Rather disappointed in this property
20/04/2017 Justtwobeachbums, Edmond, Oklahoma
I have to say that all of the front desk staff were really very pleasant, and the beds were provided us with comfortable sleep. Unfortunately that was the only highlight of our stay here. I understand... more
I have to say that all of the front desk staff were really very pleasant, and the beds were provided us with comfortable sleep. Unfortunately that was the only highlight of our stay here. I understand the age of this property most likely played a large part in why we felt this way but as a Best Western Diamond member I've come to expect much better quality when staying at one of their "plus" properties.
Our two adult daughters and 10 month old granddaughter were visiting from Michigan for the first time and we wanted to show them the beautiful Wichita Mountains. Rather than make the drive back and forth on the same day we decided it would be nice to drive in from Edmond and spend the night so we could get an early start sightseeing at the animal refuge. Because I am a Diamond member of Best Western they're always my first choice for lodging, and when I discovered they had a BW Plus in the area I contacted the business advantage reservation line and booked our room.
There is so much that was disappointing about our stay here that I do not want to take the time to list all of it.
Let me just say the entire hotel is in desperate need of updating. Each time I made the long trek from the lobby to our room (276) all the way at the end of the North wing it was easy to notice that the maintenance team has a lot of room for improvement. In room 276 I would suggest they at least attempt match the light bulbs in the lamps and on the wall. They should be a consistent color and wattage, and if they are exposed having the same size bulbs would look better as well. The light sconces in the bedroom side of our "suite" were not installed properly, they were not the same height and one was hanging slightly off the wall.
I was quite shocked when I pulled up to the building but thought perhaps if the rooms were nice the outside could be overlooked. The first "suite" offered to me was on the ground floor, the corridor smelled of stale cigarette smoke, the room also had a musty odor, it was dark, and when we opened the door to the outside patio we were greeted with a filthy area that had two lawn chairs, one of which was laying on its side.
The second room offered was on the second floor, it smelled better and although it did not feel any cleaner it was better, though when we opened the sofa bed we found a stained mattress with trash in the folded up inside of it (a previous occupants letter to he lost love describing an addition to drugs etc etc), and more trash on the carpet beneath the bed frame we put it back away and did not attempt to have our daughter sleep on it.
The balcony had no furniture and was not really clean enough to sit out on if it had, in order to close the door you also had to put your body into it to get it to close/lock after opening. We had our 10 month old granddaughter with us on and did not feel comfortable letting her down to crawl around after finding what we did in the room.
The outside door closest to the room we were given was also not working properly so we had to walk down to the next one to enter the hotel.
Sorry but there has to be an awful lot that needs to be done to improve this hotel in order for me to recommend it to anyone.
I was embarrassed and very disappointed by my choice in this property less
Kanchana H, General Manager at BEST WESTERN PLUS Lawton Hotel & Convention Center, responded to this review
Justtwobeachbums - On behalf of the entire staff we would like to Thank You for taking your time write the review. We are truly sorry you have left with a negative impression of the hotel.
You are right the hotel is about 40 years old and have been neglected by previous management and owner for many years. You will be delighted to hear that our new owner/management (Retired Military) is reinvesting significant capital to improve our hotel product. It is our goal to fulfill and meet our guests' need in every aspect of your stay. Regrettably, we fell short in our expectations for your recent stay.
Thank you again for your candid feedback and for being Best Western Rewards Member. We value all the comments and suggestions we receive and know that if acted upon will only help us improve guest satisfaction and our service levels.
It was a pleasure to have you as our guest and hope to have the privilege to serve you again in the future. We value your business and consideration. If I can provide any assistance, please don't hesitate to contact me directly at email@example.com or Tel: 580 353 0200.