Unfortunately, my experience from May 25 to 28, 2025, ranks as the worst hotel stay I have had in over thirty-five years of travel, marred by multiple serious and unresolved issues that began at check-in and continued through check-out.
The problems included:
โข Unresponsive and unhelpful front desk and management staff, who demonstrated little interest in addressing the concerns I raised.
โข A malfunctioning shower handle, which was loosely held together with putty. This made it impossible to control the water flow and temperature effectively.
โข Poor drainage in the shower, which caused the bathroom to flood during use.
โข A strong, musty, and moldy odor in the room, likely due to inadequate maintenance. This was made worse by an overly sweet-scented spray that failed to mask the underlying smell.
โข Unmade-up room despite repeated requests.
โข Despite these significant problems, staff refused to offer a room change or refund.
This level of service and room condition is wholly unacceptable and falls far below the standards I expect from a SureStay Plus, a Best Western property. I have numerous photos documenting the issues raised in the bullets.
Given the severity of these issues, especially during a holiday period when alternate accommodation was unavailable and a refund was refused, I requested a full reimbursement for my stay and am awaiting a response. A lack of customer care, physical discomfort, and negative impact on what should have been a pleasant visit.