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“Rude, grouchy night manager”

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Best Western Olympic Inn
Ranked #4 of 14 Hotels in Groton
Reviewed July 1, 2013

Upon checking in late, due to plane and train delays, the night manager wasn't very helpful and was down right rude. Credit card was not authorized, due to possible fraud, as my husband was out of the area of the usual charges By the time it was straightened out the next morning, he had enough of the office staff and for some reason the manager did not want to talk to him. The rooms were not that nice for the price, nor was the so called breakfast. He moved to another hotel that actually was cheaper and nicer. We always stay at a Best Western and this hotel was just not up to the others standards. It definately was not the "best". Our future trips to Groton, will not be at this hotel.

  • Stayed: June 2013, traveled solo
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Thank BajaAlley
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
bwolympicinn, Owner at Best Western Olympic Inn, responded to this reviewResponded July 2, 2013

Dear Jill Alley,

Thank you for your recent stay at our property.

On behalf of our entire team, I would like to apologize for not exceeding your expectations. Your satisfaction is most important to us. I have you as checking in at 12:34 am on 6/27 and checking out less than 10 hours later. I am very sorry about your travel troubles and your credit card fraud. Apparently, this soured your perception of our property; staff, rooms, breakfast. We did extend the courtesy of holding the room for you even though your credit card had declined. The manager was diplomatic and cordial even though being screamed at. When we attempted to obtain an approval on the credit card given to confirm the reservation, an approval for the credit card transaction was declined. At that time, your reservation ceased to be a guaranteed reservation and therefore usually is cancelled.
Assurance of payment is needed by all hotels to guarantee payment and hold hotel rooms. Only this guarantee of payment allows hotels to turn away other potential paying guests. In the future, please be sure to guarantee all hotel reservations with a credit card that contains sufficient credit available to cover the charge of your hotel room. We certainly regret any inconvenience this has caused you.
There have been several guests in that room since your stay and they brought up no issues. We have VERY satisfied guests staying 45, 60 nights or more. They love it here, the friendliness of the staff, all the extra amenities at no charges, etc. They also comment on our huge free full hot breakfast buffet as an excellent free amenity. I'm so sorry we didn't leave you with that warm, fuzzy feeling as well.
I hope that you will consider staying with us again so that we can have another chance to provide you with a superior experience.

If I can provide any assistance, please don't hesitate to contact me directly at 860-445-8000.


Sincerely,

Mr. Christie Armaos
Vice President / Owner
BEST WESTERN Olympic Inn

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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335 - 341 of 410 reviews

Reviewed June 10, 2013

I stayed here 6 months ago and was not very impressed. Many of the maintenance issues I posted about have been fixed. There are still some upgrading issues, but I do see the management has been addressing things. As before, staff is friendly, very courteous and helpful. Both in January and June, the mattress was great. No problem sleeping at all.

I am concerned with what looks like a structural leak in the ceiling by the pool area. That should get fixed quickly! The pool and gym area are clean, looks like it was recently re-tiled.

I would definitely come back here. Based on the changes from my earlier review, I think the management is serious about reading comments and getting things fixed, and that means a lot to me, that customers are taken seriously.

  • Stayed: June 2013, traveled as a couple
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4  Thank PAULA P
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed May 21, 2013

We were in town for a family event, who insisted this was the best and closest hotel in the area.

For the rates, we were highly disappointed. Our average nightly rate was over $122/night (not including taxes). The rooms were mediocre, at best. We know this is the NE, and things are just smaller and more expensive here - but the upkeep and comfort was really lacking.

Just some examples in our room:

- The fire suppression sprinkler head in our room was missing its covering, just a big hole in the ceiling.
- The bathroom counter was falling apart
- The door lock kept failing - we went through 5 different keys in our stay, each time the staff insisting it was keeping the keys near our cell phones. Even when we never placed them in our wallets/purse - they still failed! We were locked out of room on way too many occasions.
- Our refrigerator never got cold enough to keep bottled water chilled.

And let's talk about the beds - they were terribly uncomfortable. I've seen comments from management around the web saying they were in process of replacing all mattresses as part of their updating. I have no clue if our room had old or new ones. If they were the old ones - they need replacement ASAP. If these were the new ones - really? You couldn't get decent mattresses?? These things are definitely the bottom of the barrel cheap variety.

