For the past thirty plus years, the Best Western chain has been part of our travels. This trip was no different. However, this hotel stay was miserable from the start. To start with, we specifically reserved a room on the ground level at the pool. When we checked in, our room had been given away and the room we were given was on the third floor. We were fine with that until we stepped off the elevator into a sauna. The third floor hallway had to have been at least 100 degrees. Then we went to room to discover our keys would not unlock the door. So we trekked back down the elevator, across the hotel, and back to the lobby with all of our luggage in tow. The clerk was surprised the keys didn't work. We informed him about the temperature of the hall and simply requested a room on the ground floor. The hotel had a ground floor room in the third building available. Great!! Or so we thought. The clerk was nice enough to go with us to ensure that the keys worked for this room. However, when we got to the room, the clerk couldn't get the door to open with the newly programmed keys either. He let us in with his master card key and allowed us into the room to get settled as he went back to the desk to reprogram the keys. Upon opening the door, the heat of the room hit us like a ton of bricks. The clerk set the central air conditioning thermostat for us prior to leaving to get the cards fixed. As we got situated in the sweltering room, the clerk came back with card keys that worked. Unfortunately, after we got ready to use the beautiful pool facilities, we called the front desk to inquire about pool towels. During the conversation, the phone went dead. We walked back the desk to let them know the phone wasn't working and to pick up our pool towels. They informed us they would send someone right away to fix the phone. Two hours later, we came back to the room to discover the room was still astronomically hot. We left for dinner assuming the air conditioner just needed more time to cool the room off. We were sadly mistaken. We arrived back at our room another two hours later to discover the the room was hotter than it was before. To add insult to injury, a permeating skunk smell now emanated and lingered in the hallway. Since the phone was still not working, I walked back to the lobby to inform the clerk of the problems with our room. The very nice clerk told us that he would send maintenance right away to solve our problem with the temperature of the room. I headed back to the room to wait. Forty five minutes later of sweltering in the room waiting, I called the lobby from my cell phone and talked to another clerk who said she would send maintenance down right away. The maintenance man came to our room and was instantly roasting in the heat as well. He checked out the thermostat and then informed us something must be broken with the central air system and brought us a fan. At this point, even though we were unpacked and my daughter asleep, I was willing to move to another room. However, the only other room was the room on the third floor (which the clerk said was having cooling trouble as well). So we elected to stay in our room due to the severe late hour, nearly midnight at this point, and turned the box fan on high to bring in the somewhat cooler air from outside. However, we could not leave the window open all night due to lack of security with no available locking mechanism on the window and the room being located on the ground floor. The room finally cooled off to a mere 90 degrees by 2 in the morning, so we closed the window, left the fan on and finally got about two hours of sleep before the heat became unbearable again. Needless to say, we were informed by staff that they had been having problems with the air conditioning and the phones for over a week and there was nothing they could do about that. If that was the case, why didn't they inform us prior to assigning our room. This entire evening was a nightmare. On a side note, the pool was great. Maybe we should have just asked to spend the night in the pool...
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Let me start by thanking you for completing our Guest Survey regarding your recent stay at our property.
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We strive to lead our industry in superior customer care which is our number one goal at the Best Western Plus Garden Court Inn. I must admit that I was quite concerned when I read comments concerning your stay on June 30, 2013 at our hotel. Your experience is certainly one we take painstaking efforts to avoid
Please contact the front desk any time you have a concerns with facilities operation or any other concerns you may have, we well do our best to correct them. It is guest like you that made us aware when we have failed and for that I thank you.
It is my feeling that if we fail to meet your expectations; we owe you a sincere apology. It is my hope that you will return to our hotel and allow us to demonstrate the true level of service that we strive to provide.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.