Came to Florida for a college graduation and family visit in Gainesville. Booked a room in Waldo for the price and it wasn’t too far from the city. The first night was fine. My cousin and I walked downstairs late in the evening and asked the evening front desk attendant, who was an older lady, for additional towels plus some plastic utensils for the food we brought back into our room. Albeit she wasn’t actually present in the front when we first got down, we called out “hello?” and she rushed out and apologized for the wait. The next morning, my cousin and I went down for breakfast and because it was getting really busy/crowded in the dining area, we just brought back the food into our room. As we were chatting and having breakfast, I spot cockroaches on the desk/table where we had our food. I’m like “omg take a picture! Hurry!!!” Well the critters scurried away. We cleaned up the area and didn’t get to finish our breakfast because of the bugs! I called the front desk but there was no answer 3-4 times consecutively to where I thought calling on my phone would be “quicker” to get a response. After the failed attempts, I went downstairs to let them know about the situation. Again, nobody is present at the front desk. I called out again just like I did the night before and finally someone comes out. It’s a younger female with gauges in her ear and I believe her name was Jennifer. I let her know we found cockroaches in the room and I had been trying to contact someone for quite some time. She immediately answers with, “well did you press front desk? Or zero?” I looked at her and said “I tried all possible options, including using my cellphone to call but no answer.” She just stares at me with this confused/whatever face. So then I asked if we can be moved or have the room cleaned or something. She’s like “well all the rooms are booked 🤷🏽♀️” and I am like “so there’s nothing you can do or even have it cleaned up (vacuum)?” Then she says “I mean I can have maintenance come spray it but that’s it.” I asked to have the room cleaned as well after the spraying and she said “uh huh yeah”. I proceeded to ask when they would come up so I can stick around a bit longer to make sure it was being handled and I can show maintenance where we saw the roaches. She proceeds with “well he went that way (points)so 15mins” and I confirmed my room number to her since she didn’t look as if she cared or wrote anything down. More than 15mins goes by and we couldn’t wait any longer so we just gathered the trash ourselves and placed it to the side to make things “easier” for them when they come up. My family and I leave for the day back to Gainesville since Waldo is in the middle of nowhere and we are gone the whole day.
We get back close to midnight and we notice it’s the older lady from the night before. We get to our room confident that our request was taken care of. The room was exactly left as is when we left initially. No housekeeping. No scent of any type of “bug spray” or signs of entry whatsoever. My cousin decided she will call the front desk and she told the night attendant the situation. They had a nice conversation and my cousin was even congratulated for graduating from UF from the night lady. Well come to find out, there was never a work or put in or any notes left of any kind regarding what happened in the morning. The older lady proceeded with saying she will let the manager know so that the situation can be addressed with the morning attendant and hopefully we would hear from the manager. Well, don’t count on this place to have things taken care of here period. The front desk was left unattended through the morning for the most part. We know this because we went downstairs frequently whether for breakfast or to get coffee or something from the car. My cousin calls down again to ask for towels at the very least and to have our room cleaned since it wasn’t done before. She had even told the front desk that we requested a spray and the attendant said “oh he did that yesterday already but I’ll bring the towels up.” My cousin and I look at each other like 🤦🏽♀️ since we are confident the job wasn’t done. Jennifer comes up personally and has a “nicer” more customer service friendly attitude and drops off the towels. My cousin asks me if that was the girl I dealt with and I said yes. So we were shocked how different the experience was from when I talked to her and when my cousin talked to her over the phone and it could be that maybe the manager got the message from the night attendant.
We finally get housekeeping done that day and the next morning before we left, we saw roaches again. We didn’t even bother to complain since we were getting ready to leave. As we were walking out of the hotel, there was nobody present anywhere so we didn’t properly check out. Low and behold, everyone (from manager, front desk, maintenance, housekeeping and dining attendant) was outside all at once on some kind of break or get together 🤷🏽♀️. Do yourself the favor and don’t stay here unless you want to be in nowheresville, bugs and crap service (minus the night attendant and dining attendant who were the most helpful).
Other than the bad you do get hot breakfast here constantly stocked during breakfast time, there is a gas station across the hotel for convenience and if you need help at night, you get that with a smile. The only reason it doesn’t get a terrible rating.
***Pictures are of when we left the room in the daytime expecting the request, then returning at night still the same and of the morning when we left seeing everyone hang out*** less
Steven Legere, General Manager at Best Western Waldo Inn & Suites, responded to this review
I do apologize for your experience as that is by far not the normal at our hotel. There have been disciplinary actions taken against multiple employees that were involved with your stay. Thank you for taking the time to bring these issues to my attention and again I do apologize for the issues that you experienced during your stay.