The walls are also paper thin - we could hear our neighbor's every word to each other, including their phone calls. (Which meant they could hear ours too.) And we could hear every step in the hallway all night long.

The morning hot breakfast buffet was nice - but after two mornings, grew quite old with the limited selections. And after paying an inflated rate for our Saturday night stay, we were very disappointed that there were *less* options on Sunday morning than any other day! Really wished for more healthy options like fruit, yogurt, oatmeal, etc. Only so many morning's in a row that scrambled eggs and potatoes are interesting.

If we had paid half the rate, this would be more in line with our expectations. But at the prime rates they're charging - the expectations are just higher.

  • Stayed: May 2013, traveled as a couple
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2  Thank Serolynne
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
bwolympicinn, Owner at Best Western Olympic Inn, responded to this reviewResponded June 10, 2013

Dear Serolynne,

Thank you for your recent stay at our property.
We are very proud that your family member insisted we ARE the best in the area. Our returning satisfied, happy guests think so too, and we have heard that before so thank you. We are family owned and operated. We strive to treat each guest like family, we believe this practice of providing outstanding service and superior customer care is what sets us apart from our competitors.
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.
Thank you for reporting the issues in your room, I wish we could've addressed them while you were here but I don't have a record of you reporting any of these to the front desk staff to alert maintenance or housekeeping to recify ANY problem in your room. Another option would have been to offer you a different room to your complete satisfaction.
Hotels always face the dilemma when purchasing mattresses of which level of firmness to buy. Some guests prefer a firmer mattress. We are sorry if this was uncomfortable for you. It is NOT bottom of the barrel cheap variety as you describe.
Your room rate is in line with comparable hotels in the area and less than the casinos and Mystic. Keep in mind you stayed on a weekend which is the highest in demand and therefore higher rates; supply and demand. If you can adjust your traveling to off peak times, you will enjoy the savings. We do include extra ameneties other hotels charge for: FREE unlimited breakfast buffet with extended serving times of 7 am - 11:30 am, FREE Mohegan Sun Casino shuttle service, FREE wired and wireless internet, FREE coffee and cookies. These "extras" that would add to your bill at other hotels make us a outstanding value.
I hope that you will consider staying with us again so that we can have another chance to provide you with a superior experience.

If I can provide any assistance, please don't hesitate to contact me directly at 860-445-8000.


Sincerely,

Mr. Christie Armaos
Vice President / Owner
BEST WESTERN Olympic Inn

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed April 21, 2013

The room was average. Did like the distance to Mohegan Sun. The breakfast was terrible. There was no food available when we went to eat at 8:30am. The scraps in the hot trays were hard and stuck to paper. NO fruit or cereal as mentioned. Very dissatisfied
Note: Did not like the easy access in and out of the hotel. There should be cards to swipe in and out.

  • Stayed: April 2013, traveled as a couple
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Review collected in partnership with Best Western
2  Thank MMc621
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
bwolympicinn, Owner at Best Western Olympic Inn, responded to this reviewResponded June 10, 2013

Dear MMc,

Thank you for your recent stay at our property.
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.
The breakfast buffet is attended and kept stocked by our staff, you must have been there at a busy time, I'm sure the trays were replenished within minutes. We do have fruit and cereal, milk and juices available at all times. They are on the right of the hot trays, not on the same side as the main buffet. I'm sorry you missed them, they are always there. We do get alot of compliments on our free breakfast buffet. We do include extra ameneties other hotels charge for: FREE unlimited breakfast buffet with extended serving times of 7 am - 11:30 am, FREE Mohegan Sun Casino shuttle service, FREE wired and wireless internet, FREE coffee and cookies. These "extras" that would add to your bill at other hotels make us a outstanding value.
I hope that you will consider staying with us again so that we can have another chance to provide you with a superior experience.

If I can provide any assistance, please don't hesitate to contact me directly at 860-445-8000.


Sincerely,

Mr. Christie Armaos
Vice President / Owner
BEST WESTERN Olympic Inn

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed March 14, 2013

  • Stayed: March 2013, traveled with friends
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Review collected in partnership with Best Western
1  Thank Lynne G
This review is the subjective opinion of an individual traveler and not of TripAdvisor LLC nor of its partners.
Reviewed March 7, 2013

The overall stay was nice, Staff was courteous and helpful. Room was clean. Only complaint would be about maintenance or should I say lack of maintenance. There was at on time a water leak above the room at entrance and at bathroom. The ceiling had not been repaired or painted. This didn't affect stay, just looks bad. I would stay here again if the need arises. Overall a pleasant stay.


