I stayed at this property several times 2-3 years ago on business and was very pleased with what this hotel had to offer. So, when thinking about a Labor Day getaway for my wife and me, I made reservations here for 2 nights, 8/30 and 8/31. Upon arriving, we were greeted cheerfully at the front desk. Very nice first impression. We were given our room key cards and proceeded to Room 223 which is the last room on the left on the 2nd floor. Great, I thought. We won't be hearing the elevator or ice machine noises in the middle of the night.
Upon entering, we both noticed that the bathroom reeked of tobacco smoke. I mean really bad. I had requested a non-smoking room and didn't expect this. Since the rest of the room smelled OK when the bathroom door was shut, I thought we could live with this.We left for dinner and returned around 8:00 pm ready to stay in for the night.
When attempting to lock the door, I noticed the dead bolt did not work. However, one still needed a key card to enter and I used the privacy lock at the top of the door so I felt reasonably safe. I then shut the drapes and noticed there was a fitting for a plastic air deflector but there was not an actual deflector. This means the airflow from the air conditioner went behind the drape instead of into the room. The temperature was still comfortable so we watched some TV and dozed off. By 4:00 am in the morning, it was starting to get uncomfortably warm so I placed a suitcase on top of the a/c unit to keep the drapes back.
Went down for breakfast the next morning and the spread they put out is good. Not gourmet, mind you, but there is cereal, scrambled eggs and sausage, bagels, toast, fruit, coffee and juices. Great feature. Before I left for the day, I notified the person at the front desk of the issues we had with the room; mainly the dead bolt and the lack of an air deflector. I watched her write them down and she told me that Maintenance would take care of everything. I asked if Maintenance was there on a Saturday and was told they were.
When we returned that afternoon, we were greeted by the same person who greeted us the previous day. When I entered the room, I noted that there was no air deflector and that the dead bolt still did not work. We showered and prepared to go out for dinner. On the way out, I told the person at the front desk about our issues and about the fact that we made the morning desk person aware of things. She said that Maintenance did not work on Saturday but she did see the piece of paper that listed my issues. As I was walking out the front door, she called and said she had found someone who could fix the dead bolt but that there were no air deflectors. OK, I thought, we'll just do the suitcase trick again and the door will be secure.
When we returned to our room, not only was the dead bolt not working but the key card lock was not fully locking the door. I called down to the front desk and was told to wait about an hour and someone would be there to fix it. I told the person that this was our mini vacation and I did not feel I should have to sit in a hotel room for at least an hour. I also felt we could not leave the room since anyone could enter. I told the front desk person I was checking out.
The front desk person never offered to provide us with another room. She did offer to see if I wanted her to see if she could get us into another of the Best Western hotels in Hampton Roads. It was late. I was tired. I don't know the area all that well and it was getting dark. I said no but no thanks and my wife and I drove home cutting our vacation short by a day.
On the positive side of this, the front desk person did not charge me for a second night which I thought was pretty good. In addition, after I contacted Corporate offices on a Sunday morning via email, I was contacted by phone that evening. They credited my rewards account with extra points which was a nice gesture. I also received an email from the hotel manager apologizing for the problems. These were really nice steps made by Best Western in an effort to keep my business and I really appreciate it.
What I don't appreciate is the fact that I was not told the truth concerning the availability of Maintenance. I also don't like going into a room that reeked of tobacco smoke. Would I go back to this particular hotel? With so many other options within 1 mile, probably not. I would give Best Western another chance at another location but would be very much on guard for problems.
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- Also Known As:
- Best Western Plus Newport News Inn And Suites
- Best Western Plus Newport News Hotel Newport News
- Best Western Newport News
- Newport News Best Western