Best Western Heritage Inn & Suites — Hotel in Avon Park

I truly do not understand how this hotel is still open. The "manager" Noey S. does not return calls and staff have no idea what is going on or any skills to address customer service or service recovery. We had a large group booking for 11 rooms and the use of the conference space. When attempting to book, we made several attempts to reach Noey and never received a callback. We were repeatedly told that he would call us and that they could only take a message for him. We ended up booking the rooms and event space with corporate assistance. When checking in, we asked for the location of the space and the concierge seemed surprised that they had a meeting space. When asked for the pool and jacuzzi hours, we were told "That thing hasn't worked in months". When checking in the entire building smelled of wet rug. Not an exaggeration, the large "meeting room" and all our rooms for the night smelled of wet rugs. The window curtains to each room did not fully close leaving us all exposed to the street lights shining into the rooms and any possible onlookers. 2 of the 11 rooms had toilets that did not flush unless we held the handles down for an extended period of time. 1 person in our party was brave enough to attempt to shower, however, the shower door kept sliding open and after attempting to figure out a way to stop it, she noticed a drink can top was shoved into the frame of the door to try and prevent it from sliding back open, a possible failed attempt by another guest. Another had towels shoved under her A/C unit due to the possible leak and possibly the cause of the smell. The night before we were set to spend the day in the meeting room, we moved several items into the space in preparation for the morning. The event space was open to us but the doors and light were off and the smell of wet rug was overwhelming. We had to have the doors open the entire day to make it bearable. It seemed unlikely that any other guest might find their way into the space as this was not a very busy location. The next morning while we were preparing the room for our meeting, a man entered the room through the side doors, surprised to see us in the space, and asked if we were using the room for the day. We were surprised that staff were not made aware of events scheduled in the space and that they would enter the space without knowing if it was in use. It was later that we found that 4 bottles of wine left in the room the night before (at about 10:00 PM the night before) were now gone. Taken from the room. No other items except our wine were stolen from the room. When we attempted to speak to the concierge about the matter, she rolled her eyes and made no attempt to help us locate the missing wine or even apologize for the issue. When asked for the contact number and name of the general manager, she provided me with Noey's name and no contact information, simply stating "he will be here tomorrow'. To which I replied that we would not and that I needed contact information for the general or district manager. To this, she was confused and said she didn't know who that was and that she could only give me Noey's name and take my number down with a request to contact me. Attempting to speak to someone at the corporate level isn't possible as it directs us to speak to the hotel directly which clearly fails. I want to know who to speak to and how to get this matter addressed. Your location was chosen as a central location for our company managers to meet from across Florida. This meeting is conducted quarterly and was an opportunity for repeat business and to establish and increase brand loyalty on a national level as we work and share information nationally with our counterparts across the US. So I ask again how is it possible to get this...

I truly do not understand how this hotel is still open. The "manager" Noey S. does not return calls and staff have no idea what is going on or any skills to address customer service or service recovery. We had a large group booking for 11 rooms and the use of the conference space. When attempting to book, we made several attempts to reach Noey and never received a callback. We were repeatedly told that he would call us and that they could only take a message for him. We ended up booking the rooms and event space with corporate assistance. When checking in, we asked for the location of the space and the concierge seemed surprised that they had a meeting space. When asked for the pool and jacuzzi hours, we were told "That thing hasn't worked in months". When checking in the entire building smelled of wet rug. Not an exaggeration, the large "meeting room" and all our rooms for the night smelled of wet rugs. The window curtains to each room did not fully close leaving us all exposed to the street lights shining into the rooms and any possible onlookers. 2 of the 11 rooms had toilets that did not flush unless we held the handles down for an extended period of time. 1 person in our party was brave enough to attempt to shower, however, the shower door kept sliding open and after attempting to figure out a way to stop it, she noticed a drink can top was shoved into the frame of the door to try and prevent it from sliding back open, a possible failed attempt by another guest. Another had towels shoved under her A/C unit due to the possible leak and possibly the cause of the smell. The night before we were set to spend the day in the meeting room, we moved several items into the space in preparation for the morning. The event space was open to us but the doors and light were off and the smell of wet rug was overwhelming. We had to have the doors open the entire day to make it bearable. It seemed unlikely that any other guest might find their way into the space as this was not a very busy location. The next morning while we were preparing the room for our meeting, a man entered the room through the side doors, surprised to see us in the space, and asked if we were using the room for the day. We were surprised that staff were not made aware of events scheduled in the space and that they would enter the space without knowing if it was in use. It was later that we found that 4 bottles of wine left in the room the night before (at about 10:00 PM the night before) were now gone. Taken from the room. No other items except our wine were stolen from the room. When we attempted to speak to the concierge about the matter, she rolled her eyes and made no attempt to help us locate the missing wine or even apologize for the issue. When asked for the contact number and name of the general manager, she provided me with Noey's name and no contact information, simply stating "he will be here tomorrow'. To which I replied that we would not and that I needed contact information for the general or district manager. To this, she was confused and said she didn't know who that was and that she could only give me Noey's name and take my number down with a request to contact me. Attempting to speak to someone at the corporate level isn't possible as it directs us to speak to the hotel directly which clearly fails. I want to know who to speak to and how to get this matter addressed. Your location was chosen as a central location for our company managers to meet from across Florida. This meeting is conducted quarterly and was an opportunity for repeat business and to establish and increase brand loyalty on a national level as we work and share information nationally with our counterparts across the US. So I ask again how is it possible to get this...

My husband and I stayed at this property while in town for a family wedding. The check-in process went smoothly and we did not have any major issues until last night. We booked the “suite with jacuzzi” room, which is the best upgraded room offered. On the last night we ran the jacuzzi and had no problem until after the water drained. Water began seeping out of the floor around the jacuzzi (that is in the bedroom/ not bathroom). I had our bags packed at the door for checkout the next morning, they were in inches of standing water, the carpet around the bed was soaked and our chargers that were bedside and plugged in were wet. One of the bags that was ruined was a handbag we purchased while in Italy and was very expensive, as you can imagine, I was very upset.

My husband ran to the front desk for help, he was told “there is no mop maybe I can just give you a lot of towels, I am sorry and I will write this down for the manager.” They provided us with many towels to clean up the water. At checkout we talked to the associate about the issue from the night before and she informed us that it has happened multiple times and they keep letting people stay in that room. She provided us the contact information for the manager of the hotel and corporate and was apologetic.

I emailed with him and would never receive a response, reached out to corporate also with all the photos and details. I did not expect to be compensated for our damaged personal items, however I felt the entire issue could have been avoided if proper maintenance was done and due to the inconvenience I requested a refund. Corporate informed me that their notes from the manager said he had spoken with my husband about the issue and there was nothing he could do because we overfilled the tub. Corporate also said there was nothing they could do, that the manager would have to resolve the issue. Since then I have emailed MULTIPLE times with no response, whenever we call the manager is not available. I emailed from a different address to see if I would get a response and within 30 minutes the manager responded to my email and I then explained who I was and never got a response back. This is absolutely the worst experience I have ever had with a hotel and customer service. We stayed at the Best Western in April and have still been dragging this issue out for 5 months. I continue to reach out to the manager on a weekly basis and never receive a response.

1 week update after response from management to this review * still no response/ correspondence from...