Best Western Plus Rockville Hotel & Suites

Rooms need renovating soon. It appears they are working on the renovations. For the price we paid for the room, I guess we should not have expected better. The front desk people are very helpful and professional. We had stayed in a BW before and were very happy. This hotel was a disappointment. less

The hotel room was dirty, cracked sink in bathroom no housekeeping service, hot water didn’t work, keys always did not work. Had to go back to the front desk for new keys. Rugs were wet, very noisy, you can hear the room next to you as well as the rooms across the hall. less

I made 2 reservations under my name. One for my son and one for me. I chose this hotel because it was pet friendly and my son had a dog. This was notated on the reservation for the king-sized room.His stay was supposed to be placed under his name upon arrival and he arrived 1 day ahead of me. He was given my room by mistake?? (2 double beds) and I was given his room (king sized). After confronting the hotel personnel, she changed my room to a double but said since he came 1 day earlier she couldn't change his room. He told the hotel personnel he was supposed to have a king room but she said all kings rooms had been booked 2 weeks before. His room had mold in the bathroom; my room had cracks in the bedroom ceiling and the iron didn't work. Upon check out he gave his credit card to pay for his room. They still charged my credit card for his room and my room and told me that I had a dog in my room (which I didn't) and she wanted to charge me extra for the non-existing dog. He is checking to see if they also charged his credit card. They put a $100 hold on my card as they said this was customary and was in my reservation agreement but when I asked to see it on my reservation they couldn't find any proof on the reservation and made me sign an acknowledgment of the charge without any verification. I felt this was unprofessional and misleading. They said the hold would be held for 3 days after my departure. The outside of the hotel looks very nice but the actual rooms inside of in need of a much needed renovation. There are signs everywhere that a face mask is required but I saw a few guests on the elevator and general areas with no face covering and the hotel personnel didn't say anything to them. I will not be staying at a Best Western any time in the future. I thought Best Western Plus was on the scale of a Marriott Courtyard but I was very disappointed with this stay. less

Located just near the Research Park in Rockville, Maryland, the Best Western PLUS is very clean and provides great service. At a time when people are concerned with staying in hotels due to COVID-19, I, as a health care professional, was very impressed with the safety measures taken by the staff here at the hotel. So much so, that I sent photos of signage, sanitizers and air purifiers back to friends staying in Florida. Leslie, the night clerk, anticipated my every need and Ruth, the day clerk made sure that I had everything I asked for. Finally, at a time when it’s so easy for senior managers to stay in their ivory towers, I was thoroughly impressed with the general manager here, standing shoulder to shoulder with her front line staff serving a hot breakfast with all necessary precautions, to all her guests. Dixie is an excellent example of true leadership during a challenging time. I highly recommend staying in this facility, if you must travel like I do. less

I’m staying in Maryland with my in-laws under my father in laws last name because we are sharing a room. I did not have a room key and I was just coming back in after walking my service dog. I approach the front desk and ask for a room key. The front desk agent Ruth said she can issue me a room key if I can tell her what’s on my reservation. I told her the day we check in the day we are checking out. The addressed used. Email and the room number. EVERYTHING MATACHED! She then looks at me and says no I don’t want to give you a room key. Now maybe it’s because I’m white and I didn’t shower so I looked a little nutty with my hair messy and sweatpants on and an over size cardigan with my service dog Bandit. THAT IS RACIST! You do not tell somebody you can help them and then keep them locked out of their room. After looking at me up and down. Now I work for Best Western myself. And never, and I mean never have I ever treated a guest the way she treated me. That’s absolutely disgusting. I’m not saying oh let’s fire her she’s bad for the company. But she needs to have a warning done at least. I know she can probably be the best from desk agent out there. less