Suite, 1 King Bed, Non Smoking, Jetted Tub | Blackout drapes, iron/ironing board, rollaway beds, free WiFi

Reviews of Best Western Galena Inn & Suites

2.5 out of 5
Best Western Galena Inn & Suites
9923 West US Route 20, Galena, IL

Reviews

8.6

Excellent

Rating 10 - Excellent. 505 out of 1003 reviews" "
Rating 8 - Good. 326 out of 1003 reviews" "
Rating 6 - Okay. 89 out of 1003 reviews" "
Rating 4 - Poor. 53 out of 1003 reviews" "
Rating 2 - Terrible. 30 out of 1003 reviews" "

8.8/10

Cleanliness

8.8/10

Staff & service

8.2/10

Amenities

8.4/10

Property conditions & facilities

8.2/10

Eco-friendliness

Reviews

10/10 Excellent

James Patrick

Business traveler
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Thanks for taking care of me
Stayed 2 nights in Mar 2024
Response from Manager on Mar 27, 2024
Hello James Patrick,We appreciate your feedback and it is always a pleasure to take good care of our valued guest. Such kind of candid reviews always inspire us. We will share your feedback with our staff members. Waiting to serve you again!

6/10 Okay

Robert

Liked: Staff & service
Property is okay.
Stayed 1 night in Mar 2024
Response from Manager on Mar 24, 2024
Hello Robert,We appreciate your feedback on the property. Should you have any further comments or suggestions, please feel free to contact us.

10/10 Excellent

Ted

Liked: Cleanliness
Stayed 2 nights in Mar 2024
Response from Manager on Mar 22, 2024
Hello Ted,We appreciate you choosing our hotel for your stay! Please don't hesitate to reach out to us directly with any feedback you may have from your experience.

6/10 Okay

Sheena

Traveled with family
Disliked: Amenities, property conditions & facilities
Needs updated. Curtains had tears the lock didn’t work properly on the door. You could definitely tell someone smoked in the room previously. The bed was hard. Breakfast was decent.
Stayed 1 night in Mar 2024
Response from Manager on Mar 9, 2024
Hello Sheena,Thank you for sharing your feedback with us. We appreciate your comments and will pass them along to our team for review and improvement. We strive to provide all our guests with a comfortable experience and regret any inconveniences you may have encountered during your stay. We hope you were still able to enjoy our breakfast offerings.

10/10 Excellent

Nicole

Liked: Cleanliness, staff & service, property conditions & facilities
Been staying here 13 years so obviously they are doing something right.
Stayed 1 night in Mar 2024
Response from Manager on Mar 9, 2024
Hello Nicole,We are delighted to hear that you have made our hotel your home away from home for over a decade. We appreciate your loyalty and look forward to welcoming you back for many more years to come.

4/10 Poor

Lee

Disliked: Property conditions & facilities
Stayed 1 night in Feb 2024
Response from Manager on Feb 27, 2024
Hello Lee, We're sorry to hear about your experience. Please reach out to us with any specific feedback you'd like to share from your stay. We value your input and would love to address any concerns to improve for future guests.

6/10 Okay

Laura

Traveled with partner
Liked: Staff & service
Disliked: Cleanliness, property conditions & facilities
Needs a deep cleaning and over haul of the rooms. You can see repair work that was done and it was very poor. The lower entrance had trash from the pool chemicals laying next to the door.
Stayed 1 night in Feb 2024
Response from Manager on Feb 22, 2024
Hello Laura, Thank you for sharing your feedback with us. We appreciate your observations and will address them with the relevant teams for further improvement. Our commitment to providing a comfortable and enjoyable stay remains a top priority.

10/10 Excellent

Amelia

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
We stayed in the underwater fantasy suite and was very impressed! It was very clean and comfortable!
Stayed 1 night in Feb 2024
Response from Manager on Feb 20, 2024
Hello Amelia,We are delighted to hear that you enjoyed your stay in our underwater fantasy suite! Our team works hard to ensure a clean and comfortable experience for all our guests. Thank you for sharing your positive feedback with us.

