Microtel Inn & Suites by Wyndham West Chester

The staff were friendly and professional, and they replaced the clean towels and sheets each day. The breakfast room was stocked every morning, and the room had a mini fridge and microwave. But the room itself was in rough shape. The walls and floors were dirty, cheap fixes were everywhere, and I felt grime under my bare feet. I spotted a cockroach almost as soon as I walked in. I also wouldn't let my toddler use the tub because I wasn't confident it was clean. Cigarette and marijuana smells lingered, and the torn screen, with plants growing through it, meant we couldn't open the window. At the cheapest hotel in the area, I guess this is what you get.

The morning staff member was kind, polite, and professional, and we appreciated how she treated my employees. That good interaction was overshadowed by the afternoon staff member, who was rude and dismissive toward them. He said they couldn't drink the water or have breakfast, leaving them confused and unwelcome. He also assumed they were “staying for free” because I used my rewards to book the room. Whether a guest pays directly or books with rewards, they should receive the same courtesy and respect. My employees work hard and didn't deserve that treatment. I booked rooms for two employees expecting basic respect. Instead, his manner came across as hostile and discriminatory, which concerns me. This kind of conduct has no place in hospitality, where guests should feel welcome and comfortable. Management needs to take it seriously, improve training, and make sure everyone is treated fairly. We've had few hotel experiences worse than this. The situation reflects poorly on management and the standards it maintains. My company often arranges employee stays, but we'll take our business elsewhere now. The hotel lost this booking and any chance of future stays from us. I'll also tell others about what happened so they know how guests may be treated here. I hope nobody else has to go through it.

The breakfast was a bag with a banana, a wrapped pastry, and yogurt, and I found it less appealing than the free breakfasts at most other hotel chains. The room was large, fairly clean, and comfortable, though it had only recently been painted and the hotel could use more renovation. Check-in took longer than I would've liked, but we did get in. Fine for one night, though I'd look elsewhere for a longer stay.

The room felt dated, with no usable hangers, a freezer compartment packed with ice, cracks in the board above the table and the bathroom mirror, and scratches along the edge of the table between the beds. The bathroom vent was quite dirty, and the bathtub had no stopper. The complimentary breakfast was well below average. There was plenty of parking on three sides of the building, and the small lobby worked fine. Staff were friendly. The hotel sits off the intersection of US-202 and US-202-BUS.