Nice hotel but reception experience must improve
03/07/2018 Courtezieyowiey, Washington
From the very start, our room keys did not work. OK, it happens - we thought after trying to enter our room for the first time. Reception reset both keys, but they still did not work by the back door ... more
From the very start, our room keys did not work. OK, it happens - we thought after trying to enter our room for the first time. Reception reset both keys, but they still did not work by the back door leading from the parking lot. So; with our stuff, we went back the long way - through the lobby. And it kept happening every time we left the room. One time, when I went to the reception desk, the young man there gave me a lengthy and detailed instruction to not to put the key in my pocket next to my phone. I had no phone on me. Well, then I should not put the keys next to the phone at all... It was very frustrating and eventually the other young man apologized for the inconvenience but it was not friendly at all, just a statement. I should mention that temperatures were in the high 90s, and having to walk around the hotel, and back and forth was rather unpleasant. The hotel itself is nice, but people are the ones who make it stand out or not. The previous three nights we stayed at BW Storrs - an older, pretty worn out place. But we loved that hotel! The friendliness of all staff we encountered - the reception lady, the breakfast lady, housekeeping personnel - they all were so nice! What a difference it made... less
Daneil M, Front Office Manager at Best Western Plus New England Inn & Suites, responded to this review
Thank you for staying with us and for taking the time to leave us a review. We would like to apologize for the inconveniences that occurred during your stay, but are happy to hear that you enjoyed your overall stay with us. I hope you will stay with again, giving us another chance to provide superior customer service.