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“Very Poor Customer Service” 1 of 5 stars
Review of BEST WESTERN Kent Narrows Inn

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BEST WESTERN Kent Narrows Inn
3101 Main Street, Grasonville, MD 21638 (Formerly Comfort Inn Kent Narrows)   |  
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Ranked #4 of 5 Hotels in Grasonville
LaPlata, MD
Senior Contributor
37 reviews 37 reviews
3 hotel reviews
Reviews in 18 cities Reviews in 18 cities
5 helpful votes 5 helpful votes
“Very Poor Customer Service”
1 of 5 stars Reviewed September 14, 2013

I called to ask the front desk a question and ended up booking through the hotel directly. Prior to finalizing the booking, I asked her (Michelle Hall) if there was a cheaper rate online and she said, "No, well, it's pennies". Upon further research on Best Western.com, turns out the room was available for $181 v. the $214 she charged me. I called to try to have it adjusted (Anthony) and all the way up to corporate (Arlene) refused because at this point we are within the no cancellation time frame. I just think that is poor customer service. The hotel is ranked low in that area in the first place and now with their lack of concern over THEIR customer service representative assuring me that the price was the same, I'll be sure not to stay with this hotel line again. My hands are tied because we will lose our money if we cancel, but I am just very dissatisfied. Take your money elsewhere and read the reviews.....they speak for themselves anyway. The only reason we were staying here in the first place is because all the hotels in the area were blocked for weddings.

Room Tip: Bay view worth the extra $10
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  • Stayed September 2013, traveled with family
    • 1 of 5 stars Value
    • 3 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 1 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
MichelleGuests, Guest Relations Manager at BEST WESTERN Kent Narrows Inn, responded to this review, November 15, 2013
We wanted to sincerely apologize for the miscommunication regarding the rates during your reservation process. Our standard rates that are quoted when you call the hotel are the same as the standard rates available online via our website. There are some special "Internet Only" rates that are available via our website that require pre-payment and have stricter cancellation policies.

I was very happy that I was at the hotel the day that you called to inquire about the difference in the standard rate that you booked over the phone vs the pre-paid Internet rate. I was able to speak with your husband as you were traveling to the hotel and adjusted your rate as a courtesy for the miscommunication. I also had the pleasure of speaking with you on your trip home when I called to get feedback on your stay with us. I was so pleased to hear that you enjoyed your stay!

Again, we sincerely apologize for the confusion, but are so happy that we were able to get everything resolved prior to your arrival and that you had a nice stay with us.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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195 reviews from our community

Traveler rating
    51
    55
    31
    33
    25
See reviews for
58
69
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Rating summary
  • Location
    4.5 of 5 stars
  • Sleep Quality
    3.5 of 5 stars
  • Rooms
    3.5 of 5 stars
  • Service
    4 of 5 stars
  • Value
    3.5 of 5 stars
  • Cleanliness
    3.5 of 5 stars
Traveler tips help you choose the right room.   Room tips (32)
Date | Rating
  • English first
  • Any
English first
Savannah, Georgia
Senior Contributor
28 reviews 28 reviews
5 hotel reviews
Reviews in 12 cities Reviews in 12 cities
16 helpful votes 16 helpful votes
1 of 5 stars Reviewed September 10, 2013

We stayed at this hotel as we were attending a funeral in the area. It allows pets, and we were traveling with ours. We had asked, in our reservation made with the hotel, to be in our room an hour before the usual check in time of 3pm, if possible, due to the funeral at 4 pm. That didn't happen. The cleaning staff was having a great time, chatting in the outside corridors. The rooms were barely clean, with old furnishings and dirty outside halls. The hotel is located in a prime location, and it uses this to charge way too much for something so nasty...supply and demand, I assume. I would advise anyone going to the area to avoid this hotel. There are other nicer ones close by.

Room Tip: I doubt that there is a good room
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  • Stayed September 2013, traveled with family
    • 1 of 5 stars Value
    • 5 of 5 stars Location
    • 2 of 5 stars Sleep Quality
    • 1 of 5 stars Rooms
    • 1 of 5 stars Cleanliness
    • 2 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
United States
Senior Reviewer
6 reviews 6 reviews
Reviews in 2 cities Reviews in 2 cities
3 helpful votes 3 helpful votes
1 of 5 stars Reviewed September 9, 2013

Loud, dirty, horrible MOTEL. Expensive - not worth it - bring a tent and you will have a much better experience. All door open to the outside where everyone is smoking on the balcony and all the smoke goes into the rooms. Air conditioners sound like trucks. Walls are paper thin.

  • Stayed September 2013, traveled with family
    • 1 of 5 stars Value
    • 3 of 5 stars Location
    • 1 of 5 stars Sleep Quality
    • 1 of 5 stars Rooms
    • 1 of 5 stars Cleanliness
    • 3 of 5 stars Service

Review collected in partnership with Best Western

Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Bronx, New York
Senior Reviewer
7 reviews 7 reviews
3 hotel reviews
Reviews in 6 cities Reviews in 6 cities
1 helpful vote 1 helpful vote
4 of 5 stars Reviewed September 4, 2013

My husband &I spent a weekend at this hotel and had a wonderful time. The place is clean and the people who work there very friendly. There is a breakfast room which had many things to choose from. Their indoor pool was beautiful and relaxing. I plan to return.

