Hotel was nice, rooms were nice but the HK's need to look around the rooms after each stay, found other items from people who stayed in that room, towels looked like they were not exchanged but just folded back, found footprints on a towel.
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酒店回复: Erica, we take cleanliness and guest comfort extremely seriously, and we appreciate your note regarding towel presentation and overlooked items. Your comments have been passed on to the housekeeping supervisor so we can assure this issue does not happen again. We look forward to seeing you again. Safe Travels
2.0分
其他
TV wouldn’t work, tried to say something to the front desk staff but got absolutely no help or assistance on multiple occasions.
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酒店回复: Thank you for taking the time to leave us a review. I'm truly sorry to hear about the issues you experienced with your TV and, more importantly, the lack of help you received from our front desk staff. That's unacceptable, and I sincerely apologize for the frustration and inconvenience this caused.We were indeed aware of a broader issue affecting our TV service, and we've been actively working with DirecTV to resolve it. They've been troubleshooting the problem behind the scenes, and I'm pleased to let you know they've now scheduled a technician to come on-site to address it directly.While we're working to fix the technical problem, there's no excuse for our team not providing you with proper assistance. I'll be addressing this internally with our front desk staff to ensure every guest receives the attentive and helpful service they deserve, even when we're dealing with external issues.We truly value your feedback, and I hope you'll give us another chance to provide you with a much better experience in the future.
4.0分
其他
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Hotel was nice and clean , I’m surprised it was quiet . The only thing is the girl at check in wasn’t very friendly. I tried to converse with her but she ignored me . Her name was Judith .
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酒店回复: Thank you for your review! We're delighted to hear that you found our hotel nice, clean, and quiet. We strive to provide a comfortable and peaceful environment for all our guests.However, I'm genuinely sorry to learn about your experience with Judith at check-in. That's certainly not the friendly welcome we want for our guests, and I apologize that she wasn't more engaging. I'll be addressing this directly with our front desk team to ensure everyone provides the warm and welcoming service we pride ourselves on.We appreciate you bringing this to our attention, as it helps us improve. We hope you'll consider staying with us again so we can provide you with an even better experience.
5.0分
其他
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Great hotel and excellent location. When I stayed at the hotel, it was around 8:15 PM and my microwave wasn't working. I called the front desk and reported the problem. I'm someone who, due to my work, stays in hotels quite often, and I know that after 5 PM, any issues that arise are usually fixed the next day. But I was impressed when the maintenance guy arrived, apologized for the inconvenience with the microwave, and fixed it. I also want to add that the hotel has excellent food service and overall cleanliness. You have an excellent staff, very professional and attentive to your guests. I hope you continue like this
1.0分
商务出差
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I first walked in the room and it wasn't cleaned from the last person, then when i brought it too their attention they came up took the sheets off and left them outside the door and didn't actually clean anything since the front desk lady "didn't know where the cleaning supplies were" then i had to go down and get the sheets from the front desk because she didn't bring them up or put them on and when i went to put them on she also gave me the wrong size. The bed was also caked in dust which i accidentally came across when i tapped my hand against it to see a big cloud fill the air from it. To add to all of that they left stuff in the fridge from the previous guest and didn't restock the bathroom with towels or anything else either.
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酒店回复: Dear C f, Please accept our sincerest apologies for the unacceptable condition of your room upon check-in. We are deeply disappointed to learn that your room was not clean, and we understand the frustration and inconvenience this caused you. There is no excuse for the room not being prepared to our usual high standards, and we are taking immediate steps to address this issue with our housekeeping team to ensure this does not happen again. We are reviewing our procedures and implementing additional checks to guarantee that all rooms are thoroughly cleaned and inspected before guest arrival. We value your patronage and are truly sorry that your experience fell short of your expectations and ours. We understand that a clean and comfortable room is essential for a pleasant stay, and we regret that we failed to provide that for you. We hope you will give us another opportunity to provide you with the exceptional service you deserve. We are committed to regaining your trust and ensuring your next stay is a truly positive one. Please feel free to contact me directly at (325) 884-1011 or Bwbiglakegm@gmail.com if you would like to discuss this further. Again, we sincerely apologize for the inconvenience and disappointment you experienced. Sincerely, Jylina Evans General Manager Best Western Plus
5.0分
商务出差
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I just want to share my experience at this hotel. I have to say it was very good. The manager, Jylina, is very attentive. When I stayed, my TV wasn’t working, so I called the front desk at 9:00 PM, and within 15 minutes, the maintenance staff arrived at the hotel and fixed my TV. The rooms were clean, and the service was excellent. I definitely recommend this hotel!
