Terrible experience but clean room
16/01/2017 Matthew H, Anthem
We stayed in room 117 on Sunday January 15, 2016. The room was clean and the beds were comfortable but that was the end of the good experience. The pool and spa were dirty and the enclosed pool had no... more
We stayed in room 117 on Sunday January 15, 2016. The room was clean and the beds were comfortable but that was the end of the good experience. The pool and spa were dirty and the enclosed pool had no ventilation so all of the condensation was raining back down on you if you tried to sit and relax outside the pool. You have to access the pool by going outside and walking across the parking lot to get to it. The rooms had very thin walls and ceilings. We had what sounded like a herd of elephants above us from 7pm- 12am. When I spoke to the front desk to complain about the noise they told me that they would try to get to the room. The room above us stayed noisy for another 2 hours until around midnight. VERY NOISY. less
sgramsaz, General Manager at BEST WESTERN Pony Soldier Inn & Suites, responded to this review
Thank you for your feedback. While we appreciate the generous compliments of room cleanliness and bed comfort, I’m disappointed to hear we missed the mark on giving you a completely satisfactory experience. I am reviewing your comments regarding the upstairs neighbors with our front desk team, and it is with regret from our end that we were unable to take care of this during your stay. Our normal protocol when something like this occurs is to either find you a room in an alternate, quieter location or silence the source of the noise. I can understand your frustration. I hope you’ll give us another opportunity to win your loyalty based on our excellent reputation and track record. If another itinerary brings you to Flagstaff, please call me directly so I can assign a leadership team member to manage your stay ensuring that expectations are exceeded. Until then, we wish you continued and safe travels!