Best Western Plus Avita Suites

The location worked really well, with restaurants close by. The hotel was spotless, and it felt comfortable for a family stay. Everyone on staff was very friendly, and breakfast was wonderful. I’d gladly recommend this place.

The next morning, I woke to a loud rushing sound beside the bed. Water was pouring from the sink with the faucet off, backing up through the pipe and flooding the room. I called the front desk right away. They said they couldn’t do anything until maintenance came, or they could come up and look. A staff member arrived with a stack of towels, mopped up the water, then left the towels on the floor. They looked like the towels guests use for showers. She went downstairs to check availability and offered us another second-floor room across from the gym. I turned it down and was later moved to a third-floor room after other guests checked out. On our first night, we’d been in a second-floor room beside the breakfast area, where the whole floor, including our room, smelled strongly of bacon. The kitchen seems to have inadequate ventilation. I also remembered that the sink had already been dirty when we arrived, with sand and small shaving hairs, and the area around it was quite wet. I’d thought it was from cleaning, but after the backup, it seemed the room may have flooded before we were put in it. I asked to speak with the manager. I was told they’d stepped away and that my compensation request would be discussed, but nobody followed up. There was no apology, explanation, or compensation. Shortly after the stay, I developed a rash on both calves. Given the flooding, unsanitary conditions, and how the towels were handled, I’m seriously concerned.

The staff were really friendly and accommodating during our two-night stay. But we were on the third floor and heard people stomping above us the whole time, along with the elevator going up and down. I think its machinery was under our room because it got very loud whenever it ran. The floors and walls are thin. I’ve stayed here three times, and I won’t be coming back.

The room was spacious, breakfast was excellent, and the location was decent. I was really disappointed with the service, though. The front desk seemed not to keep track of emails or pay much attention to them. At check-in I emailed over a gift card. The employee said they’d charge my card first and put the gift card amount back at checkout, which made sense to me since I work at a Best Western too. I chose express checkout and left early because I had to get home for work. When I checked the receipt a few hours later, the gift card wasn’t on it. I called around 3 p.m. and was told it hadn’t been processed because the check-in employee never noted it in my reservation. I thought that was okay because she’d said I’d be refunded, but at midnight I got a notice that the refund was going to my Best Western debit card, not the credit card I’d used to pay. I’d deliberately used the credit card to avoid delays and get my money back quickly. I emailed them right away, annoyed, but got no reply. When I called the next afternoon, someone said she’d ask a coworker to handle it and told me to call the following day. I couldn’t call then, but when I did today, I was told they could no longer do it because I’d called on the second business day. If they’d seen my email the day I sent it, they could still have handled it. The only response was that I should’ve paid attention to which card. I know the front desk can get busy, but at my location we have to check email regularly and reply as soon as we can. Also, in my system, you can’t refund a card that wasn’t charged, so I don’t understand how they did that.