The room was filthy when we checked in. Poop on the side of the toilet. We called the front desk and asked if housekeeping could clean it. They said no and offered another room, which was half the siz... more
The room was filthy when we checked in. Poop on the side of the toilet. We called the front desk and asked if housekeeping could clean it. They said no and offered another room, which was half the size of the room we requested. So we opted to stay in the original room and cleaned the toilet ourselves! Over $300 per night! less
Cindy F, Owner at Best Western Plus Kentwood Lodge, responded to this review
Dear Tina, We are so sorry that your stay didn't start out better than you expected at first. You checked in later in the evening and the Housekeeping staff had already been gone for the day for hours. The housekeepers would have seen what your picturing and also they are rechecked again before the room is put back in order. The sole front desk staff person that checked you in found that it took you and the larger than listed party on your signed registration, 25 minutes to come back to us to visit about your concern. That is an incredible amount of time between checking in and alerting us, and we wonder since it was stated to her that it was "fresh" if one of your party used the toilet while you were all going back and forth to bring your items to the room? and didn't realize it. Her offer to move your party to another room was the easiest and fastest way to accommodate your 1 night stay. The rate was less than what you noted and it reflects the reservation was made for a Deluxe, Over sized 2 queen bed room, an extra bar sink, micro & refridge and with an Extended Sitting area, Suite, during our busiest time of the season, with the best location in town.