Stayed at this hotel twice in the last month. First time things weren't but so bad. Door handle into the room fell off every time I touched it, so opening the door was a two handed affair - hold the handle in place and pull the door open by the lock. TV remote wouldn't bring up channel guide, so they brought me a different remote that worked. Microwave was unbalanced, but did heat things. Second time was there for 5 nights. When we checked in, the clerk had on a face mask, but it was under his chin. Said he saw where we had asked for an extra pillow, did we really need it. Really? Once again remote wouldn't work, so called front desk and told them the problem. Kept telling me what channel the guide was on, but was wrong every time. I asked for a remote like I got last time I stayed. Was told they didn't have any others, to just look things up on my phone! After my comment of "Dude! Seriously? I know you have others!" Was told if I wanted one to come get it, he wasn't bringing it to me. Found out the hard way that the mini fridge had a broken controller and froze everything we put in it. Coffee in lobby every morning had grounds in it. Every time we passed the front desk, we were never greeted. Night clerk always had his mask below his chin and morning clerk always had a hoody pulled up over his head and part of his face, so couldn't tell if he every had one one. The one time I could see his face, no mask at all. Finally checked to see when I could talk to the manager. Morning I found her, she was scrubbing the front lobby and her mask was only covering her mouth. I asked about their mask policy and she informed me she never put her mask over her nose? I pointed out the problems I was having with things and her response was they were very short staffed. She was surprised that I was getting the answers from staff that I was, said they are always friendly and helpful. I didn't experience that. I asked for another box of tissues, as we had used all of ours and was told they didn't have any. When I asked if she was sure, she said I'll check, but they aren't ordering them anymore. She did find one and gave it to me. I have stayed at a lot of Best Westerns and this is the worst I've ever encountered! Don't stay here! less
Denise Young, General Manager at Best Western Plus Harrisburg East Inn & Suites, responded to this review
I would like to extend my sincerest apologies regarding your recent stays with us. I can assure you I will personally be looking into all of these issues, and doing whatever I can to correct them in the future. I would be happy to discuss your feedback with you directly, if you have sometime to give me a call at 717-985-1600. I truly hope you will give us another opportunity in the future to further improve upon your recent impression. Thank you, and have a nice day!