First of all, I booked this hotel because I needed to get some work done while visiting my sister. She has a crowded apartment and I would have slept on the couch, but I decided I would rather have a bed and a desk with internet to get work done. I was sorely mistaken. I thought for $135/night plus tax, I would have gotten internet that would have at least let me connect to gmail. I couldn't even connect to the basic HTML version of it! I couldn't load my work email, couldn't load basic websites to book air travel, and to top it off, the cell service was very spotty for me. After contacting the front desk about the issue, they had no clue what to do. The wireless network signal was very weak and even when connected, it was slower than 56K. Not once was any sort of other option was given to me, such as a cable to connect to the wall or a different location/room.
That was the worst part, but the ineptitude and overall bad demeanor of the front desk staff also didn't make it a welcome visit. When interacting with the front desk during my stay, I was not greeted with a smile or hello, and the staff seemed like they didn't want to be there. When checking in, the young man acted as if I was keeping him from something more interesting and just wanted to get me out of there. One night, I left my key in my room and went to the front desk to get some help about 11:00 pm. No one was there, and the front door had notes on it for late arrivals to call for check-in. The hotel advertised 24-hour service at the front desk, so this was very frustrating for me. I called and no one answered for about 5 minutes. I tried the door and it was unlocked, so I went in. No one was around the front desk, so I walked around the back and into all the office rooms to find someone. I couldn't find anyone anywhere. Luckily, someone else was trying to book a room that night and helped me find the night manager room, where the guy on duty was asleep on the couch watching the TV and couldn't hear the phone or us yelling for him. About 11:30 he was able to get me another key so I could get to my room.
There were so many things wrong with the layout of the room as well, such as the AC in the bathroom instead of the front of the unit. But I did have a good sleep, so the room wasn't that awful. Just for the price I paid for the room, I expected a lot more. There is a Holiday Inn and a Residence Inn down the road that I will stay in next time I visit my sister. I will not stay in this Best Western again, and I am leaving a review on Trip Advisor so the manager of the hotel has some idea of how his staff is not helping the rate he charges.
Choose one near the front desk. The ones in the back don't have heat/AC in the same room as the...
See more room tips
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
July 3, 2013
We are so very grateful for your valuable input and appreciate your assuring that we are aware of the issues you experienced. As you are aware, we have received your comments through our Best Western Survey department as well. We are disturbed, mostly by your customer services issues. As you can see by the plethora of other surveys, poor customer service is not our modus operandi. We take pride in our work as a team, and regret that someone let the team down. We have identified the individual involved and have already begun our coaching and counseling. In addition, we have many resolution options for the internet service and are disappointed that none of them were executed. We sincerely hope you do not choose to stay at either competitor in the future and hope you will return to the Best Western Durango Inn and Suites so you can experience our traditional service and charm.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.