10/10 Excellent

Przemyslaw

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Room was spacious, stuff friendly, amazing breakfast.
Stayed 1 night in Feb 2024
Response from Manager on Feb 14, 2024
Hello Przemyslaw,Thank you for your positive feedback on the spacious room, friendly staff, and amazing breakfast. We strive to provide a comfortable stay and delightful dining experience for our guests. We appreciate your kind words and hope to welcome you back in the future for another enjoyable visit.

10/10 Excellent

Lucy

Traveled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Miriam was very helpful and friendly.
Stayed 1 night in Feb 2024
Response from Manager on Feb 13, 2024
Hello Lucy,Thank you for your feedback! We're delighted to hear that Miriam provided you with excellent service during your stay. We appreciate your kind words and hope to welcome you back in the future for another enjoyable experience.

8/10 Good

Andrew

Stayed 1 night in Feb 2024
Response from Manager on Mar 22, 2024
Hello Andrew, We appreciate you choosing to stay at our hotel. If you have any further comments or concerns, please don't hesitate to contact us directly. We hope to welcome you back soon for another enjoyable stay!

10/10 Excellent

Dylan

Liked: Cleanliness, staff & service, property conditions & facilities
Great place, private balcony for every room, good location.
Stayed 1 night in Jan 2024
Response from Manager on Jan 30, 2024
Hello Dylan,Thank you for sharing your positive feedback! We're thrilled to hear that you enjoyed the private balconies and the great location of our hotel. It was a pleasure having you as our guest and we look forward to welcoming you back in the future.

4/10 Poor

David

Traveled with family and small children
Disliked: Cleanliness, property conditions & facilities
Upon entering the room, we were pleasantly surprised with the size. However, we found the toilet was already clogged when we got there. We also found quite a bit of hair in the bed suggesting they didn’t change the sheets between guests. I called about the issues. The staff came to plunge the toilet and then simply wiped up the water off the floor with a towel. They also handed me a flat sheet for the bed. They did not change the linen. I was a little disgusted.
Stayed 2 nights in Jan 2024
Response from Manager on Jan 14, 2024
Hello David,Thank you for sharing your feedback with us. We apologize for the inconvenience you experienced during your stay. Our team strives to provide a comfortable and pleasant stay for all our guests. We have taken note of your concerns regarding the toilet and cleanliness of the sheets and will address these with our housekeeping department to ensure that this does not happen again in the future. We appreciate your understanding and hope to have an opportunity to welcome you back for a better experience.

10/10 Excellent

Jelena

Stayed 1 night in Jan 2024
Response from Manager on Jan 10, 2024
Hello Jelena,Thank you for choosing our hotel for your recent stay! We are delighted to hear that you had a wonderful experience with us. Should you have any further comments or suggestions, please do not hesitate to reach out to us directly. We look forward to welcoming you back in the future!

4/10 Poor

Allyson

Disliked: Cleanliness, staff & service, property conditions & facilities
Bugs. Carpet beetles, stink bug and I found two casings and when I asked if there was an infestation of any kind bc I couldn’t tell what bugs they were (we saw/photographed the carpet Beetles) they said they didn’t know about the beetles or any others. There was a hole in the wall the size of a baseball, which they said they did know about but don’t try to fix and the hotel was virtually empty and they put us in that room any way. Some of the staff seemed knowledgeable, but not all. We understand it’s a budget hotel and expected as such, the breakfast was nice, but the pool, not tub and room were not clean. The hotel next store has comparable rates, a shuttle into town and was in order.
Stayed 3 nights in Jan 2024
Response from Manager on Jan 10, 2024
Hello Allyson, Thank you for taking the time to write this review and share your experience. This is certainly not taken lightly and has been forwarded to management for review. Providing our guests with a safe and enjoyable experience is of extreme importance to us. Thank you for alerting us to a potential pest problem. We are investigating and treating to make sure that this is an isolated incident. I assure you that we have strict guidelines we follow, and cleanliness issues are very important to us and are being addressed immediately with our staff. We are always looking for ways to improve upon the guest experience even with limited staffing. We are working hard to improve our provided services and hope you will return to experience them with a future stay.

