Bangor Aviator Hotel, BW Premier Collection

Abandoned at 11 p.m. After Being Given a Pet-Smelling Room — Very Poor Customer Service ⭐ 1 star My husband and I arrived at the Bangor Aviator Hotel, BW Premier Collection at approximately 10:30 p.m. on June 29 after traveling all day from San Antonio, Texas. When we entered our room, it had a very strong smell of pets. We immediately contacted the front desk and asked to change rooms. We were initially told the hotel was sold out and there was nothing they could do. After speaking with a supervisor, the solution offered was to give us a can of spray so that we could spray the room ourselves and spend the night. That was completely unacceptable. We declined, cancelled the reservation, and asked the front desk for help finding another hotel. We were told they did not do that. We asked if they could provide transportation to another hotel. Again, we were told they did not offer that. So, at approximately 11 p.m., after traveling all day, my husband and I were left with nowhere to stay. We had to return to the airport, obtain a rental car, and drive around looking for another hotel that could accommodate us. We incurred the additional expense of the rental car as a result. The following day, I contacted Best Western customer service and was told my complaint would be escalated. I also had another reservation at this hotel for August 7, so I specifically asked for assurance that I would have a pet-free room. Initially, I was told they could not guarantee that because they could not identify which rooms had housed pets. After multiple phone calls and emails during my vacation, I was eventually told the hotel no longer allowed pets and that I would have a pet-free room. Because I could not find another suitable accommodation, I ultimately stayed there on August 7. I repeatedly asked Best Western to provide reasonable compensation for the June 29 incident, including consideration for the rental car and/or the subsequent stay. After numerous calls and emails, my case was closed and the final offer was a $75 gift card. I have stayed with Best Western many times and expected a much higher level of customer care. This was not simply a room that smelled unpleasant. It was the lack of assistance when two exhausted travelers were left without a place to stay late at night, followed by the expense, inconvenience, repeated calls and emails, and ultimately what I consider an inadequate response from Best Western. I cannot recommend this hotel based on my experience, and I strongly encourage travelers to consider other options in Bangor.

Can't beat the location! The hotel itself is definitely a bit dated and could use some updating, but it was very clean! I will say, it is a fairly noisy hotel. The walls are quite thin. We heard everything from outside noise airport and road noise, to the couple across the hall who having a great time 🤦‍♀️🤣 So, I would recommend ear plugs. That said, we would definitely stay again!

This hotel is all about convenience. If you've got an early morning departure or you're landing late after the rental car counters have closed, the location is unbeatable — you can walk straight from the terminal to the lobby through a covered elevated walkway without ever stepping outside. For timing alone, it earns its keep. Beyond that, the property shows some wear. The rooms are clean and functional, but scuffed surfaces and tired finishes make it clear the place has seen a lot of traffic. The walls are thin enough that you'll hear more than you'd prefer — including your neighbor unzipping their suitcase, which is not exactly the ambience you hope for when trying to sleep. It's a perfectly serviceable stop when proximity matters, but comfort and quiet aren't its strongest points.

On checking in, we met the nicest lady, Rose. She ran the front desk and checked us in. She said she was originally from San Francisco but knew she wanted to live in Maine since she was in the 6th grade. She was so kind and helpful. She gave us recommendations and made the check-in process go smoothly. The hotel is attached to the Bangor Airport. It's a decent hotel to stay after a long flight. The room was clean and comfortable. Your parking for this hotel is part of the airport parking, so you are charged to park but the hotel front desk will validate and give you some money back. There is no free breakfast but there is a restaurant, Tailwinds, in the hotel to eat.

The staff at this Best Western was the friendliest and most helpful we have experienced in YEARS!

Room 703 only has double beds. The toilet seat is discussing. Bathroom walls dirty.

Dear New Castle Hotel and Resorts Manengemt. Your Sweet Rose that works at the front desk gave me your info and encourage me to make the complaint. I am writing to formally express my concern about an experience I recently had at the Bangor Aviator Hotel, where I am a regular guest at the restaurant and have always enjoyed the food and service. Unfortunately, I had a deeply troubling experience involving your General Manager, LaTasha. On one occasion, I overheard her speaking on the phone in a public area of the hotel, where she was making inappropriate and unprofessional comments about staff. Specifically, she stated that she "hates half the staff here" and "wants to get rid of most of them." More disturbingly, she also made a comment to the effect of "I hate Black people." This was shocking and deeply offensive to overhear, and completely unacceptable from anyone — especially someone in a leadership position. On a separate visit, I encountered a waitress who was rude and unfriendly. When I called the hotel to express my concerns, I was transferred to LaTasha. Instead of addressing the issue professionally, she told me that if I wasn't happy, I should stop eating there, and accused me of lying. She then defended the employee (whom she said was her sister), and stated that she intends to promote her once she removes much of the current front desk staff. I found this entire experience highly unprofessional, inappropriate, and frankly, discriminatory. It has left me very uncomfortable returning to a place I previously enjoyed and frequented often. I am requesting that this matter be taken seriously and reviewed by upper management or ownership. I believe your guests and your staff deserve leadership that models respect, inclusion, and professionalism. My understanding 50-75 percent of the staff is not happy there since she became GM. Please let me know how this issue will be addressed. I would appreciate a follow-up once it has been reviewed. Sincerely, Liz tucker

This hotel is so convenient if flying into Bangor. We arrived at 10 pm after flying from the West Coast and were ready to relax. The hotel is right across the street from the airport, with a 2nd floor enclosed walkway. The next morning we crossed the street to the car rental booth, then back behind the hotel to find our car. This was so quick and easy. Nothing like most airports. The hotel is quite lovely. There is a pool and gym, which we did not have time to use and a restaurant where you can purchase a full breakfast. Everything was clean, quiet and well-decorated. We could have stayed longer, but were headed Way Down East.

