Best Western Hotels International, Inc. Informative - Not Satisfied - Room And Customer Service

Room And Customer Service

Review by TXMOM2010 on 2010-03-24

My spouse, me and another couple stayed at the Best Western beachfront inn in Galveston, tx during spring break. To start the first room that our friends were put in smelled like mildew, and gave my friend a headache within 15 minutes, the floor in the vanity area was sopping wet extending out into the room by the first bed. Maintenance tried to steam clean the area while they were in the room and sprayed something to get "rid" of the smell, which only made it worse. The hotel finally put them in another room right next door. Maintenance informed us that it was probably the tub leaking, which it did eventually the next day leak into the room they were moved to. They also put people in the first room after my friends were moved. The room my husband and I stayed in the door's paint was not completely dry (it was very sticky, tacky to the touch) and got on anything that touched it. It got on our clothes, hands, feet, and luggage. Anything that we used to prop the door open with. The maintenance man came and use paint thinner on it, and said that should work, and it still came off on anything that touched it for more than a few seconds. We had to make sure none if the younger children got close to it. We also parked our vehicle in the covered garage area because they had signs posted that there was video surveillance. Our vehicle was vandalized so the constable on site that night talked to the hotel staff and they said that they couldn't review the video until the next morning.

So my husband and I went down the next morning, my husband still very upset about the incident, to review the video. The lady at the front desk was loud rude and eventually told my husband he needed to shut up! She finally got the general manager on the phone which at that time we were informed the cameras did not work. That was very upsetting cause it had left us with a false sense of security if we parked in the covered garage. Had we known this we would have parked out in the parking lot were our vehicle could be seen by all the rooms that were facing that lot. It seemed like everyday it was something different. On our last night there we had to move one of the beds to retrieve a cell phone that was dropped and went into the box built for the frame to the bed. As we lifted the mattress on the side facing the box spring there was dried up blood on it. Then, as we moved the box spring we noticed mildew on the wall at the head of the bed. This just took the cake!!! The hotel said they would comp us one night for just one room for the paint ordeal. We have been charged for the rooms and have yet to get our one night comp.

Overall their customer service was very poor and the rooms well you see how well those are. This experience has ruined us from staying at any Best Western ever again. We got home and tried calling everyone we could think of, all the way up to the president, and all we got it sorry to hear about all this. It all sounds like an isolated issue.... Not from what I have read on any reviews written. Our stay in Galveston was less than enjoyable. We all were looking forward to going to Galveston and to be staying on seawall blvd on the beach, just to leave feeling let down by our whole experience at this hotel. If you plan on going to Galveston do not stay at this hotel.