14/08/2018 JournieJunkie, Burlington, Canada
I had a reservation at a Best Western Truman Inn from August 12-15, 2018 which I booked a couple weeks ago. After driving for 11 hours, I arrived at the hotel at 7:45pm. After checking in and getting ... more
I had a reservation at a Best Western Truman Inn from August 12-15, 2018 which I booked a couple weeks ago. After driving for 11 hours, I arrived at the hotel at 7:45pm. After checking in and getting into my room, the first thing I did was use the washroom in my room. The toilet was completely broken, didn’t flush whatsoever. I immediately called the front-desk who said they couldn’t get the toilet fixed that evening and they would promptly clean another room for us. Almost an hour later around 8:35-8:40pm, the other room was still not ready and the front desk apologized and said they didn’t know when another room would become clean. I asked for a refund which I was given and then I moved across the street to the Quality Inn which is an extra $80 total for the 3 nights. I am still waiting to find out if Best Western will reimburse me for the inconvenience.
Every guest should expect a functioning toilet in their room. I understand things happen but at 8:30pm it is unacceptable for the front desk to tell me they couldn’t fix the toilet nor did they know when another room could be cleaned. Another guest I met here at Quality Inn said she was told her room wouldn’t be ready until 10pm. Check-in is at 3pm!
I encourage everybody reading this not to make a reservation or stay at Best Western Truman Inn! less
Chris F, General Manager at Best Western Truman Inn, responded to this review
As General Manager of the Best Western Truman Inn I thank you for your honest review of your recent stay. I want to let you and everyone else that may read this review that what you experienced is not the norm, or is it Best Western practices. I have taken actions in regards to the staffing and other areas of the property to make sure that this experience does not happen again. We strive for excellence and it starts with us. I thank you again for your survey.