After reading the varying extremes of the reviews, I was hesitant to make reservations. As usual, we reserved a handicapped accessible room. The first room smelled musty, the carpet and furniture we... more
After reading the varying extremes of the reviews, I was hesitant to make reservations. As usual, we reserved a handicapped accessible room. The first room smelled musty, the carpet and furniture were worn. Overall the room lived up to the negative reviews. Unfortunately or fortunately, the shower in this room did not have a flexible shower head. We requested to be moved to a more handicapped accessible room.
The second room was an improvement over the first one. There was no musty smell. Instead of carpet, there was tile. The furniture and fixtures appeared to have been updated. The beds were comfortable and the air conditioner was quiet.
On the negative side, the room was still in need a good cleaning. The tile floor had a haze on it where it hadn’t been properly rinsed after being mopped. The haze was made the floor very slippery. For ventilation , the bathroom door had a hole cut into the bottom of it with metal grate on either side of the door. It was obvious he grates had never been removed and the area dusted.
The television in our room did not work. When we reported it to the front desk, they offered to switch our rooms, again. We elected to stay in the room, so they deducted our pet fee.
Speaking of pet fees. The web site states up to two dogs per room with and that the pet fee is $20 per night. Turns out is is $20 per dog. So for two dogs the fee is $40 per night.
Breakfast was the usual fare, waffles, biscuits, link sausage, eggs, biscuits, gravy, pastries, juices, milk and coffee. Everything was the appropriate temperature. There was enough variety for a short stay.
Finally, the reason we chose to stay at the Best Western was because we had a $20 Best Western Reward Travel from a previous stay. Per the instructions, we printed the email containing the reward number and the pin, and presented it upon checking into the hotel. Supposedly it was applied to our account. Upon check out, the desk clerk was gone to the bank and a housekeeper checked us out. She said that our receipt would be emailed to us. When we received the receipt, the $20 Best Western Reward had not been credited to the account. I replied to the email stating that the reward had not been credited. I requested that the error be corrected and a new receipt be sent. I waited three days and sent a second email. We are still waiting. less
gmbwshlby, Public Relations Manager at Best Western Shelbyville Lodge, responded to this review
On behalf of our entire team, I would like to apologize for not exceeding your expectations. At Best Western we strive every day to provide a superior customer experience. I am sorry we weren’t able to do that for you. We will use the feedback you gave us to implement improvements to ensure we provide a better experience in the future.
Once again we apologize for the inconveneince caused to you during your stay
Please consider staying with us again so that we can have another chance to provide you with superior services. You can reach me directly at 502 633-4400.
If you can please provide your name, date of stay and room number you stayed in to further investigate into the matter regarding the Best Western gift card.