Best Western Windsor Inn — Hotel in Ashland

Unfortunately we had some issues with our stay, but I want to make it clear that the way management responded was FAR more off-putting than the issues themselves.

I also want to add that I am a loyal Best Western member, have stayed at this exact hotel before, and even have a stay booked next month at this hotel (which will be cancelled now). I recognize that customer service can be a difficult job, and so when I brought the issues to staffs’ attention, I made sure to speak to them pleasantly throughout the interaction and am not sure what warranted her reaction.

Problems included: A broken shower faucet (the shower would only release scalding hot water, and I could not adjust the temperature as the faucet handle seemed to be broken and would just rotate). This meant I was unable to shower, and I’m grateful I turned on the shower to test the water before I got in, as otherwise I definitely would have gotten burned. The microwave plate wouldn’t stay on the tracks no matter how many times we fixed it, so when I tried to use the microwave the food didn’t rotate resulting in half burned/half cold food. The AC unit was absurdly loud, with a dripping and loud whispery noise occurring anytime it was on. I woke up with a distinct line of bites on my leg.

When I let management know at check out about these issues, all I received was rude gaslighting and arguing about every single issue I had.

When the manager asked why I didn’t call maintenance about the shower faucet, I told her because it was midnight and I didn’t know if maintenance was even available at that time. She literally looked at me in shock and responded “…you showered at midnight?!” I said yes- and I should not have to provide an explanation for why I chose to shower at 12 AM, but since she was looking at me like showering then was the wildest thing to do, I did share that I saw a show that night and it ended at 11:30. Then she told me it wasn’t ‘broken’ but that “someone” (implying me) had pulled on it and it just needed to be pressed back in. Well, I have the exact faucet at home and haven’t ever had this issue. Really, it is suspect that housekeeping didn’t notice the scalding water and broken faucet in the first place, assuming they even cleaned the shower. She stated that the microwave plate was probably off the track and that was why it wasn’t turning and that it was user error. I am actually well aware of how to use a microwave as I also have one at my house, so I of course tried fixing it repeatedly first but it kept falling off. She didn’t say anything about the loudly dripping AC, so I’m guessing this is a common issue in all the rooms. She asked to see the bug bites so I showed her. She barely looked and immediately said they were mosquito bites. I said “they may well be, I wasn’t stating that they are bed bug bites, but the multiple bites in a row did make me wonder and I just wanted to let you know.” She then asked if the show I saw was inside or outside (it was inside) because “there are mosquitoes outside that bite.” I honestly didn’t even know what to say. Yes, I am well aware of mosquitoes and that they bite you. I actually have quite a few mosquito bites, I know what they look like, but I haven’t had others in a clear line like the ones up my leg. According to Google, bed bug bites actually often look exactly like mosquito bites, and one of the easiest ways to tell the difference is that mosquitos rarely bite in a line, while bed bugs commonly do.

After treating me like I was the dumbest person ever and gaslighting me about every issue I had, she offered me a 50% refund.

This experience ruined my view of this hotel. I am pretty flexible and all she needed to do was politely offer me the 50% refund, let me know she’d look into the issues, and assure me when I come back next month my stay will be better. I would have been happy to keep my booking next month and chalk it up to one bad stay. I head into Ashland several times a year, and will never stay here again. There’s another Best Western in...

I'm not quite sure how this motel got 4 stars, I'm guessing it's the location. The check-in process was quite slow, but was undertandable as there was only one receptionist. As I checked in the lady asked if I had a pet, then asked if I prefered a bottom or top level. I said lower, but she failed to tell me that the lower level rooms were pets stayed with their owner. We went into our room and my husband and I about gagged, The smell was so overwhelming. I told my husband I wanted to change rooms, but it was after eight pm and we needed to eat and knew the restaurant was closing at nine. So I sprayed some purfume hoping that would take care of the odor by the time we came back- it did not. I tried to grin and bare it and maybe see if the front desk had air freshner, but the phone didnt work. I thought about spraying more purfume over my bed, but as I got closer to the bed it smelled so bad, like dirty dogs had been on it. I have dogs, so I know the smell. I went to the lobby to talk to the receptionist and told her about the phone, and the smell and in the room and she " do you think spraying the purfume made it worse?" Are you kidding me! Then she said, did I mention that dogs stay in the lower level rooms? Which I replied she had not. We did get a new room. Two lights did not work, and it did have an old musty smell- but not like dogs. This morning when left our room this morning, which happen to be almost above the original room- they had the door wide open- I'm sure trying to air out that awful smell. I will say the outside of the motel is a pretty setting, beautifully landscaped. Hopefully they will updated their rooms, and have specifics rooms for pets...

After Stay Customer Service saved the day! (Kind of).

I have stayed at this property twice now. I do recommend it if you're in the area and need a place to stay.

Top Level: Pros: Great Location, mostly friendly staff, clean, mostly quiet, attended hot breakfast (decent spread). Cons: Very hard beds, occasional possessed AC, some staff less friendly, deferred maintenance.

Story: I stayed here first in a King jetted tub room. The AC unit, when used in AC mode, sounded like an undead spirit trying to whisper things to me while I had my Pixel Buds Pro in with active noise cancelling (they block out airplane noise well). When I checked out, I attempted to nicely inform the morning guest agent. I got shut down. I filled out the survey and left an original one star review. They contacted me and offered me another stay at a discounted rate. I booked a different room type.

Upon check in the second time, I was offhand informed I wasn't going to be in 314 again (ummm different room type). The reason I am lowering my review and rewriting it was this exchange. The clerk never mentioned that it had been repaired, rather they informed me that it was a problem unit.

I feel they didn't repair the issue and treated me like I was after a discount and/or comp. I had previously booked the same room type but cancelled it after the lack of service the first time. I only give 5 stars when earned, and am docking one for the hard beds and lack of desired response to my feedback: repair of the AC unit.

I probably will choose another property next time I am...