Best Western Plus Woodstock Inn & Suites — Hotel in Woodstock

The rooms were great. The bed very comfy.

The concern we had was with the Saturday and Sunday front desk day staff. We called down at 7am on Saturday because the room above us was making a lot of noise (not just walking- jumping, stomping, running and screaming). We were told that she would give them a call. Nothing changed so we decided to go for breakfast since we were up. I asked the lady at the front desk if the people in the room above us were checking out and she rudely told me no and there was nothing she could do. She told me that the people in the room above us have a 3 year old and will do their best. We eat breakfast (horrible breakfast) and went back to our room to try to sleep. The banging above us continues (really really loud). We finally fall back asleep to have the phone ring. We ignore it. It rings again immediately after. My husband answers it. I am on the other side of the king size bed and can hear the front desk staff berating my husband. “It is unacceptable for you to be banging on the ceiling. If you don’t like the noise above you, you can get out of the hotel” my husband tries to speak with her but couldn’t get a word in. She continues yelling and hangs up. To be clear, we were not banging in the ceiling, we were in bed trying to sleep. We go out to do some shopping because we are very frustrated. When we get back, our keys to the room have been shut off. I asked one of the other staff who was cleaning a room if the keys sometimes stop working and she said “no. Only front desk can turn those off” So now, down we go to see the lady at the desk that has been of NO help and yelled at my husband. I go to the desk, get the keys reactivated, receive what I assume was to be an apology about the way she spoke to my husband and the she said “you must have had some coffee or something because you are in a better mood than earlier” The banging continued until almost midnight on Saturday and started again at 7am this morning. When we went down for breakfast this morning, the whole staff team was sitting in the lobby on break and was quite loud. Guests were trying to get coffee and ask for help and the staff wouldn’t get up and yelled instructions to the guests from the lobby couches. The only time they got up was when someone said angrily that the coffee was empty.

Great hotel. Horrible service. After reading the reviews, I see we are not the only ones who have had a problem with rude front desk staff. Unfortunate that she continues to be a front desk representative for this hotel. She was not wearing a name tag but we overheard other staff calling her Amanda.

Adding an edit to respond to the hotel

I understand that you are trying to respond and mediate the situation, and respond to the review. We absolutely understand that it is difficult to control the public however, calling to yell at my husband and telling him that he can leave if he didn’t like it is not ok. I’m sorry that you are under the impression that Amanda offered to check us out. That is just not true. She told my husband that he can leave if he doesn’t like it. Also, our keys were shut off. One was sitting in the room, on the desk, had not been touched since we put it there upon arrival or near any electronic devices and it was also not working, conveniently after Amanda yelled at my husband and hung up on him without allowing him the opportunity to speak. Unfortunately, the story that you are getting from your staff is just not true. Thank you for following up I wish you and your hotel...

My friend and I stayed for four days (August 16 to 20) and we both wanted to leave after not even four hours. To say the very least, this place is downright detestable.

There were numerous occasions where we tried calling the front desk from our room, yet they never once answered. Most of the time when we would pass through the lobby at various points throughout the day, the front desk was pretty much deserted.

The fire alarm went off briefly around 5:15 a.m. during our first night. When we asked the front desk a few hours later about why the alarm was triggered, Amy Smith (the general manager - of all people) was rude, condescending and unapologetic about the situation. Her horrible and rotten attitude was beyond us, especially since she was not the one who woke up in a panic due to a blaring alarm. Not once did she empathize or apologize for the inconvenience; instead she was stern, matter of fact and patronizing towards us.

The complimentary breakfast was horrible. Their 'eggs' (I use that term loosely) were gross, overly processed and in no way resembled real eggs. One of the workers even joked about how nice it would be if they served real eggs when we asked how the scrambled eggs were made.

Our room was not cleaned until our second last day, even after we left a sign on our door and asked the front desk around noon the day before if it could be cleaned. We returned to our room later that evening and noticed that someone had entered while we were out, yet for whatever reason - they took the drain stopper from the bathtub and did not clean the room. One housekeeper was incredibly miserable and unpleasant to deal with. We did not inquire about her name - but she was petite with dark hair and dark rectangular glasses. She snapped when we asked if she was going to clean our room one morning and even forbade us from sharing the elevator with her (when there was more than enough room for her cart and the three of us in there.)

However, I will give credit where it is due and thank the two front desk representatives who actually went above and beyond for us. Their names are Amanda and Hailey. Both were approachable, empathetic, helpful, and actually believe in providing a superb and welcoming environment for guests - unlike Amy Smith and that miserable housekeeper, of course.

There are multiple other hotels in the area. Do yourself a massive favour and avoid...

Booked online directly through their Best Western website for a King Suite with a Kitchenette, confirmed booking with a credit card payment, and promptly received an email confirmation with all the correct details and room information.

Check-in goes fine, but then my wife, two-year-old daughter, and I arrive to our room, and it was not the room we booked. Instead it was a downgraded room with no kitchenette. It was much smaller and instead of a kitchenette, it had an extra bathroom (which was not needed).

We call down to the receptionist to let them know about the issue. They said it was the room we chose, and when we showed them the confirmation email of the actual room we booked, they blamed it on their website and said we should've called the hotel directly to book.

They told us to call Best Western customer service, which confirmed our actual booking for the King Suite with the Kitchenette. I feel the hotel made a mistake and gave our room away to another guest who called them directly, then bumped us into a downgraded room after noticing their mistake. The hotel never called to let us know our room was no longer available as we would've booked on a different night or at a different hotel. We were told by the front desk staff that this happens all the time. They overbook certain rooms and hope the customer will stay with them anyway, therefor the hotel will profit in the end. This is unacceptable.

To rectify this issue, the general manager offered us a 10% discount in the downgraded room. We refused the offer and chose to check-out within two hours of checking-in which we spent wasted on the phone with both the hotel and Best Western customer service. They mentioned not charging us for checking-out and made it sound like they were doing us a huge favour, when in fact, the entire thing was their fault and they couldn't make it right. Front desk was very argumentative, speaking over us, would not listen to the issue, and kept deflecting the blame. The general manager stayed in his office and never came out to see us, or even apologize.

I'm sure when things go well and customers receive the room they actually booked and payed for, then things are great. It's when things go wrong, the true colour of the company/employees/management come out. The customer service we received during this fiasco was horrendous to say the least. We will never book with Best...