Nice hotel, but we had a problem.
14/08/2017 Alton L, Issaquah, United States
This is a nice hotel. The parking lot is spread out, and you can park outside your room, and there is also a door into the hallway where you can walk to the lobby. The beds were comfortable and the ... more
This is a nice hotel. The parking lot is spread out, and you can park outside your room, and there is also a door into the hallway where you can walk to the lobby. The beds were comfortable and the room was clean.
We did have a problem. The A/C didn't work. It was putting out some air, but would not keep the room cool. We checked in about 3 PM and the room was warm. We assumed the room would cool down so we went for a drive to see the sights and to have dinner. When we got back we called the desk about the A/C. A very nice young woman came out and tried to fix it. She said to wait a few minutes to see if the fix worked. We waited, and then called back because it was still too warm.
Another nice young woman came out and tried a similar fix, again to no success.
I called again and asked to speak to the manager. I asked to be moved to another room (a hassle for us) and was told that all the rooms were booked. I told her since we had checked in so early, we should be able to get a room with a working A/C, but she declined and offered us a discount on breakfast at their restaurant! ARE YOU KIDDING ME? $10 or $20 discount for a $200 room that doesn't have A/C?
I declined and asked again to be moved. No luck. So then I told her the minimum refund I would accept is HALF the room rate. She declined and said she would see what else she could do. About 45 minutes later a maintenance man arrived (about 9 PM) and replaced the A/C. This was a window mounted unit, and the back was covered with ice. The replacement unit worked and we were able to get a good night sleep, but were definitely up later than normal.
So the room was OK, after the A/C was fixed. But I'm still not happy with the poor treatment we got. We did not get any discount for our unhappy experience. But they did charge us another $12 for breakfast that we didn't have. After calling them (hopefully for the last time) they reversed the charge. less
Marci W, General Manager at Best Western Plus Tree House, responded to this review
Dear Alton L ~
Please accept our sincere apologies for the problems you encountered with the A/C unit. Feel free to contact me directly and I will be happy to make appropriate compensation for you.
Marci Wenstad, GM