We booked a one night stay for a local family funeral at this hotel because of the great reviews here on TripAdvisor and because of their pet-friendly policy. Prior to booking, I called the hotel to confirm the pet policy and to inquire about a late checkout since the reason for our visit was a family funeral at 10am and we would need to leave our small dog in her crate until the funeral was over (likely after the 11am checkout time). The person on the phone was helpful, knowledgeable, and accommodating and assured us that would be fine and that we could check out at 12pm.
Upon arrival, I quickly realized that booking this hotel was a mistake. The front desk clerk was aloof and seemed like she would prefer to be anywhere but there. When I reiterated to her that we would need a late checkout due to the funeral, her response was, "don't let my manager know". I asked what she meant by that and she shared that her manager would not like that we were leaving our dog while we went to the funeral. I found this very odd for a few reasons: 1. We were paying extra to have our dog with us. 2. When I spoke to someone on the phone earlier in the week, they had no problem with this plan. 3. Our dog would be in a crate while we were away for an hour or so, with no chance to cause any damage to the room. 4. She was aware we were going to a FUNERAL and seemed to lack any sense of empathy or sympathy.
When we arrived in our room, it was dingy, dirty, and worn out. The lamp on the wall didn't work, another lamp shade had stains on it, and there was dirt and dust in every corner.
After attending the funeral and returning 30 minutes before our agreed-upon late checkout, we went to the lobby because our key wasn't working to let us into our room. When I spoke to the same front desk attendant, she reset the key, but made sure to point to the cleaning person on the sofa and state, "she's been waiting for you". Huh? Why point that out to me? Isn't it your responsibility to communicate to your cleaning crew that you granted someone a late checkout?
Overall, I found this hotel to be seriously lacking in general customer service and hospitality. This will definitely not be our choice if we ever return to the area again. less
Carol R, General Manager at Best Western Plus The Inn & Suites At The Falls, responded to this review
I would like to apologize to you on behalf of the entire staff. This is not our norm or how we treat people. We will be looking into everything you mentioned. There is no need for that type of attitude even if someone is having a bad day.