I wish there were half stars. This is a 2.5 star hotel. I have no idea how this property keeps getting such good reviews. I based my reservation based on these glowing reviews, and we wish we had stayed somewhere else. In hindsight, since we had a rental car and therefore did not need to stay so close to the airport, we should have chosen a different area of Burlington.
Upon walking into our room, we were immediately confronted by a wall of odor. What we should have done was immediately go to the front desk and request a different room, but we are, at heart, nonconfrontational, so we thought we could bear it. We lit a candle, put fabric softener sheets in the vents, and sprayed perfume on every surface, but there was no getting past the smell, and it's hard to describe, but it wasn't good. And everything in the room seemed damp.
We had spent the week hiking, so we were grateful for the washer and dryer, and they did have beverages available in the breakfast room, and we enjoyed that as well. We paid $150 for our room, and I heard the front desk tell someone their standard rate was $210. It's not worth $150; if I had paid $210, I would have been beside myself. It looked like the room had been renovated, but it brings to mind the old saying about putting lipstick on a pig. The bathroom door was still old and cheap and anywhere there was trimwork, it looked old/poorly done. The closet in our room had a gap above it that someone tried (poorly) to fill in with trim. There was a non slip mat in the bottom of the tub that looked as if it had been installed during the Reagan administration.
Breakfast wasn't great; about what you'd expect after seeing the rooms. But the most annoying part of our stay was our checkout. She asked how our stay was and I said, "That room stinks." Her immediate response was to ask if we had let anyone know, and she's right, that's on us. I said, "No. I thought we could stick it out." Here's where it all goes wrong. Instead of her saying that she was sorry for the experience, she says, "Well, you booked a pet friendly room, and I'm sure that room has had dogs in it in the last couple days". First of all, I had no idea that I had booked a pet friendly room. When we got home, I looked at my confirmation, and it says nothing about it. However, I noticed when you go online to book, in the description of the room itself, after everything else, it either says "No pets." or " Pet friendly". And that is the ONLY difference. The prices are the same.
I said, "It did not smell like wet dogs. It smelled like something unclean and musty." She then said, " Oh, well, the dehumidifiers have been running non-stop and sometimes their filters get clogged and saturated." I said, "That's probably what it was." She then said she was sorry. We weren't trying to get a discount; we were just trying to let them know to save the next person from the stench of the room. We were both madder when we left than we were during our stay. Niceness goes a long way with us. less
Casey J, Manager at Best Western Plus Windjammer Inn & Conference Center, responded to this review
On behalf of our entire team, I would like to apologize for not exceeding your expectations. We take great pride in our property and our staff and although it’s never easy to receive feedback from an unhappy guest, it is feedback that we value very much. Please know that we are taking all of the items you mentioned into consideration and we are working on a plan to improve our hotel. Most importantly, I am very sorry for the lack of empathy that was shown during your check out. From this interaction it is evident that we have some continuing education and customer service training that needs to be implemented with some of our staff. Again, I apologize for the inconvenience and hope to provide a better experience in the future.
Assistant General Manager