10/10 Excellent

Ken, Brighton

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 3 nights in Jan 2024
Response from Manager on Jan 9, 2024
Hello Ken,We are delighted to hear that you had a wonderful experience during your stay at our hotel! We are thrilled that we were able to provide you with exceptional service and make your stay enjoyable. Should you have any further comments or suggestions, please do not hesitate to reach out to us directly. We hope to welcome you back again soon for another fantastic stay!

6/10 Okay

Griselda

Liked: Staff & service, amenities, property conditions & facilities
Stayed 2 nights in Dec 2023
Response from Manager on Jan 9, 2024
Hello Griselda,Thank you for choosing our hotel for your recent stay. We appreciate your time in rating our hotel and we hope you had a pleasant stay. If you have any specific feedback or concerns, please feel free to reach out to us directly so we can address them accordingly. We look forward to welcoming you back in the future.

6/10 Okay

April

Liked: Cleanliness
Quiet safe area that's close to downtown Galena, however you can't walk there because there are no sidewalks along the majority of the rourw. Breakfast is terrible, there's a strong smell of curry in the hallways on the 2nd floor and the pool/hot tub need cleaning. Otherwise nice place to stay, room was large and comfortable.
Stayed 3 nights in Dec 2023
Response from Manager on Feb 1, 2024
Hello April, Thank you for choosing our hotel for your stay in Galena. We appreciate your feedback and apologize for any inconveniences you experienced. We will look into the issues you mentioned and address them accordingly to ensure a better experience for our future guests. We're glad you found your room comfortable and hope you enjoyed the overall stay.

4/10 Poor

Jesus

Liked: Cleanliness, staff & service
Stayed 1 night in Dec 2023
Response from Manager on Jan 3, 2024
Hello Jesus, We apologize if your stay with us did not meet your expectations. We appreciate your feedback and encourage you to contact our hotel directly to share any specific concerns you may have had. We value your input and would like the opportunity to address any issues.

10/10 Excellent

Kirk

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 2 nights in Dec 2023
Response from Manager on Dec 31, 2023
Hello Kirk,Thank you for choosing our hotel for your stay. We are thrilled to hear that you had a fantastic experience with us. We look forward to welcoming you back in the future.

8/10 Good

Tim

Stayed 1 night in Dec 2023
Response from Manager on Feb 1, 2024
Hello Tim, Thank you for staying with us. We would appreciate it if you could provide us with more details about your experience, so that we can address any issues you may have encountered. We value your feedback and want to ensure that your future stays are more enjoyable.

10/10 Excellent

Nicole

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Dec 2023
Response from Manager on Dec 28, 2023
Hello Nicole,Thank you for choosing our hotel for your stay. We're thrilled to hear that you had a wonderful experience with us. We strive to provide excellent service and amenities to all our guests. If you have any further feedback or suggestions, please don't hesitate to reach out to us. We hope to welcome you back in the future for another exceptional stay.

2/10 Terrible

Zach Sebero

Disliked: Property conditions & facilities
Could hear other people filling up a tub that sounded like a jet plane. Also the whirlpool tubs hot water barely worked. Wish id be lying when i said it took 2 hours to fill the tub up. Not worth the cost
Stayed 1 night in Dec 2023
Response from Manager on Dec 26, 2023
Hello Zach Sebero, We apologize for the inconvenience you experienced during your stay. Our team will investigate the tub noise issue to ensure it is addressed. We apologize for any inconveniences caused by the hot water in the whirlpool tubs. It is disappointing to learn that your expectations were not met. We appreciate your feedback and will use it to improve our services.

