We stayed here for two nights over Memorial Day weekend, and if it weren't for Lex - I think I might have come unglued. First, she made sure we had a room available an hour before check in because we were traveling with 2 kids under 5. That in itself was a God-send. At first glance, the room was nice - but once we turned on the lights, got the air working and started unpacking it was just issue after issue at this place. First, mold and mildew stained tile, a wobbly faucet and hardly any hot water. Fun. Behind the toilet was a PILE of dirt and plaster that had not been swept up, old caked on soap residue on the counter where the mismatched hygiene products were kept, and dust all along the bottom shelf of the vanity where the towels were. Sigh. Then we realized that although we had booked a room for 4 total people, we had 2 towels. I called downstairs and got a gentleman who insisted I bring down the old towels before he could replace them. Once I explained that we just checked in and didn't receive enough towels, he admitted that they were totally out of towels and he was trying to get more washed. I was promised that they would be outside my door by morning. That was disappointing as we all hoped to rinse off after a long car ride. Next morning - no towels. Had to go back down stairs and get them. No coffee in room, hotel totally out of cups, no microwave in our room, ran out of toilet paper, vending machine on our floor was broken, out of ice. Keep in mind that every.single.time I had to drag two kids up and down the elevator - which is incredibly slow - to go back to the lobby for things that should have been taken care of! Not to mention how disgustingly HOT every common space is. That's right - they do not maintain a consistent temperature for the HOTEL, only the rooms have temperature control - which is crappy by the way. We kept it on 60, the lowest it would go the entire time we were there, and not one time did it shut off or ever reach more than a reasonably cool temperature.
Also there is no breakfast, but they say they'll have grab and go - granola bars and fruit - yeah, no. Not one day we were there was any sort of breakfast an option. The location is good, and the parking was free and fairly easy to access during our stay, so that was a plus. When booking I noticed that they showed a nice outdoor patio area with a fire pit, plenty of seating and lighting. Thought that would be great for the kids to get some space to burn off energy while I relaxed in the fresh air. My husband is also a smoker so he could have more than just a quick puff or two in the parking lot like most places. Not so. The fire pit doesn't work, the lights were never on and the seating? Oh, it's there, but it's used the entire time by random homeless people. One of the folks was clearly mentally ill and would make loud and sudden noises and movements which scared the crap out of my kids. If you park in the back, which is likely as the front parking is very small, you have to walk through the crowd of them and I was hit on, asked for money, asked if they could help me carry things, etc. It was extremely uncomfortable. I mentioned it to the gentleman at the front desk and he just kind of said, yeah, I know and shook his head. Guess they're used to it? Speaking of being hit on, my husband was also propositioned by a group of three women when he was returning late Saturday evening. One offered anything he wanted as she was "a whole sl*t". Can't make this stuff up people. Wowwww is all I have to say. He couldn't get away fast enough, but had to stand and wait for the painstakingly slow elevator while they were trying to touch his muscles and offer services. Not sure if they were "professionals" or just desperate, but either way, the harassment should never have been allowed as the elevator is two feet from the front desk.
Based on other reviews, it is obvious that there is ZERO management, and the owners lack of care is even more evident. It's quite disgusting actually considering the lengths they've gone to put up what I would definitely call misleading pictures and what they charge for this place. I actually emailed the GM while onsite, hoping to have my issues heard and addressed rather than leaving a poor review, stating the same in the email, and to this day have never heard back.
To make matters worse, and the absolute last straw - today I was checking my statement online, and noticed that I was charged over $100 more than what I reserved my room for, so I called. Lex answered, looked into it and immediately took care of my refund.
Lex worked her butt off the entire time we were there. It seemed no matter what time I came or went - there she was again with a huge smile and always willing to help -and apologize. She was the only bright light in this establishment. For all her efforts, she deserves all of my gratitude.
The owners should be ashamed and Best Western really needs to monitor the conditions of the properties they allow to franchise under their name. I will definitely never stay here again, and I will think at least twice about ever booking another Best Western anywhere. Lex - thank you for going above and beyond and making every effort to make our stay comfortable. During this pandemic - let's not forget about these frontline workers too!! less