31/05/2018 Jen C, Tulsa, Oklahoma
Terribly uncomfortable bed, I'm pretty sure the comforter was meant to be a tablecloth. The A/C unit was so loud we had to leave it on constantly, as it woke us up the first night when we had it set t... more
Terribly uncomfortable bed, I'm pretty sure the comforter was meant to be a tablecloth. The A/C unit was so loud we had to leave it on constantly, as it woke us up the first night when we had it set to auto. Also, in our room, there were no drapes to close, just a decorative section, maybe 6 inches wide that didn't move. There were only shears covering the window, so at daybreak there was too much light in the room to stay asleep. The bed was horrible! Obviously I'm spoiled by my bed at home, but this was completely unacceptable. I could feel every coil or spring in the mattress. The breakfast area was not very clean, I saw honey packets that had turned black. Two of the three days we stayed, I drank water from the glass dispenser they had with ice and lemon slices. Both of those days I was almost instantly sick with diarrhea. Coincidence? Maybe. The final straw was returning to our room the 3rd night of our stay and it smelled like a nightclub. Seriously. Like 10 people were chain smoking for days just below us or something. We were on the 3rd floor, which is designated "Non-smoking". My husband even checked the stairwells to see if someone was in there smoking. The next morning, my throat was almost completely closed off from the smoke smell. We stopped at the desk to complain and were told they already got our complaint. No, that was from the room below us. Apparently the first floor, around room 125 or 127 is where the smokers are, 225 complained, and we were in 227. Do you really expect me to believe that we're the first guests ever to complain about this?? We advised the woman at the front desk (no nametag) that we were checking out a day early due to the horrific smell. She asked us not to give a bad review. Really?? She recommended the Best Western Plus in Mascoutah. The Marion BW is no longer a Plus location. The lady was very nice and said she would ask her manager for a discount for our bad experience. When we checked out and got our receipt, we got a discount alright, $6.00. SIX DOLLARS. Unbelievable. I've already spent 2 times that amount on sinus medication still trying to open my head up from the cigarette smell, 4 days later. less
Eric J, General Manager at Best Western Marion Hotel, responded to this review
We are sorry we did not exceed your expectations. I have been trying to get to the bottom of the issues to address them. However I have not been able to do that from the information you provided. You stated you stayed on the 3rd floor but you also stated you were in room 227 which is on the 2nd floor. So I checked 227, 327, and a few other rooms surrounding. I was unable to find a room with missing curtains, loud A/C, or a smoke smell. As for the honey you stated went bad or turned black, I am assuming another packet of something got mixed in with the honey packets as honey does not go bad. I would really appreciate if you could contact me so I can find your reservation which will give me the correct room information to investigate the issues and address them immediately. We work hard to ensure our guests have a wonderful experience and make sure we address any issues right away. I look forward to hearing from you and again we are sorry for not exceeding your expectations.