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Best Western Royal Plaza Hotel & Trade Center
Ranked #4 of 12 Hotels in Marlborough
Reviewed 10 October 2013

We spent 4 nights at this hotel last week as part of an organized tour. Our room was quiet. I have to say that they have the WORST customer service ever. There were 7 - 8 tour busses there every evening and I know that most of them had continental breakfasts each day. They would only have 1 person working in this area to collect tickets, refresh food, etc. They constantly ran out of food and the staff, while not "rude", were less than accommodating.

Almost everyone in our group had problems with their electronic keys not working and had to get replacements. A friend found bedbugs - we did not.

When we returned from our first day trip, I stuck the key in the door - and thee door swung open. The maid hadn't closed the door properly.

The pool was cold.

I definitely would not go to this place again.

Room Tip: The only tip I have is STAY AWAY
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  • Stayed: October 2013, travelled with friends
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Thank Retta61
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
rickskinner60, General Manager at Best Western Royal Plaza Hotel & Trade Center, responded to this reviewResponded 22 October 2013

Thank you for sharing your feedback. I’m sorry to hear you didn’t enjoy your stay with us. It is our goal to provide a great experience for guests and surpass their expectations. Your suggestions and concerns have been noted and I’ll be sure to address them during our next staff meeting.
Respectfully,
Rick Skinner
General Manager

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655 - 661 of 821 reviews

Reviewed 9 October 2013

Large hotel, but very quiet. Comfy beds. Good place for a large meeting or conference. Staff very accomodating. A little off the highway and not that easy to find, but worth the trouble. Nice bar area with a big screen tv.

  • Stayed: October 2013, travelled with friends
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Review collected in partnership with Best Western
Thank Bonnie U
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
rickskinner60, General Manager at Best Western Royal Plaza Hotel & Trade Center, responded to this reviewResponded 14 October 2013

Every guest can expect to find peace and quiet during their stay with us. We do whatever it takes to make your trip relaxing. Thank you for taking the time to share your experience and we hope to see you again soon!
Many thanks,
Rick Skinner
General Manager

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Reviewed 8 October 2013

This hotel was terrible. I attended a one day conference here. What I found was filth and disorganization. The restroom floors were literally covered in feces, as were some of the stalls. the tableclothes on the tables were stained and the rooms smelled like mold. We had 15 minute coffee breaks but there were no cups provided and no employees around. The hallways were junked up with carts of supplies and things appeared incomplete or half set up. Our presenter almost fell off the stage when he tripped over wires that were not properly hidden. The employees were polite and friendly but scarce. Overall I would never step foot in here again.

  • Stayed: October 2013, travelled on business
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1  Thank garden_runner
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
rickskinner60, General Manager at Best Western Royal Plaza Hotel & Trade Center, responded to this reviewResponded 14 October 2013

I’m glad our staff was polite and friendly, but surprised to hear about the rest of your experience. I can assure you that what you have described is not up to our high standards. Rooms are cleaned regularly, linens washed, supplies restocked, everything is done to make your event stand out. Rest assured, your experience will not happen again. Thank you for your feedback.
Respectfully,
Rick Skinner
General Manager

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Reviewed 8 October 2013

We recently stayed several nights at this hotel as part of a tour package. Judging by the coaches in the car park overnight, there were several other groups also staying. The room was Okay -clean, but basic. The problem was the dining experience in both the 'sports bar' in the evening and the restaurant at breakfast time. The staff were clearly incapable of coping with the number of guests staying and there was no evidence of any restaurant management at all. Without doubt this was the worst level of service we have received anywhere during many years of travelling throughout the US. My advice if you stay here: find somewhere else to eat.

