I want to first start off by saying that I am a frequent user of Best Western hotels, and this by far was the worst one I've stayed in. I'll give credit where credit is due; check-in was quick, the staff explained the amenities, i.e., contenential breakfast, and WIFI access. They even have an arrangement with IHOP (adjacent to the hotel), where you get a 20% discount by showing your room key.
Now to the bad: The hotel has two floors, our room was on the second floor. To gain access to the stairs you had to use your room key. We spent 5 minutes trying to gain access to no avail, until I finally went to the front desk and explained the situation, thinking that something was wrong with my room key. I was told that they have been having problems with that particular entry way and to use the stairwell around the corner. Okay...we finally make our way to the second stairwell, put our key card in again.....and what do know, no cigar. In desperation I pull the handle, and the door opens...LOL Apparently, the key card doesn't work because the lock is broken. We finally make it make it to our room, and on the 8th attempt the key card works...(you can't make this stuff up). Our room was adequate in size, but had a window so small one would think it was made for a prison cell. We noticed that the room did not have an iron, so I called the front desk to request one. I was told that there should be one in the room. After convincing the person at the front desk that it was no longer there and we didn't take it, I was told to come to the front desk for a replacement. I get to the front desk and I'm told they do not have any more irons. I ask if they can just take one from another room, I am told that they are fully booked. He said he would ask the head of house keeping to see if they could get another iron (I'm thinking, why didn't you do this before you asked me to come to the front desk?). The fact that he didn't take my room number, had me believe that I probably wouldn't see an iron that night. Subsequently, I decided to go to Macy's across the highway and purchased an iron.
Day 2: One of the things that I love about Best Western is the free breakfast. Having 3 young children, this is one less thing you have to think about and my kids love the waffles. So we get to this small cramped area that was hardly big enough to accomodate the number of rooms they have, it couldn't have been bigger than 5x10. It's 9:20am and two of my kids decide they only want cereal and toast, the other wants Waffles. So I make my way over to the waffle machine and what do you know, no waffle mix. I ask an attendant who was putting out more pastries, if there was anymore waffle mix. She said "that's it" , and turned away with no other explanation.
Day3 Monday: 9:30am we load up the truck ready to leave. We decide to get breakfast, only to be told by a worker that that breakfast was over at 9am. Apparently, on the weekends it's open to 10am, and on weekdays 9am...SMH. However, the binder in the hotel room clearly states that breaksfast is available daily to 10am. Now this is just me, If I'm a worker and I see a patron with 3 small kids arrive late due to a misunderstanding, and considering that the food has not been put away, I'm probably going to make an exception, or at the very least ask if they would like to take some items to go. "Accomodating" is just not something they teach nor practice at this hotel. I'm not going to give up on Best Western's, because I've stayed at various locations and the treatment I we received here is definately not the norm.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
September 10, 2012
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We are sorry to read that you did not have a pleasant stay. We strive to make sure all our guests leave satisfied. We were not aware of your issues.
Our breakfast hours are posted when you walk in to the lobby Mon-Fri 6-9am, Sat, Sun 7-10am. I will look into the in-room reading material to correct the conflicting information.
Please contact me personally next time so I may ensure your 100% guarantee. Thank you again for your comments.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.