  • Stayed July 2013, traveled with friends
    • 3 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
MichelleGuests, Guest Relations Manager at BEST WESTERN Kent Narrows Inn, responded to this review, November 15, 2013
We are so happy to hear that you and your husband had such a nice weekend getaway at our hotel! Thank you so much for the nice compliments about the cleanliness of the hotel and the friendliness of our staff. These are two of our top priorities, I am so happy to hear that we succeeded with your stay with us. We are pleased to hear that you enjoyed our complimentary breakfast buffet. Many of our guests love the variety of foods that are offered - it is really a great way to start the day!

Thank you again for sharing your positive experience with others in the TripAdvisor community. We will look forward to your next visit with us!
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Springfield, United States
2 reviews
Reviews in 2 cities Reviews in 2 cities
1 helpful vote 1 helpful vote
3 of 5 stars Reviewed August 29, 2013

It was okay. Nothing great. A room to sleep in. The building looks old. Needs some repairs and paint. The help was friendly and the food was good. The location was easy to get to from the Hi-Way. Lot of noise from the Hi-Way most all day and night

  • Stayed August 2013, traveled on business
    • 3 of 5 stars Value
    • 4 of 5 stars Location
    • 2 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 3 of 5 stars Service

Review collected in partnership with Best Western

Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
MichelleGuests, Guest Relations Manager at BEST WESTERN Kent Narrows Inn, responded to this review, November 15, 2013
We appreciate your feedback regarding your stay at our hotel. We had the opportunity to communicate via email following your stay and your initial survey. We were so pleased to hear that you found our hotel staff was friendly and you appreciated the convenience of our location.

We wanted to follow-up with you again to communicate our continued dedication to improving our hotel in order to provide a superior experience for our future guests. Since your stay with us, our maintenance team has been working on painting projects around the hotel. We also conducted a thorough preventative maintenance check of this guest room to ensure that everything was in proper working order. In addition to friendly service, our staff is committed to providing clean accommodations and a well-maintained product.

We sincerely hope that you will consider staying with us again. On your next visit, we invite you to try a bayside guest room. The bayside of the hotel gives our guests the opportunity to sit outside of their rooms and look at the water, watch the boats go by and catch a great sunset!

Thank you again for your honest feedback. We hope to welcome you as our guest again in the future!
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Harrisburg, Pennsylvania
Contributor
17 reviews 17 reviews
3 hotel reviews
Reviews in 12 cities Reviews in 12 cities
11 helpful votes 11 helpful votes
2 of 5 stars Reviewed August 26, 2013

We needed to stay in Kent narrows for an event and the Hilton was booked up so we went to this Best Western... best is not a word I would use to describe it. The lobby felt very out of date and so did the room. On a hot summer day the air conditioning was left off and it took 3 hours to cool down. The room just felt shabby and dirty. The bathroom was clean and in fair shape. The in room frig was wet with defrost water under the freezer and never really got cold. The location is great and close to everything but just not the place i would pick for a vacation at the rate they are charging

  • Stayed August 2013, traveled as a couple
    • 1 of 5 stars Value
    • 5 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 2 of 5 stars Rooms
    • 2 of 5 stars Cleanliness
    • 2 of 5 stars Service
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
philadelphia, United States
1 review
1 helpful vote 1 helpful vote
2 of 5 stars Reviewed August 24, 2013

Deceptive website. I recommend that you call for reservations. I reserved using their web site and was given a room that face a major trucking route and a large, stagnant green pond directly behind the building. Unless you request an odd numbered room I advise you bring noise reducing ear plugs, insect repellent and if there are vaccinations available for West Nile Virus, it would make probably make you rest easier.

  • Stayed August 2013, traveled with family
    • 1 of 5 stars Value
    • 4 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 4 of 5 stars Service

Review collected in partnership with Best Western

Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
MichelleGuests, Guest Relations Manager at BEST WESTERN Kent Narrows Inn, responded to this review, August 26, 2013
We are sorry to hear that you felt our website was “deceptive”. In each of the pictures/virtual tours on our website that show a bay view, we indicate in the photo caption and description that it is a “Bayside View” in order to provide a clear description of the area of the hotel that we are showing. In addition, we have separate room types for the rooms on the bay side of the hotel versus the non-bayside of the hotel. On our website, each of the bayside rooms indicates in the room type description that it is “bayside”. I researched your reservation history and found that when you booked your reservation online, you booked a room type that was not listed as “bayside”. Our staff is always available and happy to assist with reservations if you have any questions about the location of the room that you are booking.

The area that you described as a “stagnant green pond” is actually a very healthy marshland area that provides a home to local wildlife including deer, turtles, fish and a wide variety of waterfowl. Many of our guests really enjoy being able to see the wildlife from their guest room, the walkway around the building and in the field adjacent to the hotel.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about BEST WESTERN Kent Narrows Inn

Address: 3101 Main Street, Grasonville, MD 21638 (Formerly Comfort Inn Kent Narrows)
Phone Number:
Location: United States > Maryland > Grasonville
Amenities:
Business Center with Internet Access Fitness Center with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Kitchenette Pets Allowed ( Dog / Pet Friendly ) Swimming Pool Wheelchair access
Hotel Style:
Ranked #4 of 5 Hotels in Grasonville
Price Range (Based on Average Rates): $
Number of rooms: 89
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Also Known As:
Best Western Kent Narrows Hotel Grasonville
Best Western Grasonville
Kent Narrows
Grasonville Best Western

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