Disappointed in this Hotel :(
We have stayed multiple times at this hotel, one to 3 times per year. We were there Sat. Sept 23rd for one-night stay. It was honestly not a good experience. The front desk clerk was a woman of few w... more
We have stayed multiple times at this hotel, one to 3 times per year. We were there Sat. Sept 23rd for one-night stay. It was honestly not a good experience. The front desk clerk was a woman of few words, wasn't very welcoming. She did get us checked in without incident. There were 2 beds in our room and upon pullong back the covers on one bed, we found hairs, what looked like a small piece of a leaf, along with several small flecks of black substance that was probably dirt, but big enough to easily pick up with our fingers. I placed all of this on a white piece of paper and took it to the front desk and showed the staff and asked for clean sheets for the bed. She simply handed me linens and didn't apologize in any way! At breakfast time, there was an issue with the staff keeping the food well supplied. Waited 15 min or so to get eggs and sausage out to the guests after running out. The waffle mix was in the wrong containers...blueberry mix was in the container that was marked for original. Orange juice ran out and didnt get refilled in a timely manner. Staff did not wipe any of the tables between guest use. We found staff outside taking smoke break together and at times could not find desk clerk to help us. We had great difficulty reaching desk clerk when we tried tocall before our arrival. The automated phone system kept cycling back to original message after multiple rings were unanswered bydesk clerk.
It was just sad to see such a difference in quality of our stay compared to our previous stays. This is a beautiful hotel, but there clearly are some issues that need prompt attention. Staff training is needed. Customer service should be number one priority. We are sure hoping to find things much improved if we give this place another chance to earn our business.
BWPlusHiawatha, General Manager at Best Western Plus Hiawatha Hotel, responded to this review
We are sorry to hear that your recent stay with us did not exceed your expectations. We appreciate your feedback and will use it to make improvements to offer guests a better experience in the future. We hope you will give us another chance and stay with us again.