Wet bed and stained comforter
After all the great reviews I was hoping to have one to leave myself. We got the Executive King Suite for the fact that we could put our son down for a nap in a separate bedroom. My parents checked in... more
After all the great reviews I was hoping to have one to leave myself. We got the Executive King Suite for the fact that we could put our son down for a nap in a separate bedroom. My parents checked in for us and put him down to bed and we arrived at 11 at night exhausted and ready for sleep. However the sheets were wet, upon examination the mattress was wet. We called the front desk, told them we would sleep on the pull out for tonight because we didn't want to wake our son and move all of our stuff. She gets us sheets, comforter, and some pillows and leaves. We make the pull out bed and see that the still warm comforter had a blood stain on it. Again exhausted, we threw it to the side and just used the sheets and went to sleep. They did get us a new room the next day and that room was great. No issues with it and the staff was very apologetic explaining that they had steam cleaned and that was why the previous bed was wet. Sure, ok I'll buy it. They have a sign at the front desk saying we will make it right. So when I checked out on Sunday I was shocked to see they charged for full price for the whole weekend. I asked the manager who was checking me out if they weren't going to at least give us a discount or anything for the wet bed and stained comforter? She apologized, and proceeded to refund me $20. For paying for their King Suite room and having to sleep on a pull out sofa and offered a blood stained comforter I do not think this was making it right. The staff was friendly, the room we did get eventually was nice, the breakfast was ok, and the indoor pool was nice. But I will not be staying here again when we are in town next and I will not be recommending Best Western anywhere to anyone. less
BWSouthPlainsInn, Hotel Manager at Best Western South Plains Inn & Suites, responded to this review
Thanks for sharing your experience. I am glad you find our staff very friendly, room very nice, breakfast was good and the indoor pool was nice. Your experience is our top priority and we understood that you stay was not as per your expectation. Failing a guest is something we find difficult to accept and are sorry for our Customer service, Sheets. We're improving daily and are certain that your next experience will be great. We're dedicated to always rating as the best hotel in Levelland. We want to get better every day, so thanks for offering comments and advice that will help us.