4/10 Poor

Julia

Traveled with family
Liked: Staff & service
Disliked: Amenities, property conditions & facilities
It was not worth the money. Very high price and the property was just ok.
Stayed 1 night in Dec 2023
Response from Manager on Dec 21, 2023
Hello Julia, We appreciate your feedback on your recent stay with us. We understand that our pricing may not have met your expectations. We strive to provide a comfortable experience for all our guests and apologize if we fell short. We value your input and will take it into consideration for future improvements.

10/10 Excellent

Eric, Minooka

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Will rebook for future travel to Galena. No negative issues. Very happy with our stay.
Stayed 3 nights in Dec 2023
Response from Manager on Dec 13, 2023
Hello Eric,Thank you for choosing our hotel for your stay in Galena! We are delighted to hear that you had a wonderful experience and that there were no issues during your visit. We appreciate your positive feedback and look forward to welcoming you back in the future.

10/10 Excellent

Rhonda

Traveled with group, Traveled with family
Stayed 1 night in Dec 2023
Response from Manager on Dec 12, 2023
Hello Rhonda,Thank you for choosing our hotel for your recent stay! We are delighted to hear that you had a fantastic experience with us. If you have any further feedback or suggestions, we encourage you to reach out to us directly. We hope to welcome you back in the future for another memorable stay.

8/10 Good

Joanne

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Hotel was very clean and quiet. Breakfast was included and tasty.
Stayed 1 night in Dec 2023
Response from Manager on Dec 7, 2023
Hello Joanne,Thank you for your review! We appreciate your feedback regarding the cleanliness and quiet atmosphere of our hotel. We're glad to hear you enjoyed the tasty breakfast that was included. We strive to provide a pleasant experience for all our guests and hope to welcome you back in the future.

6/10 Okay

Phong

Traveled with family
Disliked: Cleanliness, property conditions & facilities, room comfort
Stayed 3 nights in Nov 2023
Response from Manager on Dec 6, 2023
Hello Phong,Thank you for choosing our hotel for your stay. We appreciate your feedback and would love to hear more about your experience. Please feel free to reach out to us with any additional comments or suggestions. We hope to have the opportunity to welcome you back in the future and provide you with an improved stay.

8/10 Good

Todd

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 2 nights in Nov 2023
Response from Manager on Nov 21, 2023
Hello Todd,Thank you for taking the time to leave a rating. We appreciate your feedback and apologize for any inconveniences you may have experienced during your stay. We strive to provide excellent service and will use your rating to improve our guest experience. We look forward to your next visit

6/10 Okay

Augustine

Disliked: Cleanliness
Stayed 1 night in Nov 2023
Response from Manager on Nov 18, 2023
Hello Augustine,Thank you for sharing your feedback with us. We value your input and apologize if your recent stay fell short of your expectations. We'd appreciate the opportunity to address and learn from the concerns you've raised. Please reach out to our management team directly so we can better understand and assist with any issues you encountered.

10/10 Excellent

Verified traveler

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Check in process was easy, the front desk could probably be more friendly. The room was exactly as described, the bed/mattress was very comfortable. A few trucks passing during the night but not a big deal. Plenty of towels, and the breakfast was decent. I didn't expect there to be a fireplace in the room, it was a pleasant surprise.
Stayed 3 nights in Nov 2023
Response from Manager on Nov 12, 2023
Dear Guest,Thank you for your feedback on your recent stay. We appreciate your comments about the easy check-in process and the comfort of our beds. We'll address your suggestion regarding the friendliness of our front desk team. We apologize for any noise disturbance caused by passing trucks. We're glad you enjoyed the fireplace in your room. We hope to welcome you back for a future stay.

