I stayed at this hotel for a total of three nights. I had a single room. I checked into my room, unpacked everything because I was going to be out and returning late. I didn't want to have to do it later. I was ironing my clothes and noticed that I was breaking a sweat. I checked the air conditioner/thermostat. It was set at 70, but it felt a lot warmer in the room. The fan in the vent sounded rather loud, too. I called the front desk, and they sent up the building engineer. He looked at the thermostat, listened to the fan, and then said that I was probably hot because I was ironing (?!) Uh, no. Then he said to give it more time, and I replied that if I had to move rooms, I wanted to know now. I did not want to come back late, have to pack up my room and move to one with good AC. He said he would make sure I was able to get another room. Thanks, Felix! He was good for it! Since I had checked in early, there were no other rooms available at the time, so they gave me an Executive Suite on the 5th floor! Yeay!! No charge! Even better! Although I wasn't thrilled at having to move rooms and pack up my already-ironed clothing, I was glad I was getting a free upgrade. This room was lovely, and I was so happy to be there! Nice view. Nice AC. All GREAT . . . until I arrived back there at 1 a.m. after a party. The front doors are wide open. The front desk clerk is busy talking to a building engineer-official - looking person. I pass by. Both elevator doors are wide open. I step in and press "5th Floor" (the top floor of the hotel - did I mention that?). No response. I walk out and into the second elevator. 5th floor. Nothing. About this time, an little elderly man passes by and says "Elevator not working". What? He tells me I should follow him to the staircase at the end of the hall. I start to walk behind him toward it, when I realize that all the doors to the back/work areas of the hotel are wide open. I get the feeling something more wrong here than the elevators. I go back to the front desk and ask "What is going on?" The engineer guffaws; the clerk goes into a well-rehearsed speech (and I get the feeling that I am the last one in on the joke) that went something like this: "Ma'am, we are experiencing a power outage. Some rooms may still have some electrical power, but there is no cable in any of the rooms. We have a list of other hotels in the area, should you wish to check out. If you choose to stay, we will comp the room for tonight. We have not estimate of when the power will be back on. The electric company is working on it right now." Did I mention it is now 1 a.m.? Me: "Is my room one of the ones with power?". Clerk: "I have no way of knowing, Ma'am." Me: "I am on the 5th floor (my lovely executive suite). I have to climb up 5 flights to see if my room even has power?" "Yes, Ma'am.". Grrrrr. Okay, I decide to take my chances at 1 a.m that perhaps I am one of the lucky ones with power.(I didn't want to think about the alternative) Yes! I am! Power, but no AC. At all. Argh. I do not like to be hot, and that is an understatement. Well, at least I have a little electric fan that I travel with to help me sleep. (Don't ask.) I figure it wouldn't be too bad if I take a cool shower, and have my fan to keep me comfortable. Lovely. I call the front desk and tell them I'm staying and will take them up on their offer to comp me for the room for the night. I hang up ready to hit the shower. But what is that noise? "CHIRP! chirp! CHIRP! chirp!" The smoke alarms (2 of them) are serenading me with a dissonant duet - one in each room of my lovely executive suite (it was a free upgrade. It was a free upgrade, did I mention that?) . I call the front desk again. I tell her about the smoke alarms. She tells me to take the batteries out of them, and if I should have any trouble with that, call and she will send the building engineer up to disable them. Batteries? Why would 2 battery-operated smoke alarms be chirping at all? But, who am I to question these things? I find a footstool to stand on to reach the first alarm. "CHIRP!! chirp!!" I cannot pry the battery door off with my finger, so I find a ballpoint pen to assist me. It works! The battery chamber door flies across the room. I get down and cross the room to pick it up. No battery. Really???!! What a shocker! The other smoke alarm, the same thing. "CHIRP!! chirp!!" I call the front desk. Again. "I tried. There are no batteries in these things." Clerk: "Okay, I will send the building engineer up." "Knock knock! You having a problem with the smoke alarms?" says he."Yes, I tried to disable them, but I couldn't." He: "You need to take the batteries out." ?????????????? This is a building engineer. "There are no batteries in them." says I. "Yes, there are." says he. "No, there are NOT. I took it apart. There are no batteries. They are electrically connected." "CHIRP!! chirp!!" He looks. Wires. He disconnects the wires - on both alarms. Then he prepares to leave. The first one is STILL chirping! "It's still chirping!" I say. "No it's not" says he. "Oh, yes it IS!" says I. "CHIRP!!!" - he picks it up and the thing is going off in his hand "Oh, I guess it is. I'll just take this one with me." "Yes, thank you." Off to the shower and to sleep, not too uncomfortable with my little fan. At some point, I awake in a sweat. My fan is silent. The light in the other room is dark. The power is out completely now. I feel around for my phone. 3 a.m. I grab for my purse, where I remember I have a little flashlight that I had packed because a little voice told me to. (Yay little voice!) I fish it out, and find my way to the restroom. I re-shower and lay down, not sleeping, for a miserable couple of hours. At about 8:00 a.m. I call the desk. "When will the power be back on? I have somewhere to be and need to know if I have to pack up and leave now. I do not want to come back late and find out there is no power, and have to pack in the dark, then leave to find another hotel. And I am getting comped for last night, correct?? Clerk: "Oh, yes, Ma'am. Just stop by the front desk and we'll take care of you. The power should be back on in about a half hour." She is correct. It is back on in about that time. I stop by the front desk on my way out. I am told that since I booked by trip via AAA Travel, and that it was a package deal, I would have to contact them to tell them to contact Best Western to have a refund processed. I did just that - about a week ago. I spoke to a very helpful rep who gave me her direct email address at AAA. I documented the occurrence (not like this, of course :) I am still waiting a week later to hear anything from anyone. The moral of the story: Nothing comes for free, and no AC for me!! This hotel needs a major electrical overhaul and new AC units. The first engineer from my first day as much as told me so.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Thank you for giving us your feedback on your stay with us. We love to hear what our guests think of our hotel and the services we offer. I was so glad to hear that our team was able to upgrade you to a suite at no charge. I’m surprised we had any suites available as they tend to go quickly. Then again for only thirty dollars more… getting a two room suite with a full sitting area second HD TV and pull out couch – they are very popular. Families love our suites as it gives the kids their own room and own HD TV.
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It is a rarity that our hotel losses power… but sadly that did happen last month. I have said it before and I will say it again: we have the best guests in the world!! Everyone couldn’t have been more understanding and accommodating about something that was out of our control. Our team got the power company digging up wires and getting to the route of the problem as quickly as possible. To your point, yes, the power company was working at 1am. We refused to have them wait until the next day when it comes to serving our guests.
Because we understand this was an inconvenience, and keeping our guests happy is job one, we offered our guests a complimentary night. While most guests said, no it’s ok, we understand and we were not put out, some preferred to take advantage of our offer. As you booked through a third party, we are contractually obligated to have refunds run through those third parties. Needless to say, if we simply changed the rate to zero… AAA would have received the refund, and not you. We work very closely with AAA, and from your comments it sounds like they are on top of things for your refund.
We look forward to seeing you again should your travels bring you back to the Washington, DC area. Do continue to book with AAA… we have a lot of great programs with them including a 10% discount for booking your guest rooms outside of a package! Travel hint: Don’t forget to book early with us if you want to get a suite… the do go fast!
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.