Are you kidding me!?! Positive reviews are misleading!
14/10/2019 muddledbliss, Ephrata, United States
They entire experience was aweful! We checked in and our room was disgusting. Nasty stains everywhere, on the floor, furniture etc. I wouldn’t walk around in my socks at this place! Yes, it was an ol... more
They entire experience was aweful! We checked in and our room was disgusting. Nasty stains everywhere, on the floor, furniture etc. I wouldn’t walk around in my socks at this place! Yes, it was an older room, but it was more than age and wear and tear, it was gross. We called the front desk requesting a room change, of which he obliged - our only request was a king bed in a clean room. He said he could get us a room, but only for 1 night and would gladly cancel our additional night. We went back up to our new room only to find the room had two double beds which was not doable considering my husband is a larger man. We then took our things back down to the lobby and ask for a complete cancellation of which he obliged. He did offer to get us a room at a sister property for the night as it was now nearing midnight, but we declined as we honestly were considering just driving all night to get home at this point. Upon leaving, we walked out to our car which was parked in hotel parking only to find that within the 20 minutes we were in your hotel our truck was broken into and our items were stolen. At this point we went back to the front desk to let them know what had happened also spoke to the Security guard who is sitting in the lobby. They weren’t much help at all. We then flagged down a police officer driving by and he let us know that no one in the area would help us or share camera footage, due to threats by gangs and this happens all the time. The nearby gas station had a camera pointing directly at our vehicle and the refused to help. It is also very disturbing that there was a group of transient people that seem to be living on the hotel grounds just near the trash cans, hiding in the trees. After paying better attention is appears they are likely scoping out customers only to rob them when they leave their vehicles. This is not OK. Customer safety should be a top priority. We have stayed at many Best Western Hotels (especially Plus) and this hotel falls far far below that level in my opinion. The pictures are very misleading. We would never ever stay at this hotel again. less
NavigatorGM, General Manager at Best Western Plus Navigator Inn & Suites, responded to this review
Firstly, I am so incredibly sorry to hear about your recent experience; I know nothing can change or return the time spent on these issues. It is my goal to make this right. As you mentioned, our reviews from past guest reflect that this is not a normal occurrence and something I take very seriously. Your safety is our number 1 priority and we do have cameras on site for some of the areas in our parking lot. I am so sorry the officer you spoke with was less than helpful and disregarded your attempt at filing a report. To ensure I address all of your concerns regarding cleanliness and correct any loitering issues, please email me directly at firstname.lastname@example.org with your reservation details and any other notes you would like to share. We hope you will consider staying with us in the future for another opportunity to impress you.