6/10 Okay

Scott

Liked: Cleanliness
Jacuzzi room
Staff were very friendly. Location is good! Right next to Happy Joe’s and a gas station. Just minutes from downtown Galena. Breakfast was ok. Both days they were out of pancakes and OJ. We had to ask for them to be refilled. Coffee was terrible. The bed and pillows were very u comfortable. We did not get a good night sleep either night we stayed and woke up with sore backs. The jacuzzi tub in the room was nice and much needed after sleeping on the uncomfortable mattress.
Stayed 2 nights in Nov 2023
Response from Manager on Nov 12, 2023
Hello Scott,Thank you for taking the time to share your feedback. We appreciate your kind words about our friendly staff and convenient location. We apologize for the inconvenience you experienced regarding the breakfast items and coffee. We will address these issues with our breakfast team to ensure it doesn't happen again. We're glad to hear that you enjoyed the jacuzzi tub in your room. We hope to have the opportunity to welcome you back in the future for a better overall experience.

8/10 Good

Jason

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Very clean
Stayed 1 night in Oct 2023
Response from Manager on Nov 4, 2023
Hello Jason,Thank you for your feedback! We appreciate your recognition of our commitment to cleanliness. It is one of our top priorities to provide a clean and comfortable environment for our guests. We hope to have the opportunity to welcome you back in the future for another positive experience.

8/10 Good

Concepcion

Traveled with group
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Oct 2023
Response from Manager on Nov 2, 2023
Hello Concepcion,Thank you for sharing your feedback about your recent stay with us. We appreciate your input and apologize for any inconvenience you may have experienced. Your comments will help us improve our services and facilities for future guests. We hope to have the opportunity to welcome you back in the future for an even better experience.

10/10 Excellent

Gerald

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Oct 2023
Response from Manager on Oct 29, 2023
Hello Gerald,Thank you for your incredible rating! We are honored to have exceeded your expectations and we will continue to strive for excellence. Hope to welcome you back soon!

4/10 Poor

Sandra

Traveled with family and small children, Traveled with family
Disliked: Cleanliness, amenities, property conditions & facilities
Broken old furniture in room, tub water backed up when showering was disgusting wouldn’t go back if it was the only hotel left
Stayed 2 nights in Oct 2023
Response from Manager on Oct 29, 2023
Hello Sandra,We apologize for the inconvenience caused. Our team will address the issues mentioned to ensure a better experience in the future.

6/10 Okay

Robert

Liked: Cleanliness
Very inconvenient to get to 3rd floor for seniors because of no elevator....you have a dozen stairs to climb 🙄
Stayed 1 night in Oct 2023
Response from Manager on Oct 29, 2023
Hello Robert,Thank you for bringing this to our attention. We apologize for any inconvenience caused and appreciate your feedback. We will definitely take this into consideration for future improvements.

8/10 Good

Lorna

Traveled with family
Liked: Cleanliness, staff & service, amenities
...nice clean with hot tub jaccuzzi
Stayed 1 night in Oct 2023
Response from Manager on Oct 27, 2023
Hello Lorna,We're delighted to hear that you enjoyed our clean hotel and hot tub Jacuzzi! Thank you for your positive feedback.

8/10 Good

Debra

Traveled with family
Liked: Property conditions & facilities
The rooms were updated & clean, which I loved but the staff was very average. They answered questions but never got a smile from any of the staff and I am a very friendly person and tried to interact with them. Customer service is very key to a great experience. Management- it doesn’t seem like you care!
Stayed 2 nights in Oct 2023
Response from Manager on Oct 23, 2023
Hello Debra,Thank you for sharing your feedback with us. We apologize for any lack of friendliness you experienced from our staff, as providing excellent customer service is our top priority. We appreciate your comments and will address this issue with our team to ensure a more welcoming interaction

10/10 Excellent

Sandy

Liked: Cleanliness, staff & service, property conditions & facilities
We enjoyed our stay at BW in Galena IL. The staff was very friendly & helpful. The room was comfortable & quiet. We were glad we had two overnight stays which allowed us plenty of time to spend in the historic Galena. Thank you.
Stayed 2 nights in Oct 2023
Response from Manager on Oct 22, 2023
Hello Sandy,Thank you for choosing BW in Galena IL! We're thrilled to hear that you enjoyed your stay, especially our friendly staff and comfortable rooms. We hope to welcome you back in the future.

