My boyfriend and I booked 3 nights at this hotel for a very reasonable price. Upon arriving, we could see why. The hotel, especially in comparision to others surrounding it, is very outdated on the exterior. The interior is a little better but has an overall Motel sort of feeling to it. It's VERY important to note that, though the doors are not accessible from the exterior of the hotel, the balconies are linked together such that someone in an adjoining room could simply hop over onto your balcony. Make sure you close your balcony door securely!!! We found this extremely troubling and worrisome because it would be very simple for someone to break in. When we checked in the lady at the desk was very friendly and curteous. We went up to our room, which was fairly nice but could use some minor repairs, and decided to order room service for dinner. We called down to Crabby Bill's, the restaurant advertised in the elevator and the one for which we had menus in our room. We were told that the hotel no longer associated with Crabby Bill's so we requested a room service menu. It took AGES to be brought up, so we tried to dial Crabby Bill's on the room phone. It took us to the same room service associate. Apparently Crabby Bill's had closed and been replaced with Hogan's Beach. You wouldnt know this by the signs in the elevator, the website or the menus placed in the rooms. I feel like this is something that could have easily been taken care of. We ordered from Hogan's Beach. The food was average and expensive, like normal room service food from a Best Western. We found it a bit disgusting that our room service trays were left to sit outside our room for over a day. That's probably why the hall had a slight odor. The hotel provides "convenient" cards you can fill out the night before with your breakfast order to be delivered the next day at a specified time. Ours came 45 minutes late, AFTER we had to call the restaurant and remind them that the order had even been placed. Good thing we had an open schedule! We went down to ask the front desk staff a question about the hotel shuttle and were literally ignored for almost 15 minutes by TWO different associates. It was incredibly frustrating so we just walked away. Upon returning that evening, we became even more frustrated. The Hogan's Beach restaurant was hosting a New Year's Eve party (which we attended and was fantastic!) so valet parking was set up. We waited in the valet line to get through to guest parking from 20 minutes to find that it was full because the parking lot had been mostly blocked off for the party. We went to the front desk and asked the associates what to do. She told me to get back in line and have them valet my car. We waited ANOTHER 20 minutes and the valet staff was rude. I asked to speak to the hotel manager and he was unhelpful to say the least. He explained away all of my issues so far and made me feel like I was complaining about nothing. Putting down a customer's complaints is NOT customer service. The next day we had yet another issue. We came back and both of our keys had been deactivated. Robert, who may well be the rudest person I have ever met and definitely does NOT belong in customer service, told us to come down and "just get a new key ma'am" with a snide attitude. We asked him what we should do if these didn't work and he responded "just call us again, ma'am." We were extremely offended. He should have offered to have someone make sure that the keys worked this time, not make us pay the price when it was their mistake. We have never been so excited to check out of a hotel in our lives! For all of our troubles, we were comp'd our breakfast that was 45 minutes late. Whoopdy-freakin'-do! Never again Best Western, never again!
In summary, if the price seems too good to be true, it probably is! Run far away from this shoddy excuse for a 3-star hotel. I've had better customer service experiences at 2-star Comfort Inns!
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
January 15, 2013
Dear Sara J,
Thank you for taking the time to share your feedback about your recent stay with us. At Best Western we strive every day to provide superior customer service and it is very disappointing to read about the issues you experienced during your stay.
Please note that we have had no known incidences of unwanted access to our guest rooms through the balcony doors as they all have secure latches on the inside. Also, the grand opening for Hogan's Beach was on New Year's Eve, so during your stay our restaurant was still in the transition phase. On behalf of our entire team, I apologize for the inconvenience that this caused. We also apologize for your upsetting encounters with the valet and our Front Desk staff. We have addressed the situation and we are taking steps to ensure this does not recur. I have also shared your comments with restaurant management as our guests' feedback plays a major role in our continuous improvement.
Once again, we apologize for not exceeding your expectations. Please feel free to call the hotel to discuss this further or contact me directly at firstname.lastname@example.org. We hope you will give us another opportunity to provide you with the exceptional service that our guests deserve.
Front Office Manager, BEST WESTERN Bay Harbor Hotel
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.