I just got back from a 6 night stay at this hotel, and have mixed feelings.
With all the talk about bed bugs these days, the only thing I really care about is that the room is clean, and it was. In fact, an obligatory check of the mattresses just to be sure, didn’t turn up so much as a speck of dust. The hotel is new, and it shows . . the drawers even still smell new.
The beds are on the soft side, and the pillows are very fluffy. Bedding is really nice. The room (2 queen beds) was well designed with plenty of space, a desk, comfy chair, fridge, microwave, large TV, and a good size closet. The bathroom is large and the shower has that curved rod that most Best Westerns seem to have now, this ensures that your shower curtain doesn’t have a chance to express its affection for you.
Though the hotel seemed to be full most nights, we never heard a sound once we were in our room. Having never been to the area before, I thought the location was good. Breakfast was good, everything was fresh, and there were lots of choices.
Sounds great, right? Now to the problems . . .
I left a note and some money for our maid on our first morning, asking her for 4 bath towels (the standard always seems to be 3), and a couple of extra wash cloths. I told her the date we would be checking out, and said we would appreciate these extra towels each day. When we got back from our day trip that first day, there were plenty of towels, plus some towel art in the form of wash cloth flowers, plus all the regular amenities, such as shampoo, conditioner, soap, a couple of plastic cups, and toilet paper. Excellent!
The next day was not the same, however. It was clear that we had a different maid that day. We were missing some towels, and plastic glasses. Off to the front desk we went, and while the man who works there at night said he didn’t know where the plastic glasses are kept and suggested we use paper coffee cups instead, there was a girl there as well who brought the towels and cups to our room a short while later.
The next day was pretty much the same, but this time we had no toilet paper. And I mean absolutely none, the roll was finished, and there was none at all in the bathroom. There was a large bottle of cleaning solution on the back of the toilet tank though. Back to the front desk I went, and asked for some toilet paper, and also returned the cleaning liquid. The girl at the desk said she had no toilet paper at the desk, that it is kept in the linen closet, and asked if I had a key to the closet. I said that I didn’t, and she said ‘they didn’t give you a key to the closet?”.(Honestly, I kid you not.) I said no “they” hadn’t, but maybe they should have since I must have been meant to clean my own bathroom, as a bottle of cleaner had been left for me. (This went right over her head, though the customer waiting beside me thought it was pretty funny.) Eventually, some toilet paper was delivered.
The next night the problem was shampoo. We had decided to pack as light as possible on this trip, and for the first time ever, did not bring any shampoo. The man at the desk said (again) he didn’t know where the shampoo was, but he would look for some. An hour later, I asked again, and he said he was waiting for someone to relieve him at the desk, and then he could look for it. About an hour later (around 10pm) we gave up, and figured we’d run to Walmart in the morning. We put the “do not disturb” sign on the door, and got into bed. A few minutes later there was a knock at the door, and there he was with enough shampoo for the next few days.
On and on this went. One day we got back while one of the maids was still working, and I asked her for a bath towel. She picked up a towel that was lying on her cart and looked at it for a couple of seconds, seemingly contemplating whether or not to give me what looked like a used towel, but eventually she went to the closet to get a new one. And every night, we had to go ask this poor guy at the desk for supplies, and clearly this is not his job, as he doesn’t know where they are kept. One night we got back and we had been left a little bar of soap that was so badly stained that whatever had stained it (coffee perhaps?) had bled right through to the soap. (Picture attached.) The next night there was no soap at all, and again, that required a 2 hour song and dance at the front desk.
Probably the most disturbing thing though was that there was a metal bar sticking out of one of the bed frames (picture attached) and though I tried to avoid it, I kept banging into it. Finally I cut myself very deeply on it, and after a couple of days, the cut was getting worse. It was more of a gash, and while I will spare you the gory details, it kept bleeding. On Saturday morning, I told the guy at the desk (a new guy I hadn’t seen before) about it, and he said “I already have that report”. I said I had not reported it before, but he said it was in the file about our room (#324), and that someone would look at it. I couldn’t tell you whether or not anyone ever looked at it, but I can tell you nothing was done about it while we were there. And when I saw the same guy the next morning, he didn’t say anything about it at all, not even asking how I was. I don’t know who had complained about this before I did, but clearly, it was not a priority.
The last day we were there, we had our original maid back. I know this, because once again we had towel art, and all supplies were there.
When checking out, the girl (Michelle) asked how everything was. I said there had been some issues. She said if I had any problems, I should let the staff know and they would be taken care of. I said I had reported problems, and nothing had been done. I then told her about the metal bar and the cut, and she said “oh yeah, I heard about that”, as if it was interesting news. She asked if anything had been done about it, and when I told her it hadn’t, she said “on behalf of myself, I want to apologize”.
To be sure, there are some great things about this hotel, but I am not sure I would stay there again or recommend it. Clearly the staff needs some training, from the maids to the desk staff. In hindsight, I wonder if the maids have been told to hold back the supplies, in an effort to reduce costs. I wonder if the desk staff has been told to say they don’t know where the supplies are kept, for the same reason. That could explain the lack of supplies, but nothing I can think of can explain the lack of concern or attention to a metal bar sticking out of a bed frame, or a nasty gash as a result of it.
Room 324 has a metal bar sticking out of one of the bed frames. Stay away!
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.