06/03/2018 brianner2018, Wilmette
I was given a room that was "perfectly" made up with a well made bed, folded towels, new toiletries, etc. But the sheets were dirty! Not only that, but the same spill on the sheets was also on the nig... more
I was given a room that was "perfectly" made up with a well made bed, folded towels, new toiletries, etc. But the sheets were dirty! Not only that, but the same spill on the sheets was also on the nightstand next to it. After asking for new sheets, not one, but TWO staff members confided that "half-clean" rooms have been a consistent problem and that management has refused to address the problem. The staff members confided the issue to me separately... so it's not like they heard one another. It came from two mouths, separately, that had not connected with one another before telling me. That's confirmation.. confirmation in what they both said, and confirmed a third time by my dirty sheets. I only knew my sheets were dirty because I was fortunate enough that the last person actually spilled something on them. How dirty will yours be with stuff you don't even know about? What about your pillow case that you put your head on at night? There are so many other hotels around here, just be on the safe side and stay at another hotel. Also, they put your clean towels on the bed... Why are towels meant for your clean naked body being placed on a yucky bedspread? Also, when they brought me clean bedding, they did not bring me a replacement comforter.. just sheets. They definitely don't wash the top comforter after each stay. Why are they putting your clean towels on it? Poor management decisions. Save the risk and book somewhere else 2 minutes away. less
FrontDesk_GM, General Manager at Best Western Syracuse Airport Inn, responded to this review
Guest feedback is always appreciated as it is through beneficial comments that we are able to better understand how we can continue to improve on the aspects that matter most to our guests.
We sincerely apologize for the condition you found in your room. The experience you are reporting is highly unusual as we have a detail-oriented housekeeping team. We assure you that each room's sheets are changed daily. Our daily cleaning process involves the Executive Housekeeper stripping the bed and transferring those to the laundry room. Our housekeepers are then provided with clean, fresh linen daily. After the cleaning service is complete, we have our Executive Housekeeper inspect each room for compliance.
Additionally, we are sorry to hear you did not enjoy our decorative dog towels on the bed runner. Bathroom towels for showering are available in the bathroom.
Hopefully, I have detailed our cleaning process for ensuring each guest has a clean and comfortable room. Thank you for bringing your concerns to my attention.