3 Stars only because customer service was very good.
After a long day of hiking the Grand Canyon and driving, we headed to Flagstaff. We were going to Sedona the following day. I had researched this Best Western and wanted to use their indoor pool, val... more
After a long day of hiking the Grand Canyon and driving, we headed to Flagstaff. We were going to Sedona the following day. I had researched this Best Western and wanted to use their indoor pool, value in US $ was very reasonable, the hotel was highly rated and breakfast was included. We asked for a room at the back so any trains wouldn't keep me up, and as always asked for a firm bed. The train tracks are directly across the street on 66. When we opened the door to our room (2 Queen beds) I nearly gagged. The awful smell was overwhelming. Smokers or a carpet freshener to hide odors??? We couldn't tell but for the first time ever, we returned to the front desk and let them know we couldn't stay in that room. They apologized and took the room off the available list until they could freshen it up. The front desk girl offered to show us a king suite. It was only slightly better smelling and a lie down on the bed proved it too soft for my problematic back, so we got our money refunded. We were advised all the beds on the floor were new! However, she was most helpful in suggesting more expensive hotels and motels up the road. A drive by revealed none that we would consider entering even though we were exhausted. We got on the highway and immediately found a group of 3 that were far better and nowhere near as close to the tracks, and chose a Holiday Inn which more than met our needs for only an extra $10 US. less
BW_PonySoldier, General Manager at Best Western Pony Soldier Inn & Suites, responded to this review
Thank you for being a valued patron of Best Western and mentioning our excellent reputation!
Despite some challenges, we appreciate your glowing review of our team. We don’t get many complaints but when we do, we’re always quickly looking for a solution. In your case, it looks like we weren’t able to fulfill all your Best Western expectations.
We hope the rest of your travels were wonderful!