Needs updates, but EXCELLENT service!
18/01/2018 FourDogMommy, Wichita, Kansas
This is the first Best Western I've stayed in for probably 10 years. We chose it because it is very close to the Rockwall ISD Aquatic Center where we were attending a 4-day swim meet. The location was... more
This is the first Best Western I've stayed in for probably 10 years. We chose it because it is very close to the Rockwall ISD Aquatic Center where we were attending a 4-day swim meet. The location was fantastic for that, and because it's so close to restaurants and shopping. As for the other aspects of this property, the 3-star review comes from my mixed response to the facility vs. the service. The front desk staff and Miss Paula in the breakfast room were EXCELLENT in every way. They were consistently helpful and kind and there is no way they can pay Miss Paula enough for her beautiful service in the breakfast room. I have NEVER seen someone at a hotel or restaurant go out of their way to be so helpful, caring and kind. There is a special place saved for her in heaven. However, the reason I can't give a higher rating is because our room just didn't feel very nice or very clean. The sofa sleeper was very old and stained. My children slept on it and I just didn't feel comfortable with that. The mattress was stained and so I inspected it very thoroughly. Probably someone just spilled a coke on it, but it just looked awful. The carpet was the same way. It looked old and felt sticky. After the first night I refused to walk on it in bare feet. I also noticed what looked like big globs of toothpaste on the curtains. And, I'm admittedly a perfectionist, but they weren't cleaning quite as well as I had hoped. When you drop something on the floor that's visible and return to your room after they've come to clean but still see that little thing on the bathroom floor, you know they aren't being very detailed. less
Himmat C, General Manager at Best Western Plus Rockwall Inn & Suites, responded to this review
I am terribly sorry you were not satisfied with the condition of your room. We will definitely look into these issues. Our carpets are steam cleaned each month. I will review with my housekeepers to insure they are using proper chemicals and procedures.Thank you. Hope to see you again.