Best Western Plus New Cumberland Inn & Suites

The photos online made this look much better than it was. At first glance it seemed decent, but the closer we looked, the more neglect showed: marks and stains on the walls, dirty corners, crumbs, food, blood, and toenails in the room. The carpeting throughout was visibly dirty, worn, and unvacuumed, and the shared spaces had stained, damaged furniture. The stairs and handrails were black and smelled strongly of cigarette smoke. Doors stayed open all night during our visit. The pool area was poorly kept and unsanitary, and its restroom was worse. Breakfast seemed very low-budget and stretched thin, as if saving money came first. I hope the lack of care and cleanliness toward guests is addressed, but I wouldn't recommend this place to anyone; it felt more like a motel. It needs an immediate deep clean, maintenance, and a broader review of how the property is managed. I want to know how these serious health and service problems will be handled. In our room, my husband and I woke with bites on our backs and necks, and he saw a cockroach during the night. The shower walls had soap scum, and the room still smelled of a previous guest. We couldn't sleep in those conditions and felt uneasy even bringing our things back home. The staff seemed pleasant at first, but when I tried to raise the issues respectfully, the response felt resentful and unprofessional.

After record low temperatures caused a water break, the hotel got back on its feet fast. My usual room was ready right away, with no disruption. I appreciate how quickly and professionally the management and staff handled an unexpected problem.

We got in very late, but checking in took under five minutes, thanks to the kind, helpful person at the desk. Breakfast was good, and the TV was fantastic. I don't always choose Best Westerns, but when I'm in New Cumberland, Pa, this is the only place I'll stay.

Hazel at the front desk made a real difference during our visit. She handled breakfast and the desk at the same time, keeping the food area clean and stocked while treating guests with patience, warmth, and professionalism. That kind of care made the stay feel welcoming. Thanks, Hazel. The hotel was clean, and the pool was wonderfully warm. We wanted to use the hot tub, but it had been boarded up and can't be used anymore. The coffee machine can make espresso, cappuccino, latte, and regular coffee, which was great. There's a gas station right next door, plus another one a short walk away on the other side of the hotel if the nearby one is closed. Breakfast had real potatoes, a nice change, and the eggs and meats varied across the three nights we stayed. I'm not sure whether they serve bacon. They also had everything bagels, a yogurt machine with toppings for parfaits, and a pancake machine instead of waffles. There was plenty to like.