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New! Pay for your stays in 3 instalments with NO FEES from €50 Learn more
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was very disappointed with the condition of our room and the lack of follow-up from management. The TV did not work for our entire stay. We contacted the front desk and someone came to try to fix it, but they were unable to get it working. I requested to speak with a manager on Sunday regarding a credit, and it is now Thursday and I still have not received a call. The bathroom also had several maintenance and cleanliness issues. There was graffiti/tagging written on the shower rail, the towel rack was noticeably bent, the bathtub was heavily scratched and stained, and there was dark staining/possible mold or mildew around the tub and wall area. The shower curtain was also damaged and fraying. I took photos documenting these conditions. I understand that this is not a luxury property, but I still expect the room to be clean, properly maintained, and for basic amenities such as the TV to work. What has been most disappointing is that I specifically asked for management to contact me and no one has followed up several days later. I am requesting an appropriate partial refund or credit for the condition of the room, the unusable TV, and the lack of response from management.
We are fans of Best Western hotels, and this was the second time we stayed at this location, mostly due to location and price, but we will never stay there again. The biggest issue is THE LACK OF SECURITY. Access to guest rooms is UNRESTRICTED. Anyone can walk off this busy street into the courtyard. But that's not the biggest concern. Two rooms across from us were having a party on a recent Saturday night, and it was loud, getting louder by the minute. We called the front desk to request their assistance in addressing the situation. The phone rang unanswered for ten minutes. Excuse: "I had to address matters in our stock room."
Thank you for your feedback and for choosing to stay with us again. We truly appreciate your loyalty to Best Western. We're very sorry to hear about your recent experience, particularly regarding the noise disturbance and your difficulty reaching the front desk. That is certainly not the level of service we aim to provide. While we do have staff available at the front desk 24 hours a day, we regret that we were not immediately accessible when you called, and we understand how frustrating that must have been. Your concerns about security and guest access are also taken seriously. We understand how important a safe and comfortable environment is for every guest. As part of our ongoing efforts to improve, we are currently looking into adding a secured door to the staircase as an additional safety measure, along with reviewing our overall security protocols. We are also reinforcing procedures to better monitor guest activity and respond more quickly to noise concerns. We regret that this experience fell short of your expectations and that we lost your trust. We hope you might consider giving us another opportunity in the future to provide you with the safe, quiet, and enjoyable stay you expect from us.
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