Would not stay here again!
The lady at counter for check in was nice. I got the keys and went to check out my room, the smell was awful, very musty like mold. I went back to see about another room and she was very apologetic an... more
The lady at counter for check in was nice. I got the keys and went to check out my room, the smell was awful, very musty like mold. I went back to see about another room and she was very apologetic and gave me a new room 502. The smell was better, but carpet had big stains, found an empty candy wrapper in the window sill, something red on bathroom floor and room was not as clean as it should be during these times. I showed pics to the desk clerk when checking out how my 2nd room was. She said to send them to the email address, but my pics would not go through. If it had not been late, and so tired from being on the road I would have found another hotel. The grab and go breakfast is a joke. The only good thing I can say is the pool area looked clean and location was good right off hiway. Staff were nice, they gave me xtra points as I am a member, but no other offer of discount for a dirty room. They can do better, place needs an overhaul! less
James Anderson, General Manager at Best Western Plus The Charles Hotel, responded to this review
Thank you for completing the survey regarding your recent stay at our property.
On behalf of our entire team, I would like to apologize for not exceeding your expectations. Our hotel values your feedback and aims to provide our guests with a safe and comfortable stay. While COVID-19 has caused us to make amendments to our hotel’s services and offerings for your safety and well-being, our hotel continues to look for ways to improve our guests’ stay. We appreciate you providing insight on what we can do to better meet your needs going forward. Please know that the health and safety of our guests remain paramount, and as such, we were among the first in the industry to roll out standards and best practices to enhance our cleaning protocols at the start of COVID-19. Our hotel prides itself on embracing BWH Hotel Group’s We Care Clean™ initiative, and our trained staff are committed to ensuring the highest cleanliness standards recommended by the Centers for Disease Control.
Thank you again for your feedback. I hope that you will consider staying with us again so that we can have another chance to provide you with a superior experience.
If I can provide any assistance, please don't hesitate to contact me directly at 636-946-6936.
Best Western Plus The Charles Hotel