We arrived in a neighborhood that was questionable, but inside, the lobby was clean and seemed cute. There was a woman and her son at the front desk as we were checking in and they were trying to get out of her reservation. I heard her tell the manager he should speak with his housekeeping. First red flag. When we got to our room on a dirty and dingy floor, it reeked so bad of a chemical smell, we turned around and walked right back out. Michael, the assistant general manager, told us they were refinishing some of the tubs, and gladly switched our room. Side note: you need a mask and ventilation to apply that stuff, so if you try to sleep in it, huffing away, goodbye brain cells.
Ok, so we get to room number two. It was on a cleaner floor, but right next to the outside exit and there were old stains on everything..carpet, headboard, pillows, you name it. It was nice that they provided a single antibacterial wipe attached to a pen, to take care of such things. So, my traveling partner and I discussed, and decided this didn’t feel right, looked nothing like the nice pictures online, and we need to get out. Well, poor Michael must have been dealing with this a lot because he had since left and wouldn’t answer his phone. I don’t blame him. We were stuck there for the night. After listening to people in the halls much of the night, and someone slamming the outside door multiple times in a row, there was no sleep to be had. However, after contacting the third party I made the reservation with, talking with Stacia and Michael at the desk, they were all incredibly accommodating and very understanding that this wasn’t how we wanted our stay to be. While I was waiting for my cancellation confirmation at the desk, there were two more couples I spoke with waiting to get out of their retas well. This is not a staff issue, they were great, the hotel is a disaster. Fine, if you’re 20something needing to pass out drunk for the night, but not for people looking for comfort and quiet. Also, in my haste to get out, I left a brand new pair of shoes in our room and didn’t realize it until the next day. They had them, nicely bagged up waiting for me at the desk when I went back. Thank you so much for that!! less
Michael H, General Manager at Best Western Plus Tempe By The Mall, responded to this review
On behalf of the hotel, I would like to apologize for not being able to exceed your expectations for this stay. I would further like to apologize for the unfortunate turn of events which led to you not being able to get ahold of me at the desk when you were looking to leave. I would have gladly assisted you as soon as I returned to the front desk. If you could please contact us and leave us your name, I would appreciate it, so that we can better track the matters that need to be addressed. I'm happy that you were pleased with the customer service you received at the front desk, and hope that some time in the future you will consider staying with us again so that we can show you just how much we're striving to improve every day.