31/10/2018 kjrippel, Reno, Nevada
We have been loyal Best Western customers for many years, but after this experience we will never stay in another BW hotel again. We have noticed a gradual decline in the properties the last few years... more
We have been loyal Best Western customers for many years, but after this experience we will never stay in another BW hotel again. We have noticed a gradual decline in the properties the last few years, and this one was the last straw. We stayed two nights. The toilet moved when it was sat upon. The fan in the bathroom didn't work. The door to the bathroom didn't shut properly and wouldn't lock. All the lampshades in the room were askew. Pillows were lumpy. A hair was stuck on the laminated guest directory (which was placed in a prominent spot on the desk so cleaning staff had to notice). The directory was moved the second day by the cleaning staff, but the hair was never removed during our stay. I was going to remove the hair on our second day so the next guest wouldn't be disgusted, but there was no Kleenex left. Used the last of the Kleenex the first day to wipe the dust off the top of the Keurig. The empty Kleenex box was removed by the cleaning staff, but not replaced the next day. There was a hole in the wall next to one of the electrical outlets. The American flag flown in front of the hotel was in shreds. The front desk was unable to provide a receipt when we checked out. There was more, but you get the idea. Seriously. Easy things to fix if there is the will do so. We would have rather spoken to the manager personally about all these things, but didn't have time, and wasn't sure it was worth the effort. less
David B, General Manager at Best Western Plus Lee's Summit Hotel & Suites, responded to this review
I am sorry to here what happened on your recent stay. This is not what we expect from our staff. I have sent our maintenance man to the room to review what you have stated. The fans do work they run non stop and are very quiet. The flag was on back order and was received last week and was replaced. The old flag was retired by my sons boy scout troop.