Great employees; poor facility
19/09/2019 Gina N, Henry, Illinois
I attended a conference at this location this past week and spent 3 nights. Upon walking in the doors I immediately was hit with a blast of hot air. The lobby was not air conditioned and it was 96 o... more
I attended a conference at this location this past week and spent 3 nights. Upon walking in the doors I immediately was hit with a blast of hot air. The lobby was not air conditioned and it was 96 outside!!! Our vendors were located in the lobby as well as our registration desk and meals.
I checked in and went to my room and it too was hot. I adjusted the A/C and left for a meeting. 2 hours later, I went back to my room to find it was still HOT! like 78 degrees hot. I called the desk and someone came up. I was assigned a new room and moved my items there.
I left to attend another meeting and came back and was unable to get in my room. The front desk gave me new keys and they worked. I left again and upon returning to my room around 10pm, I was unable to get in. I again went to the front desk and got a new set. They didn't work. Got another set. They didn't work. The Clerk came down with the master key and it didn't work. She told me it was because the deadbolt was locked....but yet I was the only one in my room and I had left the room so it was nearly impossible for the deadbolt to be locked. She told me she could call the maintenance man in or she could move me to another room which would have caused me to sleep in the clothes I had on, not brush my teeth etc...because all my stuff would still be locked in my room. I opted for the maintenance man. At 11:15pm the maintenance man arrived to put new batteries in the door lock. I was then able to get in my room. Neither issue was big but when you experience 2 issues in 2 different rooms you have to wonder just how many issues this hotel has.
Well I found out. Another attendee found a bloody tampon under her sink and another under the wire shelf. Another had a broken toilet seat, and another had A/C issues, some had pest issues. These are only issues that I know about.
I would suggest not eating the breakfast buffet or if you do select safe items such as yogurt, cereal or pancakes. The flies were HORRIBLE! They were touching everything and even found them under the lids of the hot food.
The front desk was flooded with calls of people complaining about the rooms and I have to say they held it together all while sweating to death because of the lack of A/C. less
456jacindag, Front Office Manager at Best Western Premier Alton-St.Louis Area Hotel, responded to this review
Thank you for providing detailed feedback about your recent stay. I want to apologize for the issues you encountered during your stay. We strive to provide our guests with superior service and a comfortable stay. Sometimes unforeseen events occur during a stay. How we deal with those events is integral to guest satisfaction. When reviewing the issues you had, we did our best in some areas, and in other areas we failed. I will share your comments with all department heads in all areas of the hotel in order to help make necessary corrections.
I really appreciate your feedback. While I wish your experience was better, I'm thankful you took the time to share your experience with us so we can learn and improve.
Front Office Manager