Big Country Hotel & Suites, a Best Western Surestay Collection Boutique Hotel — Hotel in Abilene

I came to town for training and luckily just had to stay one night. The location was good, and all the pictures were decent so I booked. What they didnt say was that theyre under construction. This typically wouldnt be a big deal and I wouldnt care but because of the construction they had no business center, fitness center, or breakfast. So when I planned my trip around these amenities it was fustrating they werent avaliable, no one said anything, and I still had to pay full price. The service at the desk was decent when I checked in. very helpful and welcoming. The morning crew when I checked out reminded me of the secretary from monsters inc. and was was just kinda rude. The elevator smelled liked smoke, but the most dissappointing thing was the room. I was in the military so Im not picky, but when I pay for a room and the bed was obviously slept in and not changed. giant dark stains on the bed spread (looked like coffee or maybe sweat I dont know). There was urine and toilet paper in the camode, accompanied by a long black hair on the seat (Im an almost bald male, so not mine). The pillows also ahd what looked like sweat stains on them as well. I took a shower the morning of checkout, and Im not sure what they washed the towels with, but it was almost like they had left then wet for too long before drying and they smelled kind of like mildew. And there was a rusted hole in the shower floor. Over all, I was fustrated. I didnt complain or throw a fit, but felt others should know before booking. I have to come back to town multiple times over the next few months, but I wont be staying here. I also took photos of everything in case some jerk comes on here and tries to refute my claims. This place has great potential as the rooms were spacious and well laid out, but house keeping/maintenace needs to be stepped up, and if youre redoing everything let someone know...

Short review: we had stayed here before, and had no issues. after this stay last night, I will not stay at this hotel again.

Details: walking in, the hallways reeked of foul odors and it felt warm inside. The hotel room itself, a double queen, was filthy — the floors were grungy and stained carpet, the walls disgusting, and there was a prolific body odor smell throughout. The clock was covered in grime, the television only played audio and the occasional, seizure inducing flicker of video, and there were old food wrappers stuck to the coffee pot. The AC was off, but when it turned on there a pitiful outpouring of warm air, but nothing to cool down the room. There were broken tiles in the bathroom that could have cut our children's feet.

We called and complained, then we were bumped up to the room next to us (a king with a pullout). It was downright cold — not a bad thing! — and the room seemed cleaner, so we decided to stay the night. The pillows seemed to be stuffed with the same strategy as Lay's potato chips: all air (which made for a terrible night's sleep), the coffee pot was disgusting and, when just putting out water, was gross and dripping a foul brown liquid, the shower had broken tiles, and there was an old, discarded and definitely used hand towel hanging over the shower curtain. Both it and the tub itself had a pubic hair from some previous customer, so that's gross. The toilet chain was broken, so I had to manually fix it and — even when fixed — the toilet's tank would take 10-20 minutes to refill.

All in all, there are serious issues with maintenance upkeep and general housekeeping. There are a lot of things that need to be fixed, and a plethora of things that need to be cleaned. I'm not sure if this is an issue of hiring more people or hiring better people, but as it currently stands I will not be staying at this...

DO NOT STAY HERE! There are several options literally right next to this place. Choose them instead.

I stayed here last Friday and Saturday when I came in town for a graduation. When I booked the room, it said it had a continental breakfast and a swimming pool. When I arrive, there is no breakfast and the pool has no water in it. After my first night, I expect to come back to a clean room with fresh towels. That did not happen. When I was leaving on my final day, I went to the front desk to make them aware of all of the issues. Of course now the elevator was not working so we had to carry all of our luggage down the flights of stairs. When we get to the front desk, no one is there so we called the hotel. The girl working the front approached us talking on her cell phone and didn't even hang up to speak with us. When I told her all of the issues she had to call the manager or owner where she just relayed everything I said to her over the phone. Instead of the manager coming to speak to me in person or at least over the phone, she just repeated everything over the phone to her. All I wanted is want I paid for. Nothing more. A clean room with fresh towels, breakfast and a pool. She then started arguing with me that I should have read the 14 pieces of paper posted on the glass wall at the front desk. Absolutely ridiculous customer service!!!! I asked for some kind of credit or refund but all she did was point me to some website where I ask them and then they will in return come ask this owner/manager of this hotel. We didn't even get an apology at the least!

Their Google site even says they have a pool, breakfast, etc... See attached pics. There are about 8 other hotels right next to this and they are all reputable chain brands. I HIGHLY suggest using them instead...