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酒店回复: Thank you for completing the survey regarding your recent stay at our property. Your business is very important to us and we value your feedback. By telling us what you liked about your stay and how we can improve, you are helping us deliver a superior experience for you and other guests in the future. We do apologize for the television not working properly during your stay, but it was a pleasure to be of assistance to you at the time of need. We hope you will come back and see us again soon. If I can be of assistance in the future, please don't hesitate to contact me at 325-884-1011. Thank you again for taking the time to complete the survey. We appreciate your loyalty to our brand. Sincerely, Jylina Evans General Manager Best Western Plus Big Lake Inn
1.0分
情侣出游
Staff and supervisor were very rude at check in. The price was doubled from what it was supposed to be. We didn’t stay, we left.
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酒店回复: We appreciate you taking the time to share your feedback about your recent booking. We're sorry to hear that your check-in experience and the circumstances surrounding your departure did not meet your expectations.We understand your frustration regarding the price. As you booked through a third-party site, the rate displayed there is determined by that platform. Our hotel's policy, which is also outlined during the booking process, includes a 50 security deposit upon check-in. This deposit is refundable upon check-out, provided there are no damages or other incidentals. It is separate from the room rate.Regarding your comment about the price doubling, we'd like to clarify. The room rate you agreed to on the third-party platform is the rate for your stay. The 50 security deposit is not part of the room rate and is handled separately. We strive to be transparent about all costs, and we apologize if this was not clearly communicated during your booking process or at check-in.We also sincerely apologize for the reported rudeness from our staff and supervisor. This is certainly not the standard of service we aim to provide, and we will be addressing this feedback with our team to ensure it doesn't happen again. We value all our guests, and treating everyone with respect and courtesy is paramount.While our policy is generally no refunds for cancellations, we understand your frustration and, as a gesture of goodwill, we did honor a refund for the remaining three nights of your reservation after you chose to leave.We appreciate your feedback as it helps us identify areas where we can improve. We hope you might consider giving us another chance in the future, and if so, please feel free to book directly with us so we can better assist you with any questions or concerns you may have.
4.0分
其他
Nice place
Nice hotel. However, make sure you are in the back side of the hotel. The truck traffic in the evening and early morning is very loud.
5.0分
家庭亲子
Very easy to locate and great size rooms.
酒店回复: Thanks so much for the AWESOME feedback :)
3.0分
独自旅行
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The elevator was out, which put me in a bad mood. A prior review said it was out last month, but it didn't list a specific date. I'm listing August 15, so make a note when it gets repaired. Fresh finishes. Looks new, but open about 8 years. (The desk chair works and has some spring, which is not the case in all hotels.) Beautiful lobby & breakfast room. Tiny pillows. I hate that. For a "plus," and an expensive one at that, I expect King or Queen-sized pillows. My room (even number) overlooked a service yard. The trucks were loud until at least 10 p.m. and started again at 6 a.m. The card in the room says ice and vending is available in the room by the elevators on each floor. Second floor room was empty. The indoor pool was closed for maintenance. The elevator is broken. Is this a pattern or a coincidence. Someone post a review when you notice one of them gets fixed. I wish fridge had freezer compartment. Top-notch mattress! Remote t-stat gives good temp control. Good breakfast. Neat trick to use moist towel to keep biscuits from drying out. Tall ceilings. A good amount of light with a bright one in the ceiling by the door. The shower head is high up, about 7 feet, which I like.
