Best Western PLUS Seabrook Suites

Excellent customer service response

Response of staff to issues in our room.

My wife and I were on a road trip and decided to stay here on a whim. We made our reservation online, arrived and checked in late (around 10pm), and were kindly greeted and assigned a room. We arrived to the room to find the bed made but a bathroom that hadn't been touched. There were dirty towels on the floor, used tissues on the counter, trash in the waste basket, etc. We called the front desk and requested a new room. The lady working the front desk seemed genuinely surprised and upset to hear about the condition of the room and she placed us in a new room immediately. The new room was cleaned and prepared as you would expect. During the night I found out that the toilet wouldn't flush (sigh). I didn't want to wake my wife with a maintenance call so I decided to wait until morning. Based on some of the raving reviews online I was prepared for an amazing breakfast (which was included in the cost of the room by the way), but in reality it was a standard continental hot breakfast which would be very comparable to other hotels. We probably would have enjoyed it even more but the toaster and pancake machines were both broken. Again- not a huge deal; just a little disappointing. After breakfast I stopped by the front desk to share with the manager about our disappointment with the cleanliness of the first room and the broken toilet in the second room. I wanted to give them the opportunity to make the experience right before writing this review. The general manager (Daisy Dees) was attentive, professional and apologetic. She apologized for the inconvenience without trying to give too many excuses. She was concerned that we were discounted to make up for the poor experience. We discussed what percentage discount would be appropriate and she offered to comp our stay at 100% of our cost. I wasn't comfortable with that as we did still stay the night here and other than the aforementioned issues we did find the hotel to be a decent place to stay. So, instead we agreed on another percentage discount that both my wife and I were comfortable with and felt was fair based on our experience. We also acknowledged that mistakes do happen and things can sometimes get missed. Based on the professional response of the management to our concerns I would definitely recommend giving this hotel a try if you are in the area. It's hard to find a perfect place. Sometimes what's even more important is the customer service you receive when a problem is identified.