I had low expectations and was pleasantly surprised. The hotel is incredibly convenient, just across the street from airport baggage claim/car rental. Our stay was only 1 night - we had late arrival into Bangor and did not want to drive to our ultimate destination until the morning. There is a restaurant and exercise facility; we used neither. There are small snacks available for purchase at front desk. Check-in was slow because there was no one at the counter (I think they were on a break). But the service, once available, was very good. The hotel decor is aviation-themed but not over-done. The room was spacious and clean. My one negative comment is that the bed was too soft.

If you have an earlier morning flight this place is perfect. For an older hotel it was nicely updated. Rose at the front desk was efficient and welcoming.

Very convenient to airport. Pleasant staff that moves quickly through check in. Big rooms although a bit dated. Quiet even though directly across from the airport.

Hotel was terrible. Infested with bed bugs. GM refused to refund us and claimed we were making it up! I was just happy to be on my flight and away from that dump!

We chose Avitor Bangor Hotel for its convenient location right next to the airport, but it's clear the pricing is based solely on proximity, not quality. For nearly $300 per night, we expected a comfortable, well-equipped room, but instead found a dark, dingy, and extremely outdated space. There were no basic toiletries provided, not even hand soap or lotion, which is unacceptable at this price point. No body wash?! The pillows were not actual pillows, but rather flat, square pads that felt as if they were stuffed with straw. Overall, the accommodations felt neglected and far below what a traveler should reasonably expect for the rate charged. If we return to the area, we would rather take a short drive or Uber to a better-maintained hotel with modern rooms and standard amenities. Unfortunately, this stay was not worth the cost, in my opinion.

I am writing this five stars, not because it's the most luxurious hotel I've ever stayed in, or to say that it had over-the-top amenities, but simply by remembering the old real estate adage of location, location, location. This was extremely convenient for me to walk right across to my hotel after a long and tiring flight. In the morning, I was able to quickly get my rental car and leave quickly. The bar and restaurant area was also nice, and it was good to have a martini at the end of the day. Highly recommended if you're coming in to Bangor on a tight schedule.

Check in was so easy at 12:40 am after a long flight. The bed was the most comfortable hotel bed I've ever slept on. Although the restaurant wasn't open for breakfast, the hotel did provide a continental selection. The hotel also offered a selection of items to eat in your room (microwave). Aviator is connected to the Bangor Int'l airport via a sky bridge, which makes connecting flights easy. Parking is offered, which we didn't use. The airport has a good restaurant for breakfast as well as other meals, but we forgot that option. There is a very nice gift shop in the airport that is open fairly early, and late. Our home is 1-1/2 hours from the airport, so staying after a very long day of travel was a no brainer, however, if I was to stay for any other trip to Bangor, I will choose the Aviator for that stay, it is close to shopping and downtown for events. An easy cab ride or Uber away.

While traversing through Maine, we needed a hotel and seen the aviator. This place was really cool! Great sleep, staff was pleasant! The price wasnt too terrible either, the lobby feels really posh. It was super clean, that was our main concern. 10/10

Was really surprised and happy with my stay. Wasn't expecting much , but hotel was clean , modern and QUIET. Highly recommend. Was able to return my rental car the night before my flight and simply walk to terminal. In fact it would be possible to take your baggage over , then return to your room until closer to boarding time.

We only stayed one night but it was well worth it! Our room was very clean, bed was very comfortable (I prefer soft beds) and give you complimentary 2 bottles of water. The room had a coffee aker,refrigerator and microwave. The only disadvantage was a small bathroom, but not bad.

If you are flying out of Bangor this hotel is a good choice if not then look elsewhere for a better room experience. They spent some money fixing up the hallways and some parts of the rooms but left the most important part of the room untouched since the 80s which is the squeaky bed frames and poor mattress on a double not a queen bed. What I don't get is that anyone who says they know what the customer wants from a hotel room should know that a nice comfortable queen or king bed is what they desire for a good nights sleep not a small double bed with a squeaky bed frame and a cheap mattress. Also the flat pancake pillows are an issue as well. Not sure why they don't invest in some nice firmer pillows. You can stack up 3 pillows on top of each other and they are still flat. Ask for more pillows or better quality ones which we did but they don't have any extra or better ones they say. The restaurant is excellent and the staff are really good as well. This could be an excellent hotel but the small double beds, squeaky bed frames and fiat pillows have got to go.