Best Western Plus Gateway Inn & Suites — Hotel in Aurora

• UPDATE *

As mentioned in a review that we posted a few days ago, my husband and I decided to officially check in as guests at this Best Western Plus location. After perusing several humorous, egregiously sad, unfair, and outright false comments, we felt it necessary to share refreshingly HONEST reports regarding our own overall experience. After all, consumers deserve to be kept apprised of all actual events and decisions, and not of petty gripes shared by those who obviously have a childish need for attention.

From the moment we entered the hotel's foyer, employees were extremely friendly, helpful and professional. More importantly (and contrary to previous comments), check in was very fast and completely stress free. Despite the fact that we actually arrived over an hour earlier than originally anticipated, we were surprisingly told that our room was ready for us. We were also given detailed, easy to follow instructions as to the location of our room, as well as the hours of the pool, hot tub, vending machines, etc. (So much for all of the previous complaints regarding unfriendly and rude staff.)

One complaint from others who had stayed at this property was the allegedly loud noise level posed by the busy interstate highway and service road located within feet of the hotel. Well, my husband and I found absolutely no evidence of this supposed "noise" whatsoever -- and our room faced both roadways. We both thoroughly enjoyed one of the most relaxing and restful nights of sleep we have ever experienced at any hotel through the years.

Next, apparently one guest was supposedly unhappy with the water temperature in his/her shower. Not surprisingly, these claims proved to be totally false as well. If anything, we found the shower temperature in our room to be the exact opposite and, in fact, pleasantly comfortable. Plus the bathroom was quite clean, spacious and accommodating.

As for cleanliness and modern amenities -- while the building is older (appearing to be a 1980s era structure), the lobby and rooms have been tastefully refurbished with modern furniture, bedding, paint colors, etc. Our room included a very comfortable king size bed, chest of drawers, upholstered bench, a large pull out sofa with matching upholstered chairs, a large flat screen television, a microwave and a mini refrigerator. A small hanging closet accommodated our clothing perfectly. The black out drapes completely blocked light from entering the room, which was a much appreciated feature.

The pool and hot tub area was very inviting and enjoyable, with plenty of extra towels readily available. The temperature of the hot tub was perfect, and the jets relaxed us in time for a sound night's sleep.

The free breakfast was served in a large and pleasant dining area. The scrambled eggs were prepared from fresh eggs, and the biscuits and gravy were delicious! Both link sausages and crisp bacon were served, as well as fresh juices, fruits, and various types of bread and cereal. Guests were able to make their own hot pancakes. Once again, none of the previous negative comments regarding the complimentary breakfast were even close to being true.

In summary, we were extremely satisfied with every aspect of our stay. From the moment we arrived, it was quite obvious that the staff wanted to make us feel as welcome as possible -- and they succeeded. For those who have chosen to write negative (and obviously false and fake) reports about this place, shame on you! It is so obvious that your so-called unpleasant experiences were caused by YOUR actions. The rules regarding deposits, availability, etc. are clearly shared on the property's website, as well as on the websites of all online reservation services. In the future you should read them BEFORE attempting to write painfully obvious mistruths regarding ANY business. (And before posting any photos, at least make sure they are of the right property!!!)

Thank you, Best Western Plus Gateway Inn, for your accommodations and hospitality. We WILL be returning to stay...

This has been the worst of the worst. I am a GM at another property. And, I have been doing my job for over 23 years and I have never been so disrespected like I have here. It all started with them trying to charge my card at noon and check-in was at 3pm and I declined the charges. So I call the hotel and spoke to the GSA Jeanell (I may have spelled her name wrong) but, never the less. I asked Jeanell why was my card charged at noon when check in is at 3pm. She then tells me its a company policy I then started to let her know I work for the Best Western and she then changed it to saying that its there company policy. Which I then stated to her that if it is it needs to be document so other guest can see and know. She thought I was being disrespectful. I told no I am not but you must have a credit card authorization form filled out along with guest ID and Card. But you can't just go charging guest cards without them knowing. So She ended up getting mad and cancel my stay which it was ok. So the next day I booked not knowing it was the same hotel I ended up going and guess what it was the same GSA. She told me that I wasn't welcome she was rude etc. SO I asked if I could get her GM number so I can reach out to him and I got a card with no GM email or name on it So I asked who was the GM she than Stated he was new to the property. She ended up calling him while I was in the lobby are and I ended up calling Best Western While standing there. I told them what happen etc But, I recorded the whole conversation due to I knew she would tell a story. Well on Monday the 13th around 1031am I get a call from Ruben (GM) but missed the call. I called him back around 2pm and I will say this he's the most rudest man I have ever dealt with in my life be mindful I am a GM myself and a Lead flight Attendant I came from being a High school Principal and I have never had anyone talk to me like this in my life. He than tells me he heard what I stated to her I than asked if you heard me what I say well he couldn't tell me but he was quick to say that I was over talking him and then I say yes I might be but at this point I am not a manager I am a guest and you're going to treat me like an human being. He then tells me the owner was the Governor. I honestly didnt care anything about that he was the Governor I then said if he knew how you and your mid shift staff talked to people I honestly don't think he would agree with how you as a GM handle this situation. I don't write reviews and I am very respected in my community. Ruben was beyond mean and rude and highly disrespectful. I have sent all recording over to BW and anyone that will listen. I want respect. I did tell the GSA if she worked for me I would have TERMED her because if she talking to me like this I wonder how she speaks to...

I stayed at this property on Aug 2nd in Room 214 using best western rewards points.

First of all they didn't give me a room upgrade which is guaranteed if you are a Best Western Rewards Diamond Member and they also didn't at first give me a welcome bag (which includes some snacks and a beverage) which again is another benefit of being a best western rewards diamond member, I finally got the bag after having to ask for it 2 or 3 times. However all of this is small potatoes compared to the following issues we had with the room.

No towels at all in the room (bath towels, bath mat, hand towels and washcloths)

The bathtub appeared as if it was never cleaned as the shower curtain was rolled up on the rod and there appeared to be grime in the tub.

There were a few bugs crawling around by the nightstand.

Both of the beds seem to be very old and offered little to no support as you could feel every single spring on pressure points of your back, hips, shoulders etc.

-The beds squeak when you move on them.

The A/C in the room didn't work very well as the fan on it hardly blew any air out and left the person in the bed furthest away from the unit warm and uncomfortable.

But perhaps the worst of it all occurred the next morning when I tried to speak to the GM about the issues as at first he avoided my calls for nearly 2 hours and finally after me calling down to the front desk, the lady at the front desk called up to the room telling me to stop down and talk to him as if he can't call me to discuss the issues. I had to stop the work I was doing in the room and go down and talk to him and then he tells me there is something wrong with my Best Western Rewards account which he claimed there was fraudulent activity on the account and won't even listen to the issues I had...so I call Best Western Rewards and they tell me they don't see anything even close to that. After I get off the phone with them I try to talk to him again and surprise he's in his office upstairs and not available to talk.

I urge anyone considering this property to avoid it like the plague as it's an embarrassment to the Best Western Brand and if you have any issues with your room you can count on the GM playing games and doing absolutely everything BUT accommodating you the customer (you know the ones that keep him employed and keep the hotel in business).

So once again I say don't touch this place with a 10 foot pole, just think if they're going to treat a Best Western Rewards Diamond member imagine how they will treat the...