Not what I expect from Best Western
We checked into our room and found that the toilet wouldn't flush, we reported it to the front desk and then left for dinner. When we returned we were told that it was fixed, however, the toilet never... more
We checked into our room and found that the toilet wouldn't flush, we reported it to the front desk and then left for dinner. When we returned we were told that it was fixed, however, the toilet never flushed properly the whole time we were there. In addition, the a/c unit was turned all the way down in temp and fan on high and the room never was comfortable and it was in the 60's outside so outside heat wasn't a factor. The a/c unit also smelled really musty unless the compressor kicked on which wasn't often.
As for the room, the best part was the comfortable bed, however, the noisy neighbors above us stomped and walked around until around 2 a.m. keeping us from getting much rest. We reported this upon check-out and did receive an apology but nothing more than that.
We didn't stay for breakfast as we were hoping for waffles and there were none, only biscuits, gravy, eggs, sausage, and an assortment of cereals and pastries with juice/milk. less
Joshua Troxtle, General Manager at Best Western Inn and Suites of Somerset, responded to this review
Dear Codette E,
We appreciate you taking the time to share your insights with us after your recent stay.
I want to extend my sincerest apologies as it appears we missed the mark and did not meet your expectations nor our own. Since your insights, we have addressed the issue with the a/c unit to ensure it is working properly and also have serviced every a/c unit in our hotel as it pertains to removing/cleaning/re-installing. Additionally, our maintenance team resolved the matter with the toilet to ensure it now flushes properly. Although your enjoyed our comfortable beds, I am so very sorry you did not enjoy great sleep due to neighbors, which is something we would have been happy to swiftly remedy that situation.
I would like to personally thank you for your business as well as your feedback - because of your communication we may grow and improve to exceed expectations always.
Furthermore, I am depositing Best Western Rewards points to your account due to the aforementioned occurrences - although this does not fix what happened, I hope it acts as a show of good faith in that we are here to do whatever we must to make this right.
Please do not hesitate to reach out to me personally if there is anything further we may do or discuss as it is my pleasure to be at your service and here for you.
Warm regards and Blessings sent,