8/10 Good

Dan

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 3 nights in Oct 2023
Response from Manager on Oct 21, 2023
Hello Dan,Thank you for your rating! We are delighted that you had such a fantastic experience at our hotel. We look forward to welcoming you back soon.

10/10 Excellent

LoriAnn

Stayed 2 nights in Oct 2023
Response from Manager on Nov 9, 2023
Hello LoriAnn,Thank you for taking the time to leave a 5-star review of our hotel! We are thrilled to know that you had a wonderful stay with us. We strive to provide exceptional service to all of our guests and we're delighted to know that we met your expectations. We hope to have the pleasure of welcoming you back in the future for another fantastic experience.

2/10 Terrible

Brittany

Liked: Property conditions & facilities
Disliked: Staff & service
Stayed 1 night in Oct 2023
Response from Manager on Oct 19, 2023
Hello Brittany, We're sorry to hear that you had a negative experience at our hotel. Please let us know how we can make it right for you.

10/10 Excellent

Sheila

Liked: Cleanliness, staff & service, room comfort
Stayed 1 night in Sep 2023
Response from Manager on Sep 30, 2023
Hello Sheila,We are continuously improving upon our services and accommodations and would like to invite you to stay with us again on your next visit to the area.

10/10 Excellent

Vicki

Traveled with group
Liked: Cleanliness, staff & service, property conditions & facilities
You offered a fold-out couch which is something I always look for when us 3 girls are traveling as well as breakfast.
Stayed 1 night in Sep 2023
Response from Manager on Sep 30, 2023
Hello Vicki ,Thank you for your feedback. Guest comfort and satisfaction are of the utmost concern to us, and our hotel is committed to making every possible effort to provide comfortable, clean, and friendly accommodations. Allow me to apologize for any inconvenience these issues you have mentioned may have caused. This review gives us insights into your experience and gives us a chance to improve.

10/10 Excellent

Samantha

Traveled with group
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Sep 2023
Response from Manager on Sep 30, 2023
Hello Samantha,Thank you for taking the time to give us your feedback, we thank you for your insights regarding your experience. Your ratings are appreciated, and we hope to have you back again during your next visit to the area.

8/10 Good

Cindy

Stayed 2 nights in Sep 2023
Response from Manager on Oct 18, 2023
Hello Cindy,Thank you for your positive review! We appreciate your feedback and look forward to welcoming you back.

8/10 Good

Luann

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Sep 2023
Response from Manager on Sep 26, 2023
Hello Luann,We appreciate your time in sharing your feedback. We continuously strive to give our valued guests a wonderful experience and hope to provide you with that on your next stay.

10/10 Excellent

Tom

Stayed 1 night in Sep 2023
Response from Manager on Sep 24, 2023
Hello Tom,We have high standards of hospitality and service and are always working on improving. We'd like it if you would reach out and share your concerns so we may address any issues. We hope to see you again soon.

10/10 Excellent

Marcie

Liked: Cleanliness, staff & service, room comfort
Very satisfied.
Loved the fact that we parked our vehicle and was taken downtown by a transit bus made the stay a lot better. Room was great and clean. Employees was very helpful and made things better. Transit river was awesome and helpful, he needs recognition for that. We will be back.
Stayed 1 night in Sep 2023
Response from Manager on Sep 18, 2023
Hello Marcie,On behalf of our entire staff, we thank you for choosing our hotel and appreciate what you have shared regarding our room. We hope to someday have another opportunity to host your stay.