Last leg of our cross country trip, perfection the entire way, 6 different hotels/resorts small and large. Best Western looked great online. Checked to see if the pool was open due to states with varying Covid rules, Best Western said "all clear", the website also said laundry facilities were available.
First, we got to the front desk and for the first time in our many years as hospitality workers were shocked to find the front desk lady was sitting in a chair.... felt like paying an attendant at a parking garage when you leave. In her defense, she may have had a medical problem but we saw her walking around perfectly throughout our stay. If this organization allows front desk to actually sit, it is extremely unprofessional and tacky, for any brand of hotel.
Second, we were headed to the pool when we met a sad child and his mom coming up in the elevator who told us the pool "was closed" , when we asked our sitting gal at the front desk why the pool was closed and if it was because of Covid or maintenance, she simply replied "it just is" the end. What? again she just said "it just is" .
Third, as we were heading to do some long overdue wash, some poor man was dragging his sopping wet clothing out of a broken down dryer. No laundry, no sign, no warning.
Asked our sitting hostess what the issue was to which she replied "yeah that dryer's not workin" Super efficient and classy!!!
Eventually found a wonderful laundry mat (Roys) that was spotless and huge. After an hour we came back and Viola the pool was magically open! does anyone know what is going on at this property? The hostess was comfy in her chair of course.
What a joke, the place had a parking lot loaded with loaders, tractors, back hoes, all kinds of filthy equipment and the loud, beer chugging workers that came along with them, slamming doors and bellowing up and down the hallway at each other. What a treat.
Zero service, zero hospitality, zero chance to make things better or provide suggestions. There is a lovely Hilton down the street and some nice mom and pop hotels, don't bother with this place, you may get another lazy mouth-breather at the front desk who could care less about you.
WILL NEVER COME BACK TO THIS PROPERTY. less
Mandy Riley, General Manager at Best Western Plus University Inn & Suites, responded to this review
I am unsure where to begin, but would like to address the issues you had while here. While not our normal standard, yes, our front desk associate had dislocated her knee and was aloud to sit while at work. From time to time, when overloaded with paperwork, during the 8 hour shift, our employees will sit to catch up. Our pool was opened on Wednesday, June 16th, but due to a child's accident, we did have to close the pool while we shocked it for everyone's safety. We needed to bring the chemicals back down before reopening. The front desk associate may have not wanted to say that aloud, and I apologize that it was not explained to you differently. I will say that we very proudly serve the blue collar, working class, men and women who drive trains, trucks, and build roads that have kept our country and economy going through the past year. I am happy that you found a place to better suit your needs close by and had a pleasant rest of your trip.