Best Western Plus Berkshire Hills Inn & Suites

The whole point of driving two and a half hours each way was to get a night away from work and sleep in, but I couldn't. I'd asked for a noon checkout and had the Do Not Disturb sign on the door from the night I checked in. Housekeeping woke me twice anyway, knocking again more aggressively the second time, 30 minutes after I called the front desk at 9:30am. The morning-shift woman said she'd let them know, but it didn't help. Sarah at the front desk didn't seem to care about my concerns. There was black hair on the bath towels, and the sink faucet handle was broken and came right off when lifted. The person who checked me in the night before also didn't add my points to the stay. I'm very annoyed. This was a horrible experience at a hotel I've stayed at a few times before. Do better, Best Western and management. Zero stars.

They canceled our reservation the day before Valentine's weekend, even though I'd booked a month earlier and they apparently knew for more than 20 days. They said that because I'd booked through Expedia, they didn't have to tell me sooner. Now we have nowhere to stay for the weekend. We travel a lot, as do our friends and family, and I'll urge all of them to boycott Best Western. Some locations, like the one in Niantic, are run well, which makes this especially sad. I won't give any Best Western my money again.

The morning breakfast was very good apart from the yogurt machine being clogged, likely because it needed a proper cleaning, and there being no sliced bread for toast. The woman setting everything up did a great job. The soap and shampoo in the tub were also very nice. The room fell short of what I've come to expect from the BW hotels I've stayed at over the last few years. It smelled musty whenever we came in and wasn't as clean as I expected, including the bathtub, microwave, and bathroom grab bar. The bathroom fan didn't work, the sink plumbing was reversed, and the drain was slow. We had to move the microwave onto the desk to plug it in. The walls didn't block much noise, so I had to ask the front desk to get the neighbor to turn down his TV. The bed was uncomfortable and noisy, the worst I've had at a BW. The mattresses and frames need replacing.

Breakfast was the only decent part of the stay. I paid a high off-season price for a mid location that wasn't especially close to attractions, and I can't see a reason to book here. Stay far away. Before arriving, I called for more information. The woman who answered was dismissive, rude, and couldn't give me what I needed. The company-wide Best Western customer service line was much friendlier and more helpful. The man who contacted the hotel for me said she was extremely rude to him as well. The king suite I'd paid extra for was awful and nowhere near what I expected. Half the outlets didn't work, the sheets were stained, and the body wash was empty. The iron had mold inside from old water. Grime filled the jacuzzi jets, and some didn't work. The drain plug didn't fit, so the tub took forever to fill. A giant fungus was growing beside the jacuzzi, right by the wall. It was horrifying.