I am very very disappointed in your Best Western O
Posted Jan 16, 2017
I am very very disappointed in your Best Western Olympia, Groton, CT. I have been stating there for years. Whenever we go up to see a show at Mohegan Sun, we booked a weekend there.
We just returned yesterday from a horrible experience there. We had booked a handicap room for my husband and myself. He has had 3 back surgeries and has drop foot which is just getting worse its very difficult to get in and out of tub. I have a foot injury that makes it hard to me to,
I was very surprised when I got to our room to see it was not a handicap room. It had a tub, a low toilet seat and was not at all handicap compliant.
I immediately called the front desk, I spoke with a very rude unprofessional manager named Christopher. He suggested we go down to the gym area and shower in that shower. And asked if we needed a booster seat for the toilet. I would not shower in a public shower when I paid for a handicap room!
He was rude and nasty. I told him I had already booked a weekend in February and one in April, and I was doubtful I wanted to stay there, his response "Do you want me to cancel them? "
The furniture had a dirty film all over it, the bathroom had stains in the sink. The next morning we left the room at 10:30 and we told the maid we would be gone all day to please clean the room, little did we know she didn't speak English. We even out the make up room sign on the door. Much to our surprise when we returned, she never made up the room. So we called the front desk and was
Comment from Hotel Management
Jan 20, 2017 by Christie, Hotel Management
Dear Sue, Thank you for your recent stay at our property. On behalf of our entire team, I would like to apologize for not exceeding your expectations. Your satisfaction is important to us and we will be using the feedback you gave us to implement improvements to ensure we offer a better experience for guests in the future. I'm sorry you were not satisfied with your accommodations and our service. I am the manager you spoke to and at no time was I ever rude to you ma'am. You said it was not a handicapped room, I looked up your room number, 220, and informed you it was indeed handicapped, there are grab bars on the wall, and around the tub. There is a seat for the tub. It IS ADA compliant. There is not a roll in tub in this room and it is not advertised as such. It is wheelchair accessible as advertised. I did not suggest you go down and shower in the gym, I stated "the only roll in showers we have are in the fitness center area" I mentioned we also have a portable raised toilet seat apparatus with surrounding grab bars if you require, we could bring that right to your room. And then you mentioned that you had reservations for two more weekends and that you are going to cancel. I said I will cancel those for you no problem. And I did at your suggestion. I just came from room 220, the bathroom was as I described, compliant, and the furniture was JUST INSTALLED about two weeks ago! It is brand new, the room looks beautiful, there is certainly no film on it or can it be described as disgusting, this is simply not true. Our housekeeping report states you had a do not disturb sign on your door which is why you didn't receive service for your second day. However, I do believe the maid could have missed it when you requested service. I am sorry for this and I will refund one night of your 2 day stay. Thank you, Mr. Christie Armaos Vice President / Owner