Eastgate Hotel, BW Signature Collection — Hotel in Bellevue

I recently stayed at this hotel, and overall, the property itself is good — the room was spacious, the bed was comfortable, and the breakfast was full. The only odd thing was that the shower water made my eyes sting a bit. My problem wasn’t with the hotel itself, but with how I was treated by the staff.

Probably I need to start with that I’m foreigner, but live in US for couple years. When I arrived, I met David at the front desk - who I later found out is the manager. He didn’t greet me, just looked at my ID. I told him I planned to pay in cash. At first, he said they could hold the amount on my card and I could pay cash later, but after calling someone, he came back and bluntly told me they don’t accept cash, and that I should “find another place.”

I told him I would try to figure something out. It was late, banks were closed, I didn’t have a car, and I was exhausted after my flight and work - so deposit cash physically wasn’t possible. I asked him for the exact amount so I could ask a friend to transfer money to my card. But when I went to pay, the total on the terminal was $100 more. I assumed it was a deposit - which is fine, but I had asked for the exact amount because I needed to request the right sum.

When I asked about the $100, David became very rude and accused me of trying to bargain. I wasn’t - I was just trying to understand and adjust the payment. He kept interrupting me and saying “no hotel in the world does that” when I asked to split the total between two cards. Eventually, I was able to explain that I’ve stayed in many hotels before and it’s normal to split payments. He said he couldn’t understand me because I “speak badly.” I also had to call for his attention several times, as he kept ignoring me. Before charging the card, he asked me to repeat my last name, and when I did - he snapped: “I don’t understand anything, give me your passport,” in a very rude tone.

After I finally paid, I went to my room and air conditioner was broken, the room was over 100°F. I immediately came back and showed him a photo. He said he would give me another room but first asked, “Did you take anything from the room?” — implying I might have stolen something. I had been there for no more than 30 seconds. He refused to give me the new room key until he personally went to check. Then he gave me a new key — and the second room also had a broken AC.

After, he gave me a third room. By that point, 1,5 hours gone and I was running around with my bags (without any help) all around hotel. Told my friends what had happened and they found me another place to stay. The next morning, I went to the front desk, and thankfully, there was a different person working. I explained the situation, and I’m really grateful that they handled it kindly and quickly issued me a full refund. That’s the only reason I’m not leaving a 1-star review.

Later, my Uber driver who picked me up told that he’s heard similar complaints from other passengers about this same hotel — specifically about how people are treated.

So I don’t know why it has 4+ starts, when people in Seattle knows how bad this hotel can be.

Additionally one...

We had a 6 day stay during the month of July, 2025. -

Cleanliness: Common areas are awful - you can see from the pictures that the hotel is dirty. There are stains and dust everywhere. The common area trash can is overflowing.

Room -Spacious but dirty. The lounge chair had what looked like a period stain in the center. The room was not visited for cleaning until we went to the front desk to tell them to please come clean it. This was on the 3rd day. There were other guests complaining about the same thing.

Beds: NOT comfortable at all. Not much cushion and "bumpy" Pillows: Great pillows

Atmosphere - there was noise all the time. The air conditioner was not working properly and there were water pipe noises all night long. A water pipe broke and we had to evacuate the hotel for a few hours one night but the noise was every day prior and after the pipe incident.

Breakfast - The breakfast buffet was missing serving utensils. People were using their hands to serve themselves cereal/oatmeal topics. There was dirt and dust all over. It was very disgusting. The only reason you see spoons in the serving dishes is because I put them in there myself.

The staff was friendly EXCEPT for one lady by the name of Kristin that worked in the breakfast service. I felt harassed by her. She was literally mocking me. I found her behaviour unacceptable and management appeared to not want to deal with the issue. The manager told me to call the outsourced 1800 number.

Snack room.- well stocked, typical hotel prices, the one thing I noticed was that staff (mainly the manager "Trae" would randomly decide who she would charge for snacks and who would get them for free. I did not think that was professional. I was sitting in the lobby for hours working because I found their office space too small and dirty. I was able to observe her selling snacks to some guests while giving snacks for free to others. I was even the recipient of free snacks so I know for a fact that she would show preferential treatment to some guests.

Overall I would never stay in this hotel again, not because of the dirt because I actually take my own wipes and lysol spray and clean my hotel rooms when I travel, but because I felt insulted, accosted and threatened by Kristin and my perception was as if no one wanted to do anything substantial to address the issue other than tell Kristin to stay away from me. I even decided to leave the hotel for a couple of days to see if administration would take more serious measures on the issue. Kristin was told to stay away from me by her immediate supervisor, front desk staff, and the general manager but Kristen continued to approach me and my roommate. It was an awful frightening experience for me.

It is impossible to contact hotel management outside the hotel itself. I was told by the 1800 number I was given that they are a contracted service to take complaints but that they do not have any other authority. The hotel general manager told me she could not give me her immediate supervisor's contact information nor leave them a message...

On one of the nights (9/14/2025) we stayed at this hotel, all of their fire alarms across the building went off around 3am, triggering a mass evacuation but no communications from the hotel staff during the incident whatsoever. We spent more than half an hour in the parking lot along with the other hotel guests before people started re-entering the hotel, with no comms from staff to any of us. My family and I went up the stairs to get to our second floor room and when we tried to leave the stairwell and get onto the main second floor to access our room, the door handle literally came off in my hand. The next morning we shared our concern with the female front desk staff who was kind and responsive and offered us a discount on our stay the previous night. However, as memorable as that night’s stay was, at that point, we probably still would have stayed at this hotel again.

However, at around 2am that next evening (9/15/2025) our fire alarm in our room started to chirp as if the batteries were dead. I walked down to the front desk around 3am and this time a man was staffing it, who was much less responsive and professional than the woman who checked us in and arranged for our “fire alarm evening” discount the previous day. He first told me they were out of batteries but could move us to another room - our daughter had an important event at the university and was sleeping unlike my wife and I so I declined. I asked him to notify his manager about our experience and he said he would do that. A few hours later and little sleep, we came down for breakfast and I spoke to the same man behind the front desk - he then told me and his female coworker that he had offered to me to come up and replace the batteries (this from was the same individual who told me they didn’t have any batteries six hours earlier). He also told us that since no one was compensated for the previous night’s building-wide fire alarm evacuation (also not true) his manager wasn’t going to offer us any discount, or points. We are still traveling as I write this, but when we get home I will be reaching out to the manager to file a complaint. While the initial woman who checked us in at the front desk was courteous, professional and responsive, that was the end of our positive experience with the front desk. Of greater concern were the several safety concerns that popped up during our stay.

Price aside, due to the safety concerns, building malfunctions that always arose at 2-3am, and a mixed bag of experiences with staff (a very