31/12/2017 Nadine S,
Traveling from Chicago to Delaware we stopped in Sandusky for dinner and decided we would stay the night and finish our drive the next day. I called the hotel which we had stayed at a couple years ago... more
Traveling from Chicago to Delaware we stopped in Sandusky for dinner and decided we would stay the night and finish our drive the next day. I called the hotel which we had stayed at a couple years ago and booked a 2 room suite. When we arrived the front desk staff were very friendly asked if we had a reservation, then paperwork, gave us our keys and directed us to our room. When we got to our room it was freezing!!!! My kids refused to take off their coats. We turned the heat on in both rooms to 86 and after 20 minutes it was still freezing. While waiting for the room to warm up I turned down the bed and there were hair pins and little curly black hairs on the sheets. I then noticed what looked like vomit all over the door jam and some on the wall going into the second room. There were bottle caps on the floor as well. I called the front desk and let them know. The first thing they said was “Is the window open?” I replied no. I was put on hold then told I could move to another room if we want to which I replied yes. The front desk brought up new keys. I showed the woman my other concerns in the room. She said they are supposed to turn on the heat before we arrive and that she would let her supervisor know about the uncleanliness of the room that someone had just been reprimanded this morning about room cleanliness.
We went to our room and all was good, Kids fell asleep then I noticed the 1 inch bug crawling up the wall right next to the microwave. My husband killed it and threw it away. I was very unsettled by this. He fell asleep but not me nope couldn’t do it. Got up to use the bathroom and there was another bug crawling up the wall in the bathroom. This time I killed it and took it to the front desk. The woman there was very nice and apologetic and said she was going to refund our entire night stay.
We left the hotel at 5am. When I turned in the keys the new woman knew nothing about the refund which I assumed had already been taken care of as I told the night shift receptionist we would be leaving as soon as my husband woke.
Needless to say my credit card was charged anyway.
I would not recommend this hotel to anyone. Looks nice from the outside but it’s a whole different story inside. less
ZPaulReynolds, Guest Relations Manager at Best Western Plus Sandusky Hotel & Suites, responded to this review
Your review perplexes us as we had pre-blocked your room before your arrival and went ahead and pre-heated the room. Additionally, it's great to hear that you found the front desk agent friendly upon your arrival but you should also know that she's the General Manager of the property and had, herself, pre-heated the room before your arrival. She turned the thermostat to 70 degrees. Of course, with the wildly-cold weather we've been having, it would take some time once you arrived in your room and turned up the heat to get to a temperature that would be comfortable. However, while you called the front desk to report the problem, although they were asked to hold while you conferred with others in your party, she was readily willing and able (and did!) to move you to another room.
Additionally, there was no refund to be given--your entire stay was comped. While we explained that the hold on your funds may show up because of the pre-authorization process, it would fall away 24-48 hours after--which it did. There was NO charge to your account as was discussed and agreed to with you. I believe the third shift person was confused because they had been told that there was no charge to your account. When you asked about a refund, that, unfortunately, confused the issue.
I'm incredibly sorry that your experience didn't rival the vast majority of our other guests. As you (and others!) can see, we are consistently one of the top-rated hotels in the Sandusky market. We certainly value your business and hope that you'll give us another try in the future.