  • Stayed: October 2013, travelled as a couple
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Thank kay_martin
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
rickskinner60, General Manager at Best Western Royal Plaza Hotel & Trade Center, responded to this reviewResponded 14 October 2013

Thank you for taking the time to share your feedback. I am sorry to hear about your experience in our restaurant. It is possible, as you pointed out, that we were understaffed that night which resulted in longer wait times. I have taken note of your concerns as we continue to improve all aspects of our facilities.
Many thanks,
Rick Skinner
General Manager

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Reviewed 4 October 2013

Internet quote was exceeded after the first night. Past experience was continental breakfast was included but not in this case and was quoted without explanation hence cost was excessive but later cancelled. Room was small but OK. Only one luggage rack when 2 could have been used. Chair worked.

  • Stayed: October 2013, travelled as a couple
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Review collected in partnership with Best Western
Thank Howard Jr. M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
rickskinner60, General Manager at Best Western Royal Plaza Hotel & Trade Center, responded to this reviewResponded 14 October 2013

We apologize for the misunderstanding. You can be assured of receiving the best experience/price and confidence in booking when you book at bestwestern.com as opposed to any third part site. Thank you for bringing this to our attention and we hope you will come again.
Best wishes,
Rick Skinner
General Manager

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Reviewed 3 October 2013 via mobile

A four star Best Western hotel this certainly isn't. Two restaurants only one of which is open at any one time. The main restaurant, only open for breakfast, is understaffed, short on food and pretty poor all round. There was no sausages available at breakfast. No coffee, and although the staff tried their hardest they could not cope. The Sports Bar & Grill was no more than a pub bar with pub grub. The hotel suspended the hotel shuttle bus one evening because they had two tours in the evening. This hotel is by no means of four star standard, I'd be pushed to give it a two star rating. Very disappointing.

Stayed: October 2013
Thank Barry Y
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
rickskinner60, General Manager at Best Western Royal Plaza Hotel & Trade Center, responded to this reviewResponded 14 October 2013

We are sorry you didn’t find your stay satisfactory. Hopefully you found your room comfortable and enjoyed the many amenities that our hotel offers in addition to two on-site restaurants. Thank you for your feedback.
Sincerely,
Rick Skinner
General Manager

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Reviewed 20 September 2013

This hotel is actually better than Best Western in Hagerstown, MD, the one we stayed a week before. It's bigger, nicer and cleaner. The fitness center is great, so is the pool. The fitness center has a good cool air running, unlike some of the fitness centers I went to during my trips. So hope they maintain the temperature the same at all time. My husband and I enjoyed our lunch and dinner at the restaurant, All Star Sports Bar & Grill. They served one of the best lobster roll and other seafood and fish dishes were delicious as well. If you can't find a place to eat around this neighborhood, just settle with this restaurant and you'll be fine. Free breakfast here is one of the best. Waiters/waitresses are all very good. The only thing I'd point out here is the waiting time to get the food. The wait was too long either with the crowd or without the crowd, lunch or dinner. The room is clean and a/c running well. If my husband decides to go back and do business here, we'll be staying at this hotel again. You'll enjoy your stay here *:)

  • Stayed: September 2013, travelled on business
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Thank NoraFrydman
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
rickskinner60, General Manager at Best Western Royal Plaza Hotel & Trade Center, responded to this reviewResponded 8 October 2013

Thank you for sharing your experience and recommendations. Our fitness center is always kept at the perfect temperature because nobody wants to exercise in a sauna. Making every aspect of your stay as comfortable as possible is our top priority. We’re glad you enjoyed it and hope you’ll come again soon!
Best wishes,
Rick Skinner
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about Best Western Royal Plaza Hotel & Trade Center

Address: 181 Boston Post Rd W, Marlborough, MA 01752-1840
Phone Number:
Region: United States > Massachusetts > Marlborough
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Swimming Pool Wheelchair access
Hotel Style:
#3 Business Hotel in Marlborough
Price Range: £91 - £133 (Based on Average Rates for a Standard Room)
Hotel Class:3 star — Best Western Royal Plaza Hotel & Trade Center 3*
Number of rooms: 431
Reservation Options:
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Also Known As:
Best Western Royal Plaza Hotel And Trade Center
Best Western Royal Plaza Hotel & Trade Marlborough
Marlborough Best Western
Best Western Marlborough

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