The staff was very friendly. They reached out prior to check-in to help us arrange transportation, checked-in with us as we arrived at the airport, and also provided great suggestions about what to do once we checked in.
Unfortunately, the rooms did not meet the expectations of a 5-star hotel in terms of comfort, cleanliness, or attention-to-detail; I would recommend that the star-rating be reviewed to manage guest expectations going forward. I also want to note that this is a Best Western.
Although the twin beds were placed together, the comforter/duvet provided was not large enough to cover the bed. I also had to overlap the 2 bedsheets provided to use them for warmth at night. The comforter/duvet had stains. Gum was stuck to the wall behind the dresser. There were a lot of flies. My welcome fruit plate was covered, but then someone made a hole to remove spoiled fruit, but then flies were on the rest.
Some of the towels had stains and holes. The bathroom did not have sufficient lighting and the makeup mirror would not stay in place. The sink also did not have a covered drain nor was there sufficient counter space around the sink. The bathtub looked like it had an extension placed on the side to protect water from going on the floor during a shower, but it was not long enough and large amounts of water always ended up on the floor, soaking the bathmat. The bathroom updates were not adequately placed over the walls or tub, so they would move in as you touched them.