Unfortunately there was not a zero star option or I would have picked it.
The stay and service was horrible from check in to check out, including a sub par dinner (service and food), at the steak house.
We booked the 2 story room, #4200, so we could have privacy with our 9 year old staying with us. At check in we asked about a luggage cart and were told they would be at the entrance to each section from the parking lot. This would have been pointless if were true, as no luggage carts were present anywhere; but it was doubly pointless as there is no elevator to the second floor and our entrance was on the second floor....or was it? Actualy it turns out that there is a private room entrance at the parking lot level with a side walk to/from the parking lot, which would have been good to know as we had to haul our luggage up the stairs to the the second floor entry. After entering the room we then had to drag it back down the narrow spiral staircase to the bath/bedroom level. Only then did we discover the exterior entry at that level. So on an up note leaving, was much easier as we just left via the bedroom level door. Again knowing that was an option at check in would have been appreciated. The truly odd fact is that the manager on duty at check out claimed he didn't know that there was a door that had parking lot access, when I attempted to go over the facts of my challenges during our stay. This seems odd and lacking at a management level regarding knowledge of even the basic amenities and layout of the property.
After the check in and luggage debacle we found the bedding on the upstairs sleeper sofa to be dirty, slept in, with visible black long curly hair all over it. We called down to the desk for new bedding and they were neither gracious nor apologetic and about having housekeeping switch them out and seemed pained to do so.
The next challenge to the room set up is that there is no privacy from the second floor to the first and there is also no way to close blinds (no access to the windows and no blinds on them) on the second floor windows to stop light streaming in from the outside in the morning.
Then there is the shower set up, it has no doors and is completely open to the room and visable from the open staircase where our 9 year old was staying above. We also found it to be dirty, with hair in the soaker tub, similar to what was on the sofa bed sheets. So much for the claim on all the entry doors touting a superior clean/sanitized room with enhanced covid cleaning protocols in place. That is either complete bunk, or there is no management oversight to protocols put in place.
Beyond expecting to have a clean and sanitary room with a modicum of privacy from our child; we also booked the room to be able to breakfast together as a family. Therefore we brought specific breakfast items that were microwavable and had the items prepped to put in the microwave only to find it to be broken/completely non functioning.
After the horrible meal at the steakhouse the prior evening, capped off with what can only be described as lack luster service at best; we opted for leaving early and a fast food breakfast over betting on the breakfast buffet being a higher quality than the dinner.
When I stopped by the office to check out, I spoke to the manager on duty who couldn't seem to comprehend why I was less than satisfied. His only question is why I just didn't refrigerate my prepped breakfast food and save it for later rather than tossing it. Seriously that was his only comment, not an apology, not anything else. I left my number on the back of the GM's card that was available on the counter and ask that he pass it on for a follow up call, but I have not heard from anyone after nearly 5 hours and have little faith that it did not end up in the trash.
My advice is pick any of the multitude of other flag hotels at either exit, if you have any expectations of service, cleanliness, or appreciation for your business. less
Nicole Brown, General Manager at Best Western Tower West Lodge, responded to this review
I apologize your stay with us was not not up to the standards we expect. The housekeeping issues have been address with the supervisor. I will be visiting with each desk staff member on how to better explain to enter the 2 suites such as you stayed in. You do have to enter the room from the 2nd floor to go down to main level to remove the chain & deadbolt on the ground level. Unfortunately, the microwave we were not informed wasn't working until your check out time, it was working the day before. Again I do apologize and all your concerns are being addressed.