Stay at the Holiday Inn Express instead
11/08/2019 Cinnamontoastgirl, Phoenix, Arizona
I have stayed at this hotel several times over the years, as I have family in Sterling. This time I was rather disappointed in my experience overall. First, the room I was given was not what I was e... more
I have stayed at this hotel several times over the years, as I have family in Sterling. This time I was rather disappointed in my experience overall. First, the room I was given was not what I was expecting-we were staying three weekday nights and were given an upstairs room without a patio, and I thought I booked a room with a sofa, which they do have, but they refused to move us to a room more to my liking, for the reason that the hotel was fully booked. These were weekdays (M-TH) in a small town, and the hotel parking lot wasn't anywhere near full any night; the hotel really didn't seem booked in any way. Even at breakfast few people were there; the claim that the hotel was booked seems very suspect. We had to carry up all of our luggage up the stairs to a second floor room when I saw lots of open drapes and dark rooms in first-floor rooms when we arrived back late evening-why couldn't we have a first floor room? We arrived right around check in time on a Monday, it's not that we arrived late. After the first night we left the room at 11am-and our room was never made up that day. We arrived back at the hotel late evening and asked for fresh towels and told the front desk ladies that the room was never made up-so the front desk lady says "well did you have your do not disturb up?" I tell her of course not-I took it down when we left at 11am. She said "well if you had it up before that, then they probably marked your room as do not disturb, and didn't make it up." No apology for the room not being made up-she pretty much blamed me for it. So, apparently you can't have the do not disturb on AT ALL if you want your room cleaned? Shouldn't the maid check again? It's not like 11am is very late to leave the room for the day, and we were gone until at least 9pm. Then, we went to the outdoor pool one night. The pool lights weren't on, and we asked the front desk to turn them on. They told us that they were "broken" and they were "working on it." Well, an hour or so later the maintenance guy comes and opens a shed and turns on the lights. They weren't broken???? So weird. Plus, what looks like a hot tub next to the outdoor pool in pictures is just a 1-foot deep kiddie pool, not a hot tub. Honestly lots of family warned me that this hotel had gone downhill, but I didn't listen because I remembered staying in it over the years, and remember it being nice. Next time, I'm staying at the Holiday Inn Express which is literally right across the street-it is newer and has an actual hot tub, and hopefully better service. less
Amanda D, Director of Marketing at Best Western Sundowner, responded to this review
Hello CinnamonToastGirl - please accept our most sincere apologies for your most recent stay. This is not something we are proud of, nor something that is common at our hotel. We were mortified to read your review, but are thankful that you brought it to our attention. We will be working with our staff and using your review as an example. We'd love to make this right with you. Since you've stayed with us before, you know that we are better than this. Please reach out to me directly at a.dalrymple@twc-management.com so I can get to the bottom of this, and hopefully gain your patronage once more. I look forward to hearing from you soon!