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“Elevators need some work”

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Best Western Royal Plaza Hotel & Trade Center
Ranked #4 of 10 Hotels in Marlborough
Swanton, Vermont
Level Contributor
42 reviews
23 hotel reviews
common_n_hotel_reviews_1bd8 28 helpful votes
“Elevators need some work”
Reviewed August 21, 2012

3 out of 4 elevators really need work before someone gets injured!! Bar needs to stay open till 200am... Really closing at 1100 when it's full what kind of management is that? And really when you know that you are sold out with a tournament keep the kitchen open past 1000. Pillows need serious upgrade we had to go to store to purchase our own!!

And while breakfast may be added to the room it would be nice if the eggs were actually edible. The only thing edible on the buffet was the coffee.

  • Stayed August 2012, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank cbonnette
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
rickskinner60, General Manager at Best Western Royal Plaza Hotel & Trade Center, responded to this review, September 12, 2012
We are currently making any necessary repairs to hotel elevators. We appreciate your stay and feedback regarding the hotel and I will include your notes in our training meetings where we assess our areas of improvement including breakfast and restaurant hours.

Thank you,
Rick Skinner
General Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Rating summary
  • Location
  • Sleep Quality
  • Rooms
  • Service
  • Value
  • Cleanliness
Traveler tips help you choose the right room.   Room tips (80)
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English first
Evanston, IL
Level Contributor
12 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 2 helpful votes
Reviewed August 10, 2012

My wife and I have been staying at this hotel for several years. We attend the NGH convention yearly and stay 3 nights. The hotel is showing signs of age, but is generally very clean. The room that we checked into today is located in a nice quiet location away from the elevators. We were disappointed to find the bathroom counter cracked and uneven, the tub stopper broken, and two lamps with burned out bulbs. We called the front desk and maintenance immediately replaced the bulbs. The polite maintenance staff informed us that they couldn't fix the counter or the bathtub plug since they were major repairs. There were no other rooms available. My wife was looking forward to soaking her sore knee, so I asked the maintenance staff to come up with a creative way to keep the water in the tub. One of the men found a new toilet flapper to plug up the tub. OK, it isn't a 5 star hotel solution, but it seems to work. The counter looks pretty bad, but it's clean. I would like a credit for this inconvenience. What's so sad is that the staff seems top notch, probably making excuses constantly for sub-standard room conditions. The internet password should be changed more frequently. It has the same password for over 3 years. The size of the room is excellent for our needs.

Room Tip: Ask if there's a convention at the hotel. The room location can make a difference between a goo...
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  • Stayed August 2012, traveled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Ian L
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
rickskinner60, Manager at Best Western Royal Plaza Hotel & Trade Center, responded to this review, August 13, 2012
We greatly appreciate your loyalty over the years of staying with us at our hotel and look forward to your next visit with us as well! We’re glad to hear you found our rooms very clean and maintenance staff prompt. Please contact me before your next visit.

Thanks again!
Jeff Kerrigan
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Alpena, MI
Level Contributor
100 reviews
25 hotel reviews
common_n_hotel_reviews_1bd8 39 helpful votes
Reviewed August 6, 2012

This is a curiously large facility and hotel in a tucked back location. My guess is that at one time the owners saw it as a drawing card for convention business. I can see that to maintain profitability in such a large building must be difficult. We stayed there for 4 nights in a pleasant enough room. The staff ranged from helpful and friendly to "where the heck did you find him"??? and our experience ranged from there. Breakfast was good but after watching the "goings on" with the breakfast staff for 4 mornings and as a business owner, I would fire several people. Manager Rick - you know who I am speaking of (or you should).

The hotel is in the process of doing some updating such as new flat screen TVs which is good. If they keep at it - it will help. There is something however, wrong systematically. They lack attention to detail and the staff seem uncorrdinated in a very large hotel which is the opposite of what you need in a structure that size. A small for instance - WHY would the managers let tour buses park crossways in the parking lot, one row from the door overnight?? As a result, we got in late and had to park in row ??? behind a heard of tour busses to get to the front door WHY??? It happened at least twice if not 3 nights. Tour busses ALWAYS park beyond customer parking - I know I drive one. Wake up - you could be great!

Bottom line: would stay again IF the price was right.

Room Tip: Ask to be put away from groups
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  • Stayed July 2012, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank TBTSM
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
rickskinner60, General Manager at Best Western Royal Plaza Hotel & Trade Center, responded to this review, August 7, 2012
Dear Guest,

Thanks for staying with us on your recent trip. We appreciate your business and glad you enjoyed your room and noticed our updating efforts. We are continually making updates across our large facility to continue a positive experience for our guests. I appreciate your feedback concerning the smaller details that can help us run more efficiently and will bring this to our staff’s attention. We feel the amenities and location of our hotel provides an exceptional value for the price and hope you will stay with us again during your next visit.

Thanks,
Rick Skinner
General Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Utica, New York
Level Contributor
113 reviews
49 hotel reviews
common_n_hotel_reviews_1bd8 41 helpful votes
Reviewed August 5, 2012

My family stayed at the Best Western while attending a nearby hockey tournament. The room was clean and fairly modern. The food in the restaurant was very good with very friendly service. The bartender at the lobby bar left a lot to be desired. He made it seem like we were putting him out by ordering drinks. The hotel is walking distance to many restaurants and stores. The biggest negative at this hotel is the elevators. They are slow, loud and seem like they are breaking down.

