We have stayed at this property several times in the last 6 years, and this is absolutely the last time. We knew the hotel was undergoing some "updating" but what we experienced is simply poor management and an attempt to take in as many $$$ as they can with so many empty rooms.
First, we waited several minutes to check in (on Monday) because the desk person (male) wanted to finish something on the computer in the back office. Then we were told that the 2nd floor suite specifically requested by telephone on Saturday morning was not available due to renovations (that information was available when I called on Saturday). The 2nd floor was requested because we both have mobility issues and I was to have surgery on Thursday and I would be prohibited from using stairs in case of an emergency.
Then, after checking in, we were informed there would be no water available the next morning from 9am until 2pm.
The rooms were freezing cold despite turning the thermostat very high. The room temperature was still about 60 degrees, after 2 hours. We called the desk and it seems there was an open window behind the drapes so of course the rooms could not warm up since the outdoor temperature had been been below freezing in the morning with not much improvement early afternoon. There was also freezing rain that morning. Finally, the rooms began to warm and we were able to sleep with extra blankets.
The second day, while I was in the hospital, the outdoor temperatures rose significantly and my husband discovered there was NO air conditioning in the hotel rooms due to the renovations. So, temperatures were higher, heat rises, the sun is beating on the windows and it’s a sauna inside the suite. The solution (on Friday) was a box fan and instructions to open the window again behind the blackout drape in the bedroom corner.
Room cleanliness (especially during Covid-19 pandemic): the rooms were definitely not disinfected or cleaned very well. (I couldn't get the photos to upload.) Light switches, microwave, fridge, and coffee maker clearly hadn't even been wiped. The coffee maker was so disgusting we couldn't/wouldn't use.
Bath supplies: Only one hand towel, and one wash cloth were provided for 2 guests. Not once in 6 days, did anyone come by to offer fresh towels or to replenish other supplies.
On the last morning of our much shortened stay, there was fire alarm testing (no forewarning). When we called the desk, there was no answer. In fairness, the desk did call back a few minutes later and advised no need for concern, they were testing alarms.
We didn't even receive the customary Welcome bag for gold level guests!
We have stayed in several hotels very recently and they all clearly had taken serious steps to ensure cleanliness of their guest rooms. They also provided an information sheet at check-in with info on changes to their daily operating plan (e.g., breakfast, room services, trash removal, etc.). This BW property posted lengthy notices in the elevator and expected guests to stand in the elevator long enough to read through the small print. In my opinion, simply not good enough!
ABSOLUTELY WORST Best Western Plus experience EVER! less
Dixie Eng, General Manager at Best Western Plus Rockville Hotel & Suites, responded to this review
We are so sorry that you had many issues during your last stay with us. We take pride in providing excellent guest service and when we fall short we want to provide remedies. Please contact me at the hotel. I would like to make it right.