22/06/2018 Shannon L,
To make a long story short, booked a king size room with jet tub. Came to town for a concert, checked in, got ready and headed to the concert. My husband and I didn’t get back til late at night so wen... more
To make a long story short, booked a king size room with jet tub. Came to town for a concert, checked in, got ready and headed to the concert. My husband and I didn’t get back til late at night so went to sleep and the next morning we’re going to take a nice hot bath in the jacuzzi tub. Well when I went to take a bath I looked in the tub and it was literally disgusting! Pictured posted below.
I spoke with Alisha, the next morning checking out. She told me that the tub was stained and the paint was chipping off and I should’ve asked earlier in the day. Well as I had explained above we were in such a rush to get ready and go to the concert, I didn’t even look in it until I was ready to use it. I explained I was disappointed that I paid for a room specifically for the jet tub and didn’t get to enjoy it because of the condition it was in. She then proceeded to tell me that I should’ve taken a TISSUE and wiped it down and I would’ve noticed that it was not dirt, a stain. Regardless of what it was, I shouldn’t have to take a tissue to ensure it’s clean.
It’s now two days later and every time I call, Alisha answers. She keeps telling me the supervisor, Connie isn’t in and won’t be in until the next day and the Manager, Pooja, won’t be in for another 3-4 days because they’re on vacation. What’s even more frustrating is that she lied to me because the first time I called she said she didn’t know when Pooja would be in again and then I called later that evening and she told me they were on vacation.
I still have not spoken to anyone to resolve this issue and am very upset with the customer service I’ve received. less
BestWesternPlusAkron, Manager at Best Western Plus West Akron Inn & Suites, responded to this review
Thank you for taking the time to share your comments about your recent stay with us. We pride ourselves on maintenance and cleanliness so that all of our guests have a pleasant stay.
I have not received any messages if you left any with any of our front desk agents or I would have called you back immediately. I did speak with Alisha and she mentioned she received a few calls after your initial call that were hang ups, with no messages left for a manger to call back, I apologize for this. Please know that we are working on re-finishing the jetted tubs as the previous finish is chipping therefore revealing the beige tub color underneath the white finis, the same goes for the chrome showing under the white finish on the jets. I do not have scheduled times of being in the office so the front desk agents really don't know when I am in, and my trip was unplanned and front desk agents aren't informed of my personal schedule.
I’m sorry that you were not completely satisfied with your stay. Please know that your comments do not go unnoticed, and we will discuss that at our weekly team meeting to see how we can take action on your suggestion.
Thank you and safe travels,