Understaffed and conniving.
08/03/2019 CraigB_TX, Houston, Texas
We reserved a two bedroom suite three months prior to our stay. We were checked into a room without a functional air conditioner. Maintenance stated it had not been working for several days. We req... more
We reserved a two bedroom suite three months prior to our stay. We were checked into a room without a functional air conditioner. Maintenance stated it had not been working for several days. We requested different accommodations and the manager tried to charge us more money. We stayed three days and two nights and neither room received maid service during our entire stay. The process to obtain clean towels involved 20 minutes and multiple trips to the front desk and laundry room. Housekeeping stated our “do not disturb” sign was out, but that was not accurate. Much of the hotel has an unusual smell which they try to mask with plug in air fresheners. The front desk was unoccupied most of the time. Recent upgrades are apparent but some design features do not make sense like the faucet in the corner of the sink that you cannot get your hands under. Nasty central air closet, unfinished patchwork on the bedroom walls, missing rod for the toilet paper roll, dirty diaper on the non-functional water fountain, bad tasting water, and the list goes on. Best Western corporate should consider auditing this facility. less
BestWesternHotels, Corporate at SureStay Hotel by Best Western Brownsville, responded to this review
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. - Best Western Hotels & Resorts