Downhill after check-in
21/05/2018 ab72113, Maumelle, Arkansas
My family visited San Antonio to attend my son’s BMT graduation. I chose Best Western Plus-Palo Alto because the location was not too far from the base, rates were very reasonable, and the online rev... more
My family visited San Antonio to attend my son’s BMT graduation. I chose Best Western Plus-Palo Alto because the location was not too far from the base, rates were very reasonable, and the online reviews were good. I reserved 2 rooms for 4 nights for a total party of 4 people. We arrived very late (1 a.m.), but were able to check in with ease. The check-in staff was very friendly and helpful. After check-in, my hotel experience went downhill. My room smelled horrible. It was damp and felt disgusting. While it was neat, I could tell that it was not clean. The carpet was very dark to hide dirt. It stuck to my foot as I walked across it. The shower tile and grout was dark, but there were darker spots on the tile, which was either mold or dirt build up. Because it was so late, I did not complain. However, the next morning, we notified the hotel staff that the room had an odor and was not clean. The staff was very apologetic, and sent someone to our room to vacuum and “freshen” the room. The housekeeping staff left a bottle of comet in our room. When I sprayed some on the tile in the bathroom floor and wiped with a white towel, the towel became black from the dirt. At this point, we requested another room. We were told that the hotel was booked to capacity and there were no rooms available. We requested to cancel our reservation and move to another hotel. Our request was not denied, but we were informed that we had to be checked out by 12:30 p.m. With the BMT events that were going on, it was impossible to pack-up and check out by 12:30 p.m., so we had no choice but stay or miss the events we had traveled so far to be a part of.
We had to set the a/c to 60 degrees to rid the dampness and the smell from our room. On the morning of day 3, we asked the housekeeping staff to change our bedsheets. She replied that they didn’t have any extra sheets. On the evening of day 3, after being out in the hot sun all day, I went downstairs to request an extra set of towels for a shower. The staff at the front desk told me that I needed to bring him our dirty towels and he would exchange them. I have NEVER stayed in a hotel that has made such a request. Ridiculous!
Based on the online reviews, maybe my experience was a unique one, but it was bad enough to make me never stay at another Best Western. less
bwpluspaloaltoinn, Hotel Manager at Best Western Plus Palo Alto Inn & Suites, responded to this review
We’re pleased that you took the time to comment on our hotel so that we can respond to your concerns. I
apologize that so many issues combined to sour your opinion of Best Western. Everything we do is
aimed at improving the guest experience, and we obviously let you down in some ways. When you’re in
the area again, we invite you to try us again. You can expect a much better experience in the future
because we’re improving every day.