Best Western Plus The Charles Hotel

Have to run a gauntlet of smokers to enter or exit. Many of the smokers were employees. I am Diamond Select member of the Best Western Frequent Stayers program (the highest level) and not only was that not even acknowledged on arrival but when I requested a late check out of noon instead of 11am, late check outs being a preq of the program, numerous hotel staff were banging on my door by 11 am saying get out. This is not a prime property. Also the room had dirty glass rings on the bedside table as if they had not cleaned the room properly since the last occupant. It was late and I was tired I just wet a cloth and did my own cleaning. No one except the front desk manager was nice and I only interacted with her because of the snafu over my late check out and she didn’t even apologize just said she couldn’t find any note. They have a lot to learn about customer service. Plus with the pandemic going on the last thing I want to do is walk through a gauntlet of smokers at the door none of them in masks but many had employee ID’s on. less

We stayed here back in 2015 and were very satisfied with our stay. This time around was another story. We were in town for our son’s wedding and required 3 rooms. The first thing I noticed when I got out of the car were numerous empty alcohol bottles in the bushes along with other trash. When I entered the hotel, it appeared as though that entrance was the designated smoking area, as there 6-8 people sitting on the concrete benches smoking within 6ft of the door. When I entered the lobby it struck me that it was exactly the same as it was 5 years ago, right down the same furniture same area rug - in exactly the same position. The area was in no way inviting as area to sit and relax. As I was waiting to check in, I observed that the hotel is now apparently also housing long term construction and work crews along with traveling guests. The “business center” is cramped and impossible to safely distance from someone else using it. Management appears to have no requirement regarding number of persons allowed or the use of masks in the business center. When I checked in the girl behind the counter was very pleasant but never acknowledged my rewards membership or status level. When I inquired about breakfast amenities I was told there was no hot breakfast due to Covid. That’s understandable, but should be mentioned when make a reservation. The clerk told me there would “grab and go” bags on a table in the lobby beginning at 7:00 am. Those bags as it turned out had an Otis Spunkmeyer muffin, a granola bar and fruit cup in them. When we got to our suite it was obvious this was 2 rooms turned in to one, with not the greatest craftsmanship. The carpets were stained and there was real lack of furniture for a large space used as the living room. The television was small (30”) sitting on a dresser. The microwave was small and barely functional, half of the buttons did not work. The refrigerator was decent size for a hotel room, but there was water standing in the bottom under the drawer. The decor was definitely needing an update. Again things were functional, just not up to date. Most places I’ve stayed for last 2-3 years have USB outlets and the ability charge/use multiple devices on the desk without the use of the item’s charging block. The entire suite was in need of a good dusting. All of the lamp bases had visible dust on them. The bedroom was large but also lacking furniture. There was plenty of empty floor space to have placed a work table and chairs along with some sort of lounge type chair. The television was also small and the same size as the living room. We also noticed that the only ice machine and vending in the hotel are on the first floor. Very inconvenient. The revamping of the room into a suite could have used more thought and planning. While having 2 bathrooms was convenient, they were both very small. A single large bath with a tub and separate shower would have been ideal. A double wood/glass between the rooms instead of what was obviously the standard door used for an adjoining room. All in all our stay was acceptable, but nothing more and definitely not worth the nightly rate. The entire area has a fair amount of homeless walking around and or sitting in grassy areas. We will probably will not stay here again unless drastic upgrades are made and some amount of security is put in place. less

The representative that checked me in was friendly, cheerful, and helpful. She upgraded me to a suite that was spacious and quite pleasant. I stayed two nights and enjoyed my stay very much. I would highly recommend this hotel. The pool was open. Breakfast was a snatch and go, not a buffet due to the Corona. Very clean facility, rooms, hallways. Staff was great! less

For 2.5 star hotel, it would have been acceptable, maybe. Room is cramped and shabby and not very clean (stained or dirty toilet, hair on the bathroom wall). And FRONT DESK EMPLOYEE NOT WEARING A MASK! Makes me fear that the room wasn't well-sanitized. less

Top-notch hotel. Nicely decorated, bright cheerful and extremely clean. Several areas to enjoy in lobby area. Seating areas outside. Staff was extremely courteous and wanted to make your stay enjoyable. Highly recommend and will definitely stay there again. less