They say that people can make or break a business. Our experience showed that bad help can kill what would have otherwise been a decent experience.
Upon arriving, we felt that the property was a nicer than average Best Western property. The lobby and public areas looked impressive, and the room was comfortable with an especially nice tile shower. Internet access was lightning quick... climate control was accurate and quiet.
But everything about our stay was ruined by the terrible housekeeping experience we had. At the end of our first full day, we arrived back at the hotel to discover the door to our room left ajar. It's a little unnerving to go into an unlocked hotel room late at night. Once in the room, it was clear that someone had been there to "clean" it. There were fresh towels, but the wet towels were still in the room on the floor. The bed was made... but I do a better job on my bed at home. There was still coffee in the coffee pot and the dirty grinds were still in the coffee maker. Not all the toiletries that had been used were replaced. Trash was still left in the room.
OK, I'll give the benefit of the doubt. Maybe some emergency came up and the housekeeper had to depart in a hurry. Things happen and I understand that. The bigger problem, however, is the response of management... NONE. I advised the front desk of the problem, and the pleasant person there assured me that she would advise the manager upon arrival the next morning.
But I never heard a thing. The next night, the room was locked and things were better, although some toiletries were again skipped and the trash not emptied. But here's the kicker. When we arrived that night, there was a hand written note left in the room from the manager. It thanked us for staying and said that they hoped we had a delightful time with them. Obviously, this is a form note... left for every person staying. It's a great touch if you've had a nice time. But it's salt in the wound when you've had the experience we had. It tells me, loud and clear, that there is no effort made to fix problems.
I'll try somewhere else next time.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Thank you for taking the time to write a review. I always appreciate that guests are honest in their input; your comments on what we could do better help us improve for the benefit of our future guests. I am deeply sorry that your experience at my property was anything less than exceptional. I tried to reach you via email regarding these issues and to let you know that I have spoken with the housekeeper about your room attentiveness. This situation is certainly not the norm for our hotel and the issues have since been corrected! Like I stated previously in my personal email to you, I do apologize for the lack of communication from my staff to me or the assistant manager so that we could immediately address your issues prior to you checking out of the hotel. On behalf of our entire team, I would like to apologize for not exceeding your expectations. Your satisfaction is important to us and we will be using the feedback you gave us to implement improvements to ensure we offer a better experience for guests in the future. I hope that you will consider staying with us again so that we can have another chance to provide you with a superior experience.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.