I was so confused
This hotel looks great in the pictures but believe me, it stops there. The hotel was booty maintained well at all. I was surprised that they didn't come in to change towels, empty garbage, or make b... more
This hotel looks great in the pictures but believe me, it stops there. The hotel was booty maintained well at all. I was surprised that they didn't come in to change towels, empty garbage, or make beds. When I asked the front desk why, they told me that they only clean the rooms every 3rd day... But even that didn't happen. We stayed 4 nights and never got our room cleaned.
Also, they yelled at anyone who wasn't wearing a mask in the common areas, threatening to kick them out. Yet several times we saw their housekeepers going on to clean other rooms or their maintenance workers walking around without masks on.
At breakfast we were told that they were out of things (like milk or yogurt) just because the help didn't want to go back into the kitchen area to retrieve it.
Overall the place was dirty. I would not go back there again. less
Best Western, General Manager at Best Western Plus Hill Country Suites, responded to this review
Firstly I would like to thank you for taking the time to review your recent stay at the Best Western Plus Hill Country Suites. It is only through feedback such as yours that we are able to maintain and indeed, where necessary, improve upon the service that we provide to our valued guests.
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 housekeeping service is only provided upon request on your 2nd or 3rd night as stated in our hotel welcome letter provided in your room. I apologize if these new covid procedures caused you any inconvenience. I can assure you we are just as anxious to get back to normal. Also to ensure the safety and wellbeing of our guest and staff, we ask all of our guest to remain in facemark while in any public areas. We have many travels who book with our hotel specifically because of our mask policy we have in place. I apologize if you felt like you were being yelled at and threatened to wear a mask. I can assure you that was not the case nor our intention when we asked you to wear a mask in our lobby. As discussed with you and your family at our front desk we require all staff members to remain in mask while at work. Again thank you for your review and we sincerely apologize for the inconveniences you experienced.
If I can provide any assistance, please don't hesitate to contact me directly.
Best Western Plus Hill Country Suites