Filthiest hotel room I have ever seen. Housekeeping was only doing minimal cleaning, The clock radio, the door, and several other surfaces had stains from food slopped on them. I would have changed rooms, but this was already my second room and it was late.
I was awakened twice during the night when someone attempted to enter my room (I thought it was just drunk hotel guests confused and had the wrong room number). It turned out that the negligent hotel staff had failed to note my room change, and they were attempting to give other people my room (fortunately I had the deadbolt engaged). This became clear the following day when a person unlocked my door and walked in with luggage in hand (didn't have the deadbolt engaged that time). He went away apologetic. The hotel management response was to visit my room moments later and accuse me of overstaying my reservation (which I certainly had not). Once the situation was understood, I received an "I'm sorry" and "I'm so embarrassed". No attempt otherwise was made by the hotel management to rectify or improve the situation - not even clean the filth from the room! Just an excuse that the housekeeper was causing them problems.
After leaving, I left feedback at the Best Western site. I finally got an email from the general manager. It was a form letter, the manager didn't even feel that it was worth a few seconds of his time to address anything specific. His apology was simply his standard line:
"I would like to apologize for not exceeding your expectations. At Best Western we strive every day to provide superior customer service. I am sorry we were not able to do that for you."
Not exceeding my expectations??? The man is utterly clueless. He offered a small Best Western gift card, not even equal to a single night stay. I refused - based upon this stay, I am concerned about the quality of management at any Best Western.
My horrible stay at this hotel was only surpassed by the general manager's incompetent response and lack of concern.
In case you are wondering why I didn't leave and stay elsewhere initially... if the room hadn't been prepaid, I would have left without ever staying in this hotel.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
December 14, 2012
We would like to apologize for your last stay at our hotel. As we are under new management, things have drastically changed for the better and hope you would consider giving us another chance the next time you are in town. Thank you very much for your feedback as we can always learn and improve our property from our customers!
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Slash Patel and the Rocket City Staff
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.