It was ok. But missed the mark for me.
16/08/2019 JenW1993, Jackson, Michigan
Just checked out from a two night stay. We stayed here for our Cedar Point trip. We originally booked a king jacuzzi room. Only to get a call a 4 pm the day of check in saying that the jacuzzi was bro... more
Just checked out from a two night stay. We stayed here for our Cedar Point trip. We originally booked a king jacuzzi room. Only to get a call a 4 pm the day of check in saying that the jacuzzi was broken, so we wouldn’t be in that room. They offered to let us cancel for free, yeah well no where else that I would have stayed for the two days was available. Offer a discount for the inconvenience, not a chance. & the boss didn’t even want them to call about the room & to just tell us when we got there! So that was the first frustrating thing. When we got to our room we turned on the hall light in the room & it made a horrible loud buzzing noise, that wouldn’t stop. Plugged in a straightener in the bathroom and it caused the bathroom lights to flicker. The cleanliness of the room was frustrating. I could clearly see what appeared to be popcorn under the couch in our king room, so they definitely didn’t vacuum under it because it was right near the edge of the front of the couch. The couch was downright disgusting. We lifted the cushions and there was a bunch of dirt, crumbs and hair and had some staining from some sort of liquid, of who knows what. So we wouldn’t sit on it or set anything on it. Bed and sheets were clean though, so theres a positive! Bed was uncomfortable though, could feel the springs in the bed. On our second night we arrived back to the hotel after being gone for 14 hours, only to find out both our keys wouldn’t work. Went down to the desk, handed my keys over and told them they wouldn’t work and for what room number, they didn’t ask for my name to even verify i was in that room. Now for another frustrating thing, house keeping didnt leave an extra roll of toilet paper in the bathroom, well we ran out at 3:40am, called front desk to see about coming down to get some, no answer. So i get up and ready, go downstairs no one at the desk. Rang the bell 4 times waited over 10 minutes and no one came up. So i had to go take a roll out of the rest rooms on the first floor. Their online website says 24hr front desk, apparently not. I also wanted a bottle of water out of the coke machine, well on floors two and three the dollar bill thing doesn’t work. Thankfully the fourth floor did. The breakfast though was fantastic, can’t say enough great things about it. Unfortunately due to the other things i don’t think i will be back. This best western missed the mark. But i will say this, i was extremely thankful it was BUG FREE! less
ZPaulReynolds, Guest Relations Manager at Best Western Plus Sandusky Hotel & Suites, responded to this review
Thank you not only for staying with us but for letting us know where we can improve--that's incredibly important to us and it helps us to know what we're doing well and where we still need to improve. I understand your frustrations with a number of the small issues you cited and am genuinely sorry that you experienced anything less than the stellar customer service and amenities that the vast majority of our guests report.
I'm not sure about the reference to the "boss" not wanting to notify you of a problem. That's most certainly is our standard operating procedure as we want to alert guests ANY time there might be a problem or issue--and we always allow a guest to back out of their reservation without penalty at their pleasure. I also understand that the jacuzzi room was was repaired and offered to you on the second night of your stay but that you declined the move--but we also gave you a discount for both nights in light of the problems you experienced.
I hope that you'll agree that we did our level-best to rectify the issues you raised and did our very best to accommodate your needs as best we could. I hope you'll treat this as the isolated incident that it was and give us another chance to prove our commitment to continuous quality improvement. We value your business and would love the opportunity to earn your trust in the future!