Left a lot to be desired
06/07/2019 kristil454, Denton, United States
Based on the previous reviews of this hotel, I booked here for a stay on Route 66. The first room I was assigned had a horrible odor to it. The front desk suggested that they put in an air purifier ... more
Based on the previous reviews of this hotel, I booked here for a stay on Route 66. The first room I was assigned had a horrible odor to it. The front desk suggested that they put in an air purifier that would take the odor out in 30-60 minutes. I declined and stated that my son has asthma and allergies and this room was not acceptable. I first told that they were not sure what they could do as they were full tonight. We were then reassigned to another room. It happen to be an ADA accessible room - not a problem - however, the second bathroom that is to be used by a physically challenged person has a toilet that is not one I would use - black junk under the rim. Unfortunately, the floor (both carpet and tile) was filthy. On a positive point, the room had a better smell. less
BW_PonySoldier, General Manager at Best Western Pony Soldier Inn & Suites, responded to this review
Thank you for choosing Best Western Pony Soldier Inn & Suites. We regret to hear that your recent stay was not all you hoped. While it does sound like the team did attempt to remedy your concerns, it wasn’t enough to create a satisfying experience. What I’m doing is brainstorming solutions with the team, to prevent this from happening again. We’re a very popular hotel, and summer is high season here in Flagstaff. Like you noticed, we do care a lot and that is reflected in our reputation. If your travels bring you back through, I hope you’ll give us another opportunity win your loyalty. Just reach out to my office and I’ll assign a team member to customize your reservations. Thanks again and I hope to hear from you!