  • Stayed August 2012
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank amjs13501
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
rickskinner60, General Manager at Best Western Royal Plaza Hotel & Trade Center, responded to this review, August 7, 2012
We’re very glad to hear you experienced friendly service and enjoyed your stay with your family. Thanks for staying with us and for telling us about it here. We look forward to having you again soon!

Sincerely,
Rick Skinner
General Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Level Contributor
4 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 5 helpful votes
Reviewed July 30, 2012 via mobile

I got a great deal from Hotels.com for the past weekend. From the outside the hotel looks pretty good and then you step inside to a dated lobby which was OK as it looked clean enough. The front desk people were polite so no issue there. There are 4 elevators and not one of them was very quick. It took them forever and when we did get on them there was no air conditioning which made them hot and somewhat unbearable at times. They made an awful grinding noise as they slowly moved to each floor. We had to go to the third. Opening the door to our room was not easy as both of our cards never worked really well so it took seversl tries to get the door open. The door never closed you had to slam it closed. The room was really hot and the air conditoner wasn't working very well so the room was hot and muggy much like the elevator. It was not a comfortable first night. I had a requested a fridge and of cours there wasn't one in our room. The TV was a nice size flat screen but with clarity issues. It was difficult to see the picture. The room in general looked very beaten up. The hotel is in need of an update. On three different occasions and different times of the day we found the wait staff in the hotel restaurant to be rude so we figured they didn't really want our business so we out of the hotel to eat. Overall the deal I got on line was not worth it and will not return again.

Stayed July 2012, traveled with family
Helpful?
3 Thank Sharonrice
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
rickskinner60, General Manager at Best Western Royal Plaza Hotel & Trade Center, responded to this review, August 7, 2012
Dear Guest,

We appreciate your feedback from your recent stay. We are pleased to hear that you found the staff to be polite. We are sorry to hear your keycard and cooling unit issues. We encourage all guests to bring any issues or concerns with your room to our front desk staff who are friendly and can help assist you. We are in the process of making several improvements throughout our hotel and hope that you will stay with us again to see them.

Thanks,

Rick Skinner
General Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.

Travelers are raving about these Marlborough hotels

Dighton, MA
Level Contributor
160 reviews
23 hotel reviews
common_n_hotel_reviews_1bd8 83 helpful votes
Reviewed July 12, 2012

Got a great deal on Hotwire.com $73 tax included. Adequate room , hotel is a little dated, but staff is excellent! Breakfast coupons were included and breakfast buffet was good with excellent service! Hotel is located about a mile from Rt 495, many restaraunts in area! Overall we were very pleased with this hotel and do recommend it!

Room Tip: King size beds are available upon request/availability!
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  • Stayed July 2012, traveled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank jptreacy
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
rickskinner60, General Manager at Best Western Royal Plaza Hotel & Trade Center, responded to this review, August 2, 2012
Dear Guest,

Thank you for recommending our hotel! We appreciate your business and are pleased to hear that you enjoyed your room and excellent staff. We hope this great stay you experience will lead you to stay with us again the next time you are in town.

Thanks,
Rick Skinner
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Boston, Massachusetts
Level Contributor
3 reviews
common_n_hotel_reviews_1bd8 2 helpful votes
Reviewed July 9, 2012

My son and I stayed here a few weeks ago for a soccer tournament close by. We requested early check in and when we arrived our room was ready. The staff was very attentive to our needs.

The room was clean and comfortable. The room had a tube TV so they could use a little updating there.

The free breakfast was MUCH better than expected.

It needs to be noted that like us, people use this hotel for weekend or overnight stays for sporting tournaments.I had read previous reviews about noisy kids but seriously, they're kids and were just having good clean fun. There is an 11:PM curfew which is strictly enforced.

On a side note, I am not sure if the grill in the lobby is associated with the actual hotel but it was horrendous. At dinner time we waited 20 minutes for sometime to take our order and another 45 just to get our food which was terrible. I have no idea how it could have taken so long considering there was like four other people in the restaurant. The server was unapologetic and smelled like she just chain smoked cigarettes on break.

All in all - the place is clean and comfortable but avoid the grill (not to be confused with the free breakfast) at dinner time by any means neccessary.

  • Stayed June 2012, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank wmath1975
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
rickskinner60, General Manager at Best Western Royal Plaza Hotel & Trade Center, responded to this review, August 2, 2012
Dear Guest,

We appreciate your recent stay with us for your nearby soccer tournament. Our hotel is very accommodating to large groups and we’re glad you enjoyed our clean rooms and free breakfast. While we partner with the restaurant on site, there is a separate management entirely for the restaurant. However, I will be sure to pass along your feedback regarding the service to them so that they utilize it in employee training. Thanks again for your stay and we look forward to hosting you again soon!

Sincerely,
Rick Skinner
General Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Best Western Royal Plaza Hotel & Trade Center

Property: Best Western Royal Plaza Hotel & Trade Center
Address: 181 Boston Post Rd W, Marlborough, MA 01752-1840
Phone Number:
Location: United States > Massachusetts > Marlborough
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Swimming Pool Wheelchair access
Hotel Style:
#3 Business Hotel in Marlborough
Price Range (Based on Average Rates): $$
Hotel Class:3 star — Best Western Royal Plaza Hotel & Trade Center 3*
Number of rooms: 431
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Also Known As:
Best Western Royal Plaza Hotel And Trade Center
Best Western Royal Plaza Hotel & Trade Marlborough
Marlborough Best Western
Best Western Marlborough

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