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酒店回复: Hi Mr Allen, First off, on behalf of our entire team I'd like to apologize for not exceeding satisfactory of your stay, I have to say it is very much so a coincidence. We have been waiting for parts for the elevator, and that is out of our hands. I wish we had more control on the elevator situation. When it comes to the swimming pool, again waiting on a part, should be up and running in a few days. Our pillows are hotel standard pillows. I do apologize for not having a ice machine on the second I will look further into that. I do have to agree with the loud noise from these big trucks though, perks of living in an oil field town. Thank you for your great and honest feedback, it really helps us for our future guest. We hope to see you again. If you ever need anything in the future don't hesitate to contact me. General Manager Jylina Evans (325) 884-1011 BWbiglakegm@gmail.com
Nice Hotel
Hotel was nice, rooms were nice but the HK's need to look around the rooms after each stay, found other items from people who stayed in that room, towels looked like they were not exchanged but just folded back, found footprints on a towel.
TV wouldn’t work, tried to say something to the front desk staff but got absolutely no help or assistance on multiple occasions.
Hotel was nice and clean , I’m surprised it was quiet . The only thing is the girl at check in wasn’t very friendly. I tried to converse with her but she ignored me . Her name was Judith .
Great hotel and excellent location. When I stayed at the hotel, it was around 8:15 PM and my microwave wasn't working. I called the front desk and reported the problem. I'm someone who, due to my work, stays in hotels quite often, and I know that after 5 PM, any issues that arise are usually fixed the next day. But I was impressed when the maintenance guy arrived, apologized for the inconvenience with the microwave, and fixed it. I also want to add that the hotel has excellent food service and overall cleanliness. You have an excellent staff, very professional and attentive to your guests. I hope you continue like this
I first walked in the room and it wasn't cleaned from the last person, then when i brought it too their attention they came up took the sheets off and left them outside the door and didn't actually clean anything since the front desk lady "didn't know where the cleaning supplies were" then i had to go down and get the sheets from the front desk because she didn't bring them up or put them on and when i went to put them on she also gave me the wrong size. The bed was also caked in dust which i accidentally came across when i tapped my hand against it to see a big cloud fill the air from it. To add to all of that they left stuff in the fridge from the previous guest and didn't restock the bathroom with towels or anything else either.
I just want to share my experience at this hotel. I have to say it was very good. The manager, Jylina, is very attentive. When I stayed, my TV wasn’t working, so I called the front desk at 9:00 PM, and within 15 minutes, the maintenance staff arrived at the hotel and fixed my TV. The rooms were clean, and the service was excellent. I definitely recommend this hotel!
Staff and supervisor were very rude at check in. The price was doubled from what it was supposed to be. We didn’t stay, we left.
Nice place
Nice hotel. However, make sure you are in the back side of the hotel. The truck traffic in the evening and early morning is very loud.
Very easy to locate and great size rooms.
The elevator was out, which put me in a bad mood. A prior review said it was out last month, but it didn't list a specific date. I'm listing August 15, so make a note when it gets repaired. Fresh finishes. Looks new, but open about 8 years. (The desk chair works and has some spring, which is not the case in all hotels.) Beautiful lobby & breakfast room. Tiny pillows. I hate that. For a "plus," and an expensive one at that, I expect King or Queen-sized pillows. My room (even number) overlooked a service yard. The trucks were loud until at least 10 p.m. and started again at 6 a.m. The card in the room says ice and vending is available in the room by the elevators on each floor. Second floor room was empty. The indoor pool was closed for maintenance. The elevator is broken. Is this a pattern or a coincidence. Someone post a review when you notice one of them gets fixed. I wish fridge had freezer compartment. Top-notch mattress! Remote t-stat gives good temp control. Good breakfast. Neat trick to use moist towel to keep biscuits from drying out. Tall ceilings. A good amount of light with a bright one in the ceiling by the door. The shower head is high up, about 7 feet, which I like.