Driving from Boston to Philadelphia the day after Christmas, we encountered an ice storm and after spending 5 hours to get thought NY to NJ across the Hudson River, we had enough. We took an exit for the Holiday Inn, but they were full and the gave us a list of other hotels, some coffee and a bathroom break. We called Best Western Reservations to make sure the hotel had rooms available, which they did and we made a reservation with late check-in via a Credit Card. Upon arrival at the hotel, the desk clerk indicated she did not have any information regarding the reservation. I pulled out my phone and showed her the email confirmation. She was not interested and another customer walked up to the front desk and she switched to talk to that individual. Finally another lady come out and I went through the same process again and she also was not interested in my email on my phone. She then went to check 'the reservation system' came back with print-outl and stated all she knew was I had a reservation. While this was going on, the other clerk was on the phone with a person driving to the hotel and she was giving step by step instructions how to get there while they were driving.The clerk (named Mary who I think was a manager) started taking care of other people as they approached the front desk. Needless to say we were tired, but taking 30 minutes to check in was only because they could not handle a simple check-in without talking to anyone that walked up to the front desk. They gave us keys to the room and told us to go around the corner to our room. We grabbed our luggage and headed in the direction provided only to discover stairs. We went back to the front desk and after asking another guest, found the elevator if you could call it that. It basically was a 4 x 4 foot deal behind a normal door that you opened. Two people and two small suitcases filled the thing completely. We went to the second floor only to discover we still need to go up stairs to out room. We dumped our bags into the room, went downstairs to the bar and grill and asked to see a menu at which point we were told, the kitchen just closed. So since the check-in took 30 minutes, we were out of luck. As we were standing there, other people were being served, so the staff was still there, but not interested in even making a sandwich or salad. The waiter said I have some take out menus that delivery, nice but not one of them would deliver which considering the storm, I understood. Starved we got the name of a place, back out onto the road to get something to eat. As far as the room, it was OK, and nice size. It needs some minor work and the carpet needed a good cleaning, but basically the room was clean but had a strong odor of smoke so bad even us as smokers found it offensive I guess because we are lit smokers and never smoke inside hotels.The breakfast the next day was not very good and I don't know what they did to the eggs, but you could have played hand ball with them. On the way back to our room we noticed a sign on the entrance to the pool, pool will not be open unless a manager is on site. That kind of sums up the customer service, even the US Military have more respect for soldiers. We got our luggage to get out of there and as should have been expected, the parking lot was not touched, so you got to walk through the 6 inches of slush. Probably the best reminder of this hotel, at the front desk there was a nice plaque that Mary had received an award for outstanding customer service, really!
- Official Description (provided by the hotel):
- Elegant, Unique, Inviting - Experience the New Best Western Plus Regency House. Surrounded by acres of tranquility, this full service hotel offers over 14,000 sq. Ft of meeting and banquet space providing the most modern facility and latest amenities. The hotel guestrooms with 32" flat panel TV, Micro-fridge, Alarm clock with CD player/ipod compatible, and Sealy Posturepedic pillow-top bedding in every guestroom; Swimming pool, Fitness center, Business center and Complimentary Hot and Cold breakfast are just our "Standards." ... more less
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