk to request an extra blanket (as I was told by the woman at the front desk there would be an extra one in the drawer but there was not). The phone rang for over 5 minutes with no one answer before I got frustrated and hung up. On day 2 we also told the next front desk person that the hot tub was not hot and was again told they didn't know how to fix it but would talk to maintenance. We came back that evening to a still cold hot tub and again complained to the front desk (this gentleman with red hair had a clue...we liked him) and he said he knew how to turn it up and would take care of it but unfortunately it was still not up to temp by time we went to bed.
We tried to use the two computers in the "business" center to print some tickets. One of the two computers wouldn't even connect to the internet. The breakfast was gross, un-flavorful and cold. We went some place else from then on to eat.
The carpet in our room felt damp the whole time we were there and it wasn't even near the bathroom so I have no idea what was on the floor but it was gross.
When we checked out I told the person at the front desk about the mysterious onion that had laid on our floor for 3 full days despite our room being "done up" all 3 days. less
gmbw39134, Guest Relations Manager at Best Western Plus Harrisburg East Inn & Suites, responded to this review
Dear Sherrie V,
Thank you for taking the time to post your review. I want to deeply apologize for the issues you experienced during your stay. I want you to know I have addressed what you experienced with all of our staff, in the hopes of improving our service delivery. We work hard to provide an excellent experience for all our guests, and take feedback very seriously when we hear we have not succeeded. Thank you for being honest, we hope you will give us another opportunity in the future to show you what we truly have to offer. Have a great day.