My wife and I were on a 2 week camping trip throughout Oregon. Because of Covid-19, we were intentionally avoiding hotels. Unfortunately, we couldn’t find a campsite on 8/29/2020 so we drove into Fore... more
My wife and I were on a 2 week camping trip throughout Oregon. Because of Covid-19, we were intentionally avoiding hotels. Unfortunately, we couldn’t find a campsite on 8/29/2020 so we drove into Forest Grove to stay at the Best Western. It was 10:30PM on a Saturday night so we were cautiously thrilled to reserve their last room.
Upon arrival, the front desk staff member had their face cover dangling from one ear and there was a hotel guest walking through the lobby without a face covering.
When we checked into the room, I noticed food wrappers on the floor at the front door and crumbs on the carpet throughout the room and around the bed. There were chunks of food and greasy finger prints all over the front of the TV and remote control. The night stand had food debris on the surface and running down the sides. There was also food debris and greasy finger marks smeared all over the headboards.
In the morning, I went into the bathroom to shower but there was no shower curtain or liner.
Best Western states on their website that their cleaning protocols are enhanced during these times of Covid-19. They also provide a letter in the room with the same message. Unfortunately their attempts at making us feel safe missed the mark completely.
I have been a loyal Best Western customer for 10+ years and have never seen a room this unsanitary during all my stays. It was a restless night to say the least and I would not recommend staying at this hotel. I am even questioning whether or not I will be a Best Western customer in the future. less
Tina Rust, General Manager at Best Western University Inn & Suites, responded to this review
It took some time to dig in and investigate where we fell short in preparing your room for your stay. I hope that you will accept my sincere apology from myself and my team. I have learned exactly what happened and I hope that my honesty on this public forum is acceptable and understood. The occupants of your room prior to your stay was a family with two small children. Due to Covid, our housekeeping staff have been cleaning guests who stay-over multiple nights, every 3 days. On the 3rd day of their stay, the family received all new towels, new bedding and had the bathroom cleaned. The room was inspected as being cleaned. The guest returned to their room around dinner time. The guest received notification shortly thereafter that they had to return home a day early; so they checked out that evening. Front desk "checked out their reservation" leaving the room as vacant in our system. The following day the room was entered into our computer as "clean" because it had appeared that way by the housekeeper that morning. I called the family to learn about these details because even I was surprised to see the family had checked out early. I can absolutely assure you this mistake is not a common one. Your feedback has reminded all of us, not just housekeeping of the critical nature to inspect the room 100%. As a token of my sincere apology I would like to compensate you for your stay or provide you with 20,000 Best Western Rewards points. Please contact me if you like at your convenience. Again, we are all very sorry for our tremendous error.