Questionable stains on curtains. Rude and disrespectful staff.
I booked this hotel through Priceline for is low price and close proximity to Universal Orlando. We live in Florida but the park is a bit outside our driving distance so we attempted to make a weekend out of it. For the location alone, it’s great for a short trip. However, there’s a ton of other hotels within walking distance that I’m sure are clean, offer better customer service and more amenities (there’s currently no shuttle or continental breakfast).
We stayed on the third floor, which is not a problem but there was a mold stain on the ceiling. I disregarded that until I sat down on the bed closest to the window and noticed these disgusting stains on the curtain. I lost my appetite for the pizza we grabbed so I went down to address the front desk. The representative said there were multiple rooms available and even asked if I wanted a different floor. She stated she will check the stains out and pass a note on to management who will be in the next day. I didn’t want to move my kids and I even asked if they could take the curtain down. Nope. We moved to another room down the hall.
My biggest issue with this is that I had to take my kids (who were dressed for bed, comfortable, and asleep at this point) out of the room and move them. They had trouble falling back asleep and it carried over to the next day since we had to get up early for Universal. The whole night was a wash.
This morning I walked down to the lobby at 7 to talk to a manager. I was looking to possibly get a discount for another night or a refund for the first since we went through so much trouble and lost valuable time in the park. I spoke with a “night auditor” who advised me management would not be in today as I was previously told. I wouldn’t even be writing a review if it weren’t for this disrespectful staff member. I told him what happened and explained the situation. He said he would only give me a refund if I stayed somewhere else. I said that was ridiculous because would be paying for another room either way. I told him we had to move all our stuff to another room after it was already late and none of this would’ve happened had the room be cleaned properly, especially during Covid. He said there’s nothing to offer us and they already took care of the issue. He then asked if I told the previous employee at the front desk that it was ridiculous. I didn’t understand the reason for that question to which he says “You’ve said the word ridiculous ten times in this conversation.” I only said it twice but moving on. I told him people would be disgusted at these photos on TripAdvisor. He looked at me and had the audacity to say “You slander hotels, sir?” Excuse me??? He rephrased with “You threaten hotels to get free rooms?” I responded by telling him people don’t want to stay in a stain filled room and I was a fool for even considering wasting another cent, discount or not. He said plenty of people stay at the hotel, and that it was booked full the previous night. Then how did I get into another room?!? Impossible, because I was even offered to move to another floor!!! This man was ranting at me from the front desk even after I walked away. I called later to speak with someone else, and was told the stain is not anything to worry about but they are unsure of what it is. I’ll never give Best Western another dime.
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