Not great at all
I was traveling from Missouri for a hill country wedding. We stayed at other hotels on the way down and back. This was the only one that demanded we wear face masks and said they would ask us to leave... more
I was traveling from Missouri for a hill country wedding. We stayed at other hotels on the way down and back. This was the only one that demanded we wear face masks and said they would ask us to leave if we didn't. One employee basically yelled at us as we entered the lobby. (which was supposedly off-limits due to Covid 19). If we weren't exhausted, we would've cancelled right then and stayed somewhere else. Upon entering the hallway, there was trash in bags inside the hallway that was still there until later the next day and beginning to ripen. The ceiling fan blades were covered with dust. The light above the bathroom sink did not even work. (Kinda makes it difficult to get ready for a wedding). Since the Lobby is closed, you cannot go down for breakfast. They will bring some up to you upon request. It consisted of scrambled eggs, sausage, biscuit and refried beans!? Not exactly what I want to dip my biscuit in. Sausage was the only thing we really ate. Also, they have removed the coffee maker from the room. Though beyond their control, the road construction in the area also makes this hotel a pain to get to at the moment. I don't normally leave anything less than positive reviews. However, I felt in this case a warning was needed for others considering this hotel in the near future. less
BWHillCountry, Manager at Best Western Plus Hill Country Suites, responded to this review
Dear Clarissa Dodd,
Thank you for completing the survey regarding your recent stay at our property.
On behalf of our entire team, I would like to apologize for not exceeding your expectations. Your satisfaction is important to us and we will be using the feedback you gave us to implement improvements to ensure we offer a better experience for guests in the future.
Unfortunately due to the Covid-19 Pandemic the health and safety of our guest are our top priority. Asking you to wear a mask while within our building is done to ensure your safety and the safety of other guest. Unfortunately in order to ensure all guest cooperation in establishing a safe environment we inform everyone during check in of our mask policy. This policy is also mandatory for all employees.
Trash cans left outside of guest room doors as a precaution ensuring housekeepers do not enter their rooms are picked up 2-3 times throughout the day. However trash cans placed in hallways during the night do not get picked up until the following day. I will meet with my housekeeping department to discuss your fan having dust. We apologize for this oversight. I will personally check this issue and take all corrective measures necessary.
We have also closed our lobby in the effort to prevent large gathers that could jeopardize guest and staff safety. In addition we also personally deliver breakfast and coffee to each of our guest rooms upon request. This addition was added since we are no longer able to serve a breakfast buffet. Fresh cracked eggs, biscuit, tortillas, bacon, sausage, re-fried beans or gravy are served daily in different variations. We also provide cereal, bagels, yogurt, blueberries, apple juice, orange juice, coffee and 6 different grab and go breakfast bag option.
We value your feedback and are working effortlessly to establish a system that coincides with health guidelines while offering as much guest service and amenities as possible. Unfortunately like the rest of the world this pandemic has caught us off guard. Your feedback helps us to implement improvements during this difficult time. We take these extensive measures to follow Covid-19 safety and self-distancing recommendations. I apologize that you do not approve of our safety measure. We will further review Government and CDC health guideline and continue establishing the safest environment within or ability. We apologize for any inconvenience this caused you.
I hope that you will consider staying with us again so that we can have another chance to provide you with a superior experience.
If I can provide any assistance, please don't hesitate to contact me directly at 210-490-9191.
Best Western Plus Hill Country Suites