My husband and I stayed at this hotel while visiting places within a days driving distance of the hotel. The stay was during the COVID restrictions so naturally there were some changes due to this. And I will address how COVID did affect part of our stay.
I picked this hotel based on Trip Advisor reviews. We arrived before check in time, our room was not ready, and was told by 3pm the normal check in time it should be ready, that due to COVID and cleaning protocols it took longer for housekeeping. We left and returned around 2:45 and the room still was not accessible although we had already been assigned keys at our earlier check in arrival. Front desk staff personally checked the room and advised that the chemicals used to clean the rooms still had the odor in the assigned room therefore, by 3:10pm she changed our room assignment.
Upon entry in our room, the first thing we noticed is the entry way light didn't work, upon further investigation there were several things maintenance needed to fix. We did advise the front desk that evening, but, we wanted no one in our room until after our departure and the issues needing addressing would not truly affect our stay. Upon our departure I handed the front desk staff member a list of 7 items needing to be looked at. The bottom line I could be negative and complain, but having traveled so much I realize that it requires communication from housekeeping, to front desk, to maintenance that is if no guest advises of any problems with a room, therefore I choose not to be negative but instead state the front desk was advised of issues with room 308 upon our departure.
The hotel is located in what appears to be an industrial area, however, once you past that upon entrance and walk into the hotel, or even sit on their nice porch/deck area overlooking the river all that is quickly forgotten. It is a nice location for relaxing.
All the staff were friendly and hepful, with the exception of one staff who called me out in the lobby for not having my mask on -- the only people in the entire lobby was myself and my husband - NO ONE else in sight at that time and we were standing at the elevator getting ready to go to our room, and I was actually on the telephone with my daughter. The staff member told me from the front desk I needed to have my mask on -- I guess my point in this is -- there was NO ONE anywhere near me - and had there been I would have placed my mask on. In NC the guidelines state "People must wear face coverings when in public places, indoor or outdoor, where physical distancing of six (6) feet from other people who are not members of the same household or residence is not possible. " Again my point is - there was NO ONE in the lobby except the front desk person who had walked out from the office, myself and my husband - and the front desk clerk was behind the desk and I was at the elevator -- well over 6 feet away from each other -- so that was a little un called for.
Another point, - the breakfast at best was fair - it's pre bagged with the label of apple, banana, orange - my husband's orange was rotten and my granola bar was old tasting even though it was still in date. The irony of this is - you can still get your own coffee anytime at all - - there is hand sanitizer available at the coffee area -- the coffee cups are not individually wrapped and the coffee stirrers are not individually wrapped - but rather just in a open box that everyone who takes one places their hand inside -- so that means you have to trust all guest are doing the approrpriate hand sanitizing right? And it's strange that in some NC restaurants you can obtain salads from a salad bar with gloves provided - but at this hotel cannot obtain a hot breakfast at a breakfast bar.
The hotel is a very pretty hotel in decoration, it doesn't look old, and we witnessed staff cleaning constantly.
There are limited hotels to choose from in this particular area, and overall I felt this was a decent hotel at least it had a relaxing view from the well maintained porch area at the river.
I rated it very good simply because I choose not to let a few mainteance issues and COVID interruptions cloud my opinion rom what is probably a very good location to stay.
I am a Best Western rewards member and thought I was getting a good rate when I booked this hotel, however, I have stayed recently at a resort at the beach at a much cheaper rate than what I paid on-line for this hotel with less issues in the room so I had to rate the value I paid as only average. less
James Grissom, General Manager at Best Western Plus River Escape Inn & Suites Sylva Cherokee Area, responded to this review
Thank you for reviewing us regarding your recent stay at our property.
Our team is committed to providing an exceptional experience, and we appreciate your feedback as a valued guest of ours. Your health and safety remain paramount, and as such, we were among the first in the industry to roll out standards and best practices to enhance our cleaning protocols at the start of COVID-19. Our hotel prides itself on embracing BWH Hotel Group’s We Care Clean™ initiative and ensuring our guests have a safe and comfortable stay. By telling us what you liked about your stay and how we can improve, you are helping us deliver a superior experience for you and other guests in the future. We hope you will come back and see us again soon.
If I can be of assistance in the future, please don't hesitate to contact me at 828-586-6060.
Thank you again for taking the time to review us. We appreciate your loyalty to our brand.