Poor hotel, could be so much better
17/04/2019 andyhart21, Holmewood, United Kingdom
We stayed here for 4 nights on our Texas road trip in April 2019. We had stayed in a Best Western Plus hotel in Katy, Houston at the start of our trip, so we were really hopeful that this would be jus... more
We stayed here for 4 nights on our Texas road trip in April 2019. We had stayed in a Best Western Plus hotel in Katy, Houston at the start of our trip, so we were really hopeful that this would be just as good. How wrong we were. Everything that was great about the hotel in Katy was far below standard in this hotel. Don’t get me wrong, I wasn’t expecting the earth as this is only a 3 star hotel, but everything that could be skimped on most definitely was.
The first thing that hit us was the condensation inside the double glazed windows in our room. Not a big thing, but it was a sign of things to come. We had a pool view room to the rear of the hotel which should have been lovely, but when the same deflated beach ball and McDonalds paper bag is facing you from your window for four days straight, it kinda puts you off sitting by the pool and gives you an idea of their standards. We never actually ventured out to stand by the side of the pool, but we could see the debris in the bottom from our room and it just didn’t make us want to use it at all.
Our room itself was very clean if a little tired. One thing that did really grind was the maid service though. We left a tip every single day, and even left a note on the first day thanking them for the service. The only thing the maids ever did was empty the bins. The beds were never made, the toilet rolls never replenished, the towels never renewed. Don’t get me wrong, I’m not snobby about this sort of thing, I’m not actually bothered if the sheets aren’t changed for 4 days, but the maid never failed to take the tip!
The breakfast however was nothing short of appalling. If you don’t mind eating from polystyrene plates with plastic knives and forks you might be ok. If you don’t mind eating meat of indiscriminate nature and hash browns/eggs that taste marginally worse than the polystyrene plates then you will be fine. When your four year old child complains that food tastes really bad, you know it is bad. We ended up eating out for breakfast on the last day as we could not face it any more.
There were several times that hot drinks station had run out of coffee/hot water/tea/milk. The first few times I asked if it was possible to replenish them, It felt like I was genuinely inconveniencing the kitchen staff by causing them to have to momentarily take their headphones out. The scowls told me I was in the wrong though.
I sort of feel like I am being a little unfair with this review. There was nothing fundamentally wrong with this hotel except the breakfast, it just felt like absolutely everything was being done on the cheap. When I look at other reviews that mention the breakfast as a highlight, it makes me genuinely fear for their mental health. As I said before, I wasn’t expecting gold standard, it is a 3 star hotel after all, but it just felt cheap. Certainly compared to other Best Western hotels I have stayed in it was very poor. I will certainly think very carefully before using Best Western again.
BWHillCountry, Manager at Best Western Plus Hill Country Suites, responded to this review
First I would like to thank you for taking the time to provide us with your feed back. Id also like to sincerely apologize for the inconveniences you experienced. I will be sure to address your concerns with all departments. I am also sorry to hear our breakfast wasn't to your liking. We take every compliment, concern and complaint to heart and use them to better ourselves for the future. I hope you allows us another opportunity to better serve you and truly hope you book best western in the future.