Partially Updated, but still not as clean as should be
06/06/2018 Ben K, Toledo
Our first room was 234, and it was an old room and hadn't been remodelled yet. The room had a VERY strong smell of cigarette smoke. We came to the desk and let Margaret know, and she didn't apologize ... more
Our first room was 234, and it was an old room and hadn't been remodelled yet. The room had a VERY strong smell of cigarette smoke. We came to the desk and let Margaret know, and she didn't apologize or show any sort of care. She simply said, ok, we're fully booked, so I'll see if I can switch you into another room. We were then given room 134, which was updated. The room didn't smell like cigarettes, but it did smell musty and seemed very humid. The bathroom was clean in the center of the room, but further exploration found hair and dirt around the edges of the tile floor.
The breakfast was very good, had lots of hot options like biscuits and gravy, scrambled eggs, and sausages and varied from day to day. The wifi was fast. The pool was a nice size and the hot tub was also a welcome touch.
Thankfully, when I checked out Cindy the manager asked me about my stay. When I expressed my disappointment with the customer service and the smells in the room, she was very kind and apologetic. She also gave us a significant discount on our stay due to the poor experience. I really appreciate her customer service and pro-activity. less
BWManagerCynthia, General Manager at Best Western Suites, responded to this review
Thank you for responding to Trip Advisor, it lets me and everyone else know how we are doing. I am glad I was able to help you while you were here. I want to apologize for the way you were treated by the staff member and thank you for bringing this to my attention. We are upgrading the rooms with new flooring which has helped greatly with odors in the room. They are very new and we are still searching for the perfect cleaning tool to make sure nothing is left behind. I hope this doesn't keep you from staying again.