Best Western Plus Holland Inn & Suites

So, I received an email from Kim Logsdon from Best Western, who wrote a nice email stating that they were sorry this happened and should not have happened, and they called pest control. She also offered her contact information to see if there was anything they could do. So I emailed and did not get a response. I then called and received a phone call back the next day. Not from Kim, but from someone else — not in corporate. He told me Kim had resigned, I’m not sure if I heard him correctly.
Anyway he stated he spoke to Corporate offices and asked if I was a BW Rewards Member, to which I responded, «No.» He then said, something to the effect of, «Well, if you are we can offer you rewards points.» I then responded, «As I stated, I am not a rewards, member, nor do I want to be. I think you need to speak to corporate again and see what resolution they can come up with. I don’t think paying close to $ 200 for a room with bugs in the bed is fair.» So he said he would speak to corporate and get back to me.
Do you think I’ve heard a peep from BW? Absolutely not. I just left another voice mail for them. You can see the email from BW I received:
Thank you very much for your direct and honest feedback. We appreciate any and all feedback as that is the only way we can truly improve.
On behalf of the entire team, I would like to deeply apologize for not exceeding your expectations. We are recently under New Hotel Management, where your guest satisfaction is very important to us. As soon as I read your review we contacted pest control and they came out immediately. This is completely not acceptable and has been addressed. Your feedback will definitely be used towards our improvements this is the only way we can ensure we offer a better experience for guests in the future.
If there is anything more we can do for you, please contact me personally by calling or emailing me at the contact information listed below. We do hope that we will be able to host you again sometime soon with a much more pleasurable stay!
Sincerely,
Kim Logsdon
Property Support Consultant, CCI
I would have given them another star if they had done a thorough job in follow up with customer service, but AGAIN, it was a pathetic attempt to in my opinion, try and at least make it appear that they do care.
Clearly, they do not care about customer care, attention to detail, nor keeping clean rooms for guests.
BEST WESTERN should get negative 5 stars in my book.
Poorly done. They wouldn’t even agree to give us a portion of our money back. Badly done.

LONG REVIEW! — We stayed for 2 nights. We asked if they allowed pets. They said they allowed pets. We decided not to bring our pet the 1^st night, but ended up bringing our blind 8 wk. old kitty for the 2^nd night. We were aware of a $ 25 fee. We checked in around 8:30 PM on 10÷12÷14. Our FD clerk Drew was very nice. The night mgr was somewhat helpful too.
The room was spacious & we were pleased with it. We saw that there was a spare lamp on the floor in a corner. We went to the pool area & couldn’t find towels. There were none there. Went to the FD to tell them about the towels & the lamp. They said they’ll remove the lamp & gave us towels. n the pool area, My wife used the shower in the pool restroom & said there was NO toilet paper. We didn’t think anything of it. We tested the temp of the pool & it was cold! The hot tub was wonderful!
Before we went to bed, I saw that one of the pillow cases had a stain or something on it. We didn’t let the FD know until the next day (10÷13÷14) when we went down for breakfast. We told the FD about the dirty pillow & they said they’d send HK up. My wife wanted OJ & what came out was apple juice. There were 2 apple juice ports & no OJ. We were going to have cereal, but there was NO milk! So we decided on the waffles, eggs & sausage. The eggs seemed like they were powdered eggs made into little flat circles & the sausage was barely edible. We went back to the room & I waked in the bathroom w/​my shoes on. I left a shoe print in there & didn’t now about it til my wife said something. We didn’t clean it up because HK would do it.
We came back w/​our blind kitten. The FD clerk said they had NO problem with the blind kitten & that there’s a $ 25 fee & we were fine w/​this. We got our pet settled & went to the pool. Again, there were NO towels in there & had to ask for them at the FD. I entered the pool restroom, there was NO toilet paper yet! We went back to the FD AGAIN to ask for TP! The FD clerk had to go upstairs to get a roll. The pool was MUCH warmer than the previous night. We were pleased w/​the temps of the pool & hot tub! We went back to the room & looked at the pillows, they were clean. However, HK never cleaned up the bathroom floor.
We awoke this morning. I decided to check more in depth the cleanliness of the room. I did the finger test across the top of the TV, lamp stands & pictures. All items had a layer of dust on them! My wife is an asthmatic & I don’t think a place should have THAT much dust in a room! The rooms SHOULD be cleaned thoroughly! We went to eat breakfast & yet again, there was NO milk, but the OJ was there! When we made our waffles, I saw the bin under the waffle maker hadn’t been cleaned since yesterday. The tables hadn’t been wiped either. Just a very disorganized & poorly maintained area. We went to the FD to talk w/​the clerk. We told him about the issues in the room, he said he wanted to see this first hand. We went to the room to get ready to leave. He came up & inspected the issues that we had w/​the room. He said he would need to speak w/​his General Manager who wasn’t on the premisses at that time (10:30 AM).
We got ready to leave & packed our car first. We took our blind kitten w/​us to the FD to checkout & also to see what the GM’s answer would be. The FD clerk said he hadn’t spoken with the GM yet. He also indicated the GM wouldn’t be in til 12 PM or 1 PM. The FD clerk said he couldn’t do anything for us & that the GM would be the one to do this. We said we’d await the call from the GM. We waited til 12:50 PM & decided to call the GM. I told him the issues. He said he wouldn’t be able to make the decision on his own & would have to call corporate. He said he’d hear back from them within 2 hrs. I ended up calling back at 3:12 PM. The GM said I should hear something by 6 PM. I decided to call the corporate complaint line myself. I informed them of all the issues. The agent said that the GM could make the decisions himself & didn’t need to call corporate. She created a file# for the call. I called the GM at 4:18 PM to tell him what I found out. He came right out & said he wouldn’t do anything to resolve the issue. WE WILL NEVER GO BACK TO THIS HOTEL!!!

They were kind enough to give me a better then Triple AAA rate. The rooms are much more bigger then most hotels I stay at. As a business traveler I need a nice desk and working internet and Thank God they sure have that as well unlike other hotels I go to. They have a pool and hot tub thats open ²⁴⁄₇ which is a bonus! Other hotels close it @ 9pm. I would recommend this spot and will be staying here in the near future. Oh, and a great cute front desk lady! :)

A VERY spacious room for the price — with couch, free wifi, fridge and microwave. The pool and free continental breakfast definitely make it worthwhile. Convenient location, too! My only negative is the coffee — I don’t really have high expectations, but this was just brown water. Otherwise, everything about our stay was great!

Standard budget hotel along a strip of road that houses numerous standard budget hotels. Clean property and room, somewhat friendly staff. I really didn’t take advantage of much besides the bed, so I can’t attest to the quality of food, exercise facilities, or swimming pool, but I do know it has all of those things.
Bonus points for over the top wilderness theme and wooden bears affixed to the face of the building.

The manager personally sent me a letter with an apology, discount and discount for next time.