Best Western Hotel-Port Huron, Mi Complaint - Bad Experience At Best Western
We rented a room at the Best Western on Water St., in Port Huron Twp., MI. from Sept. 26 through Oct. 5th while we were having home renovations done.
We were charged $55.00 night and $110.00 on the week-end. Our room was non-smoking. My initial observation was: the lobby area, elevator and hallways were extremely uncomfortable and hot. No air was in use. We were on 2nd floor-2nd to last at the end. The carpeting was extremely stained and dirty. It was evident that it hadn't been cleaned in a long time. The first time I put my entrance card in the door, it would not work. I had to turn around, walk back to the elevator with all my baggage, go to the desk and have card re-activated. (never even used!) I then had to wait for the elevator and walk back down the hallway to my room. The very 1st thing I noticed, was that the room although clean, smelled horribly of cigarettes. It upset my stomach. I am used to being around cigarette smoke, as my husband smokes, but never inside our home. This odor was overwhelming. We had no intention of sleeping at the hotel, only using the shower or tub. There was no way I could have stayed in that room over-night. There was a card on the dresser that said-the room was non-smoking, and that there would be an automatic fee assessed to an account if there was any smoking. This did not make sense to me-someone was smoking, heavily in that room and it wasn't me! I took a bath, and climbed into bed to relax. Around 10 am, there was a loud knocking on my door. As I responded "just a minute" (not fully dressed), my door opened and a female yelled in that she needed dirty towels. The top lock was on the door, so she could only open it a few inches, but wide enough for me to see her and her to see me. I was infuriated. I paid for privacy, and at NO time should an employee walk in an occupied room! I dressed and went directly to the manager, and advised him of the smoking smell and the episode of the "towel lady" walking in my room. He simply apologized.
Later that day, my son went to the hotel, and his room card did not work. He, too had to walk back to the elevator with baggage in hand, go to the front desk and have it re-activated. This issue happened on at least 10 different occasions. This was frustrating, as the hotel was informed of our extended stay.
The following day, a female employee came up to me, as I entered the hotel, and advised me that she sprayed freshener in our room. I asked her if it smelled like smoke to her, and she said that she was a smoker, and yes-it did smell like smoke. The only logical explanation is that the hotel employees did smoke consistently in this non-smoking room. My husband was only there 1 time and he did NOT ever smoke in that room. The room continued to smell heavily of cigarette smoke during our entire stay.
The room was kept clean with plenty of towels available. But, we were very dissatisfied with the inconvenience of the deactivated room card, and the smoke smell. I am also upset that an employee would barge into an occupied room without permission.
I paid almost $800.00 for our 9 night stay, and I definitely feel this was excessive. We would not consider using Best Western Hotel again because of these complaints. There was never any suggestion or offer for a discount or adjustment.
Port Huron, Mi