4/10 سيّئ
Poline
مسافر برفقة مجموعة
23 نوفمبر 2025
عناصر لم تنل الإعجاب: النظافة، والعاملون ومستوى الخدمة، ووسائل الراحة
We chose this hotel because it appeared very clean and well-maintained, and throughout our stay we were genuinely happy with the staff and the overall experience. Unfortunately, on the last day we found a dried cockroach on a towel. We called the front desk to have someone come take a look, but the response was unexpectedly rude. We were told it was “just a cockroach” and questioned about why anyone needed to check it.
At checkout we spoke with the manager, Nikki, who was polite and apologized, but then asked what we wanted her to do about it. We made it clear we were not asking for a refund or discount – we were leaving and simply wanted management to be aware so it wouldn’t happen to another guest. Instead, we were told that since we booked through a third party, we already received a discount, which felt dismissive and unrelated to our concern. She said she would speak with her manager and call us back within an hour, but we never received a follow-up.
We later contacted Expedia, who acknowledged that this is a serious issue and offered $25 in Expedia credit, which we can only use on a future booking. Ultimately, this ended up being one of the worst customer service experiences we’ve had from both Best Western and Expedia.
The two stars are for the kind and hardworking staff members we interacted with throughout most of our stay, but the way this situation was handled was extremely disappointing.
Poline
أقام ليلتين (2) في شهر نوفمبر عام 2025