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:
• Unresponsive and unhelpful front desk and management staff, who demonstrated little interest in addressing the concerns I raised.
• A malfunctioning shower handle, which was loosely held together with putty. This made it impossible to control the water flow and temperature effectively.
• Poor drainage in the shower, which caused the bathroom to flood during use.
• 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.
• Unmade-up room despite repeated requests.
• 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.
