The front desk was friendly, but, despite using the online check-in, rooms were not ready. There was no housekeeping done at all during a 5-day stay. The public areas show recent remodeling and are ve... more
The front desk was friendly, but, despite using the online check-in, rooms were not ready. There was no housekeeping done at all during a 5-day stay. The public areas show recent remodeling and are very attractive, but the guest rooms need some attention - particularly the bathrooms.
The biggest problem was the door lock. I notified the front desk the day of arrival that opening and closing the door was very difficult and that something seemed to be sticking. They said that they would have maintenance check it out. The problem increased until the fourth day of my stay when I found myself unable to get out of the room. The front desk could open the door from the corridor with a pass key, but I couldn't open it from the inside. Unfortunately, they didn't seem to have any available rooms, so I was a prisoner unless someone at the front desk was available. This is dangerous! less
Ashley Dennis, General Manager at Best Western Plus Keene Hotel, responded to this review
Thank you for your input. We have addressed the locks and are working on preventive maintenance to avoid this in the future and we are also replacing all door locks for the entire hotel. Our intention was to replace all locks last year however the pandemic has delayed a few of our upgrades. As far as the housekeeping is concerned. We have had to adjust the housekeeping schedule for stay over guests to request only. We are close to being able to go back to a normal housekeeping schedule as more restrictions ease state wide. We do notify all guests as they check in how the housekeeping works and let them know that they only need to request housekeeping for service.