09/03/2019 traveler_2010_96, Birmingham, Alabama
If you value your safety, do not, I repeat, do not stay here!!! I called the front desk the morning of my check out and requested to extend my check out to 11:45am (check out is 11:00am). Reception pe... more
If you value your safety, do not, I repeat, do not stay here!!! I called the front desk the morning of my check out and requested to extend my check out to 11:45am (check out is 11:00am). Reception person stated that would be no problem at all. While in shower at 11:15am, I heard someone trying to access my room (I assumed it was housekeeping) and if it were not for the door latch she would have busted right into my room. The issue here was that the dead bolt was locked and the ‘do not disturb’ sign was on the door. NOT ONLY DID SHE ATTEMPT ACCESS TO MY ROOM ONCE BUT TRIED AGAIN 5 MINUTES LATER!! Having the dead bolt being locked apparently does nothing as key just overrides it and I know this for sure as I relocked it after the first time she tried to break in. Housekeeping will ignore the ‘do not disturb’ sign as well. I had to call front desk to have them tell them to quit trying to break into my room (how sad is that??). The hotel is run by Tweedledee and Tweedledum as when I checked into hotel I asked if the room assigned was next to elevator, as I preferred room as far from elevator as possible and she said that it wasn’t. So I took elevator….took a right and my room was first one on the right. Even if she didn’t know where the room was she didn’t even bother to verify (simple laziness). Room was ok, it was clean but can feel the springs in the bed. Rate at $149/nt was simply a joke to have to be concerned about your safety and to sleep in a crappy bed. less
Richie R, General Manager at Best Western Plus Sebastian Hotel & Suites, responded to this review
I am so sorry for this issue you had. I have spoken to my front desk and housekeeping. Unfortunately this was a communication error on our part and I sincerely apologize for this inconvenience. At no point was your safety in question. It was a trained employee trying to enter the room after check out time. Again, a miscommunication on our part caused all of this. The complimentary late check out we gave you was not properly communicated, I am sorry for the level of concern we gave you with the situation. Please feel free to reach out to me if you have any questions or concerns. We haven't received any complaints about our mattresses but we will most definitely look into the one that was in your room and make sure it's acceptable for our guests. I do hope you will reconsider and give us another opportunity in the future.