Do Not Stay Here
19/10/2017 A318KRchristineb, Cleveland, United States
I was leery of staying here in the first place due to the Best Western name, I had thought of changing hotels at the last minute, and I truly wish I would have. It started (after having already travel... more
I was leery of staying here in the first place due to the Best Western name, I had thought of changing hotels at the last minute, and I truly wish I would have. It started (after having already traveled for 12 hours) by checking in with a lady who, while nice, seemed very scatter-brained and almost as if she were on drugs. She didn't even realize we had reserved two rooms until we brought it to her attention. We stayed on the second floor, right next to the elevator, and all night all I heard was people stomping above me and the elevator noise. The next morning, I put the "please make up room" sign on my door handle, only to come back to the room looking exactly the same. No fresh towels, nothing. The room had not been attended to at all. The hot water was another problem- there IS NO hot water. I finally figured out how to get it luke warm, but it was never hot. I also never got the fan on my heating unit to work. I truly was going to let all of these things slide as I'm typically and easy-going person, and I just wanted a comfortable bed to sleep in. But the final straw was our last morning there, when I woke up to the sound of dripping water. I threw on the lights only to find the ceiling above me leaking. There were huge bulges of water and water dripping out of the drywall seam. I called the front desk immediately. They couldn't get into the room above me, so they just said "it happens sometimes," and that it wouldn't collapse. I have never gotten ready and packed so fast in my life. After all of that, I definitely will not be returning. It's Hilton's for me from now on!! less
Vikram S, General Manager at Best Western Plus Sam Houston Inn & Suites, responded to this review
First of all, I DEEPLY apologize for your terrible experience at our hotel. Whatever happened during your stay is non-excusable. We have addressed our service issues and have taken corrective action with the employee in concern. That individual is no longer working at our hotel. The lack of hot water in your room was connected with the leak from the ceiling. We found an unintentional leak on the third floor which cause your ceiling to drip and lower the pressure of the hot water. The response you received from the front desk was definitely not acceptable. I have spoken with the desk on how to immediately solve situations, such as yours. I can't imagine the frustration you felt with us upon leaving the hotel. I want to assure you that this not how we operate. We hold ourselves to a very high standard and will use your feedback as a learning experience. I truly regret losing your business, but I am thankful for your comments. We hope to see you again.