Housekeeping slacking-stained bedding, dirty room
04/09/2019 squak12,
We (group of four) attended Rock the Lake in early August. We spent time in the lovely town of Wapakoneta and went to the CCM music festival. As we one turned down the sheets, one of our friends notic... more
We (group of four) attended Rock the Lake in early August. We spent time in the lovely town of Wapakoneta and went to the CCM music festival. As we one turned down the sheets, one of our friends noticed a prominent yellow stain on the bedding and then another brown stain on the fitted sheet. The other bed had stains on the linens and a long, dark hair on the fitted sheet. The night stand had a bent paper clip by the phone. When I went to call the front desk, I looked at the phone and it appeared that it had not been cleaned in quite some time. We had no answer from the front desk so we went down to report the issues with the room.
The front desk clerk was very apologetic for the photos that my friend and I showed her of the stains and the phone. The clerk stated that she would move us to another room but they had none available and since it was 1AM, all the hotels in the area were probably filled. The clerk also asked for the photos so that she could send to her GM and that the GM would contact me as the clerk felt that was totally unacceptable that the room and bedding was totally unacceptable in the condition it was received. The clerk said that she would get new linens for the beds and wipes for the phone. En route to the room, she also mentioned that they were hiring housekeepers!
When we arrived at the room, we showed the clerk the items that were stained and dirty. She stated that one of their housekeepers had long dark hair and that could be her hair on the fitted sheet! The clerk also stated that she had never changed a bed (we would like to think she meant in a hotel) so I helped her change the linens on both beds. She left behind the wipes so I ended up cleaning the phone and the night stand as well! These issues hopefully were brought to the attention of the housekeeping staff. None of us slept well after that and I will never stay in this hotel again. The halls smell musty and could use freshening up (or the carpeting replaced). The linen stains could easily be laundered with bleach. The clerk mentioned pets stay at the hotel so we wondered if the stains were human or pet.
The front desk staff was effective (although I should not have been doing housekeeping’s job nor should have the front desk clerk). The breakfast was okay and the parking and location were good. The housekeeping department, no accolades deserved.
I have waited a month for a reply from the GM and I am still waiting. Do yourself a favor and stay at the much cleaner Holiday Inn Express or at a hotel in Lima. Perhaps it was an isolated incident but we stayed at HI Express across the street last year with no problems. We decided to try this hotel as it had better ratings but really don’t see how that is possible! less
WapakLodging, Manager at Best Western Wapakoneta Inn, responded to this review
Dear squak12
Thank you for completing the survey regarding your recent stay at our property.
On behalf of our entire team, I would like to apologize for not exceeding your expectations. Your satisfaction is important to us and we will be using the feedback you gave us to implement improvements to ensure we offer a better experience for guests in the future.
I hope that you will consider staying with us again so that we can have another chance to provide you with a superior experience.
If I can provide any assistance, please don't hesitate to contact me directly at 419-738-2050.
Sincerely,
Manager
Best Western Wapakoneta Inn