Best Western Plus Keene Hotel

I loved being able to enjoy the day without rushing through a two-hour drive home to Cape Cod after the two-hour trip up to Keene. I visited downtown, had lunch at a local pub, ate supper at Applebee's, and played Blackjack and Roulette at The Revo Casino-Keene. They have slot machines too, but cards are what I enjoy, especially the big wins when my Roulette numbers hit. Staying overnight at the Best Western-Keene made the day feel relaxed and fun, and safety matters to me. The weekend rate was VERY AFFORDABLE, under $130 a night for a luxury King-sized bed, fridge, microwave, coffee maker, indoor pool, and hot breakfast buffet. They even had make-your-own Belgian waffles on weekends. My room had the comforts of home without the mess or chores. It was just one wonderful day, and I’d say you can’t lose with a stay at The Best Western-Keene.

This was a disappointment from beginning to end. The bathroom was absolutely disgusting, and the room’s size and layout didn’t compare well with competitors just a stone’s throw away. The pool was either falsely advertised or not working. We had a five-year-old with us and waited 30 minutes at the front desk, which noted 5:10 on a Saturday night, before getting in-house dining at the restaurant next to the hotel. That was disappointing too. I wasn’t expecting the Ritz, but I did expect decent treatment for working-class guests.

We’ve stayed here for more than 15 years, so this visit was especially disappointing. We booked a Deluxe room on February 1 and told the hotel on arrival day we’d check in close to midnight. Shortly after midnight, we were given keys to Room 247 and told it was a spacious Deluxe. It was occupied, with muddy footprints, a towel on the floor, the TV on, and someone moving inside. We left immediately. The desk said it had been assigned to us but given to another guest. With no other Deluxe available, we were put in standard Room 263 and assured we wouldn’t pay the Deluxe rate. The next morning, the toilet handle was broken and it wouldn’t flush. When I asked about the repair and whether we could move to a Deluxe if one opened up, I was told we’d have to pay the higher rate for that day, even though the original room was unavailable because of the hotel’s mistake. I declined. Maintenance came, and we were then told management approved a move at the rate we’d originally booked. We appreciated that, but had to move our belongings ourselves, get new keys at the desk, and relocate to Room 237 without help. That evening, around 10:00 PM, I stepped onto the balcony and closed the sliding door. The lock failed and trapped us outside in about 15-degree weather. When we called the front desk, they first asked if someone else could help instead of sending staff right away. We eventually gave permission for staff to enter the room, but the interior latch was locked too. After about 30 minutes, staff had cut that latch, and maintenance helped further with unlocking the slider door. We understand that problems can happen at a hotel, but this many serious issues in one stay, an occupied room assignment, several maintenance failures, and a situation with potential safety consequences, fell well short of what we expected as returning guests. We hope management takes a careful look and improves its processes and guest safety.

For one night in Keene, NH for a college basketball game, this hotel had everything we wanted: free on-site parking, a restaurant, indoor pool, fitness center, and complimentary hot breakfast. We were really impressed. The hotel and room were beautiful, spacious, and spotless, and we could park right outside our room. The restaurant served delicious food with excellent service. The pool was relaxing and the fitness center well equipped. It’s near other restaurants and just a short drive from the town center. I highly recommend it.