  • Stayed: February 2013, traveled with family
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Review collected in partnership with Best Western
1  Thank dann99
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
bwolympicinn, Owner at Best Western Olympic Inn, responded to this reviewResponded April 12, 2013

Dear Dan,

Thank you for completing the survey regarding your recent stay at our property.

Your business is very important to us and we value your feedback. By telling us what you liked about your stay and how we can improve, you are helping us deliver a superior experience for you and other guests in the future. Thank you for pointing out the issues in room 328, our mainternance crew has addressed each of these.
We would also like to inform you of some exciting improvements to our property; we have just finished installing brand new 32" LCD Flat Panel TVs and brand new carpeting in all of our rooms, new ergonomic executive chairs in our rooms with desks, in the process of replacing all our mattress sets, and coming up all new furniture in our rooms. In our fitness center, new equipment has been added. Our lobby is scheduled for an all new updating next; walls, carpeting and furniture. Also, we have a new courtesy shuttle van. As a previous guest, we are genuinely devoted to keep you coming back by continuously improving our product; our rooms and service to you.

Thank you again for taking the time to complete the survey. We appreciate your loyalty to our brand.


Sincerely,

Mr. Christie Armaos
Vice President / Owner
BEST WESTERN Olympic Inn

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed February 9, 2013

My husband and I and another couple chose this hotel because of the shuttle service to Mohegan Sun. The hotel room is a great value for the price. We made full use of the jacuzzi and there was a new TV in the room. Unfortunately, because of the blizzard, we were stranded hotel bound for the day and didn't get to do our touristy stuff as planned... However, we were thoroughly impressed with the staff, more specifically, the staff within the attached restaurant, Flanagan's. Even though the hotel briefly lost power, one of the chefs came out and took orders for sandwiches. We had traveled a long way and were starving and were initially told there was no food but then the cook went above and beyond and was very friendly and helpful. We had a dinner the following night and it was fantastic.
We will definitely be back.

  • Stayed: February 2013
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2  Thank sannec91
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
bwolympicinn, Owner at Best Western Olympic Inn, responded to this reviewResponded February 15, 2013

Dear Recent Guest,

Thank you for your recent stay at our property. We appreciate your nice comments on our staff, particularly our restaurant Flanagan's, and Mike S in the kitchen. We were just trying to make our guests comfortable during the storm as nobody could leave and go anywhere. We are fortunate to have such a tremendous staff and fortunate to have a hotel to let them stay in our rooms during severe weather so we'll be staffed. We strive to treat each guest like family, we believe this practice of providing outstanding service and superior customer care is what sets us apart from our competitors. We look forward to seeing you again for your next stay.
Your business is very important to us and we value your feedback. By telling us what you liked about your stay and how we can improve, you are helping us deliver a superior experience for you and other guests in the future.
We would also like to inform you of some exciting improvements to our property; we have just finished installing brand new 32" LCD Flat Panel TVs and brand new carpeting in all of our rooms, in the process of replacing all our mattress sets, and coming all new furniture in our rooms. In our fitness center, new equipment has been added. Our lobby is scheduled for an all new updating next; walls, carpeting and furniture. As a previous guest, we are genuinely devoted to keep you coming back by continuously improving our product; our rooms and service to you.
If I can be of any assistance in the future; please don't hesitate to contact me directly regarding discounted room rates or anything at all at 860-445-8000. Please mention you are a returning guest. We hope you will come back and see us again soon.

Thank you again for taking the time to comment on your stay. We appreciate your loyalty to our brand.


Sincerely,

Mr. Christie Armaos
Vice President / Owner
BEST WESTERN Olympic

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Best Western Olympic Inn

Address: 360 Route 12, Groton, CT 06340-2930
Phone Number:
Location: United States > Connecticut > Groton
Amenities:
Business Center with Internet Access Fitness Center with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Restaurant Room Service Shuttle Bus service Swimming Pool Wheelchair access
Hotel Style:
#3 Business Hotel in Groton
Price Range: $113 - $250 (Based on Average Rates for a Standard Room)
Hotel Class:3 star — Best Western Olympic Inn 3*
Number of rooms: 140
Reservation Options:
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Also Known As:
Best Western Olympic Hotel Groton
Best Western Groton
Groton Best Western

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