Best Western Plus Carousel Inn & Suites

I called when I was five minutes away, without booking online, and they found me a suite at the last minute. That was exactly what I needed for my reactive dog: plenty of space and privacy, plus a room near a side or stairwell exit so I could take the dog out without passing lots of people. Room 323 was huge and ended up being one of the best rooms on my cross-country trip. I’d first booked at the econolodge next door, but it didn’t meet my needs, so I switched to Best Western. I was very happy with the stay.

The front desk woman was pleasant and helpful, which is why I gave this two stars instead of one. Otherwise, this was a very disappointing change from the stays I’d been content with over the past five years. The place seemed run down, especially our room: it wasn’t very clean, had several cosmetic problems, and the shower was awful. The pullout couch sheets were dirty, and our youngest was too grossed out to sleep under that bedding. Breakfast was a bust too, with no fresh fruit, a broken pancake machine, and an insanely cold dining room. I wouldn’t call the hotel a dump, but it seems to be heading that way. We won’t stay here next time we pass through Burlington.

Noah was a huge help sorting everything out after Hotels.com lost my reservation. She spent a lot of time tracking down my booking and getting it resolved. A+ customer service from her. Great experience!

I was really disappointed by the room and by how the problems were handled. We arrived after midnight and booked then. The price was way too high for a basic, outdated room. There was dust, cobwebs on the ceiling, a missing bathroom tile, dried snot on the curtain, hair in the tub, and food or drink splatters on a couple of walls. The carpet looked like it had never been shampooed. I wiped up water my toddler spilled with a rag, and it got so dirty, which showed how badly the carpet needed cleaning. I took pictures of a few things. We’d been traveling for a couple of days and my family fell asleep right away. After I showered and noticed the hair in the tub, I looked around more and went down to tell the desk. The woman was polite and offered to move us, but everyone was already asleep. She asked me to come back in the morning for the manager. Someone else was there then. I explained the issues again, and they seemed confused, like they thought I was lying. They said the manager was sick and they couldn’t contact her. They also couldn’t refund the room. I said I wasn’t asking for a refund since we’d stayed, just maybe a discount, but they still said they weren’t allowed and told me to call another day. I was super polite. I don’t like being rude, especially after working in service for many years and as a housekeeper at several hotels and resorts. Needless to say, I was disappointed with the room and the way this was handled. I wouldn’t come back. I do hope the manager feels better soon.