Don’t waste your money or sleep
Upon arriving to the hotel, the exterior wasn’t great compared to other Best Western Plus Hotels we have stayed at, but the lobby was ok. Check in went ok. We went up to our room and instantly it smel... more
Upon arriving to the hotel, the exterior wasn’t great compared to other Best Western Plus Hotels we have stayed at, but the lobby was ok. Check in went ok. We went up to our room and instantly it smelled pretty bad and stuffy. First impression there were bugs in the tub, the toilet paper was wet and the tv didn’t work. On our way out for the evening we let the hotel staff know and they said we could switch rooms when we returned. My parents staying on the top floor also had issues, but didn’t say anything. Upon returning several hours later, we moved rooms. The new room was an “upgraded” suite that had a jacuzzi in the middle of the living area. It was a little odd and not like the ones you get at all inclusive resorts that seem fitting, this one was odd and didn’t connect with the bathroom at all. We were exhausted after several hours at a memorial service. Then a loud noise began that appeared to come through the walls and lasted for over an hour. I took video of it and went to the lobby to show the staff. The employee was very unapologetic and offered to switch us to what was our third room. That process took about 40 minutes. We packed up again and headed down the hall. It was almost 1am at this time and we were exhausted and knew we would have to be up in a brew hours for the funeral. The third room was ok, but still the cleanliness was disappointing. The bathroom had beer caps on the floor and also smelled. At checkout the next morning the employee was apologetic but couldn’t do much. She offered us $20 off and I didn’t think that was enough. She asked me what would make me happy and I said a bigger discount or my money back and she said she couldn’t do any more (so why did she ask?). Overall I’m very disappointed. I’ve stayed at the BWP in Pflugerville and Denton and those two are great! This one really doesn’t represent the new branding they’ve been working towards well at all. I do not recommend this hotel at all and wish we would have stayed anywhere else. I would have rather paid more somewhere else. less
bwplushillcountry, Guest Relations Manager at Best Western Plus Hill Country Suites, responded to this review
We are sorry that your experience in our hotel didn't meet your expectations due to those points you highlighted. We understand excellence is a continuous work, so we appreciate your feedback, which we have already noted, in order to evaluate them.
We hope to have another opportunity to redeem this experience, so you can verify our capability to meet your expectations.