Best Western Niantic - New London/Mystic Area

We often visit Mohegan Sun and see family nearby, and this hotel has worked out very well for us. The rooms are always clean, with faux wood floors that we like from a cleanliness standpoint. The inside has been completely remodeled, though the outside looks plain, and the staff are friendly. For a few dollars extra, I'd choose the breakfast included.

I stay in a different hotel every weekend, so I know what good customer service looks like. This stay wasn't great. On Friday, February 20, 2026, I arrived, and before leaving at 7:00 am Saturday I called the front desk to ask for housekeeping. Nobody answered. I went down, but no one was there, so I left without help. Hours later I sent a message that was never read or answered. When I returned around 2:00 pm and brought it up, they offered to send someone, but by then I couldn't wait around in the lobby. Later I asked to borrow a phone charger and get some coffee for my room. They lent me the charger, but the coffee never came. Around 8 pm I left my room to return the charger and saw the front desk employee go into room 102. I went down, expecting someone to be there, but a note said they'd be back soon. After waiting about 20 minutes with no one at the desk, I went back upstairs and came down later to return the charger. I thanked them for lending it and for the coffee they never sent. They replied, "You're very welcome." I'm traveling with a group of healthcare professionals who work for DOCS International, and I felt I needed to share this so it can be taken into account.

The staff are the reason this gets three stars. They tried to help, but it became too difficult for me, and I was basically trapped in my room as I got weaker. By the time I checked out, I had to call the fire department to get me down the stairs. The elevator was working on the day I moved from a top-floor handicap room to a first-floor one, but then it was down again. It had been out for most of my stay. At first, there was a way to reach the top floor without stairs, but it was up a hill with no railings. It snowed, and nobody shoveled or salted. The bed was so high that my feet didn't reach the floor when I sat on its edge. Then I had a medical issue and called an ambulance. When I was released from the ER, the outside walkway was covered in ice and snow. I had to extend my stay and move rooms. Someone also hit my car, damaging the blind spot monitor and taillight. That's not the hotel's fault, but I was told video footage was supposed to be provided to the police, and I'm not sure if it was. This was definitely not ADA compliant.

The jacuzzi had its own room, with another TV and chairs where we could lounge. The room was very clean and quiet, and it exceeded what we expected. Getting in and out of the parking lot was a little difficult, but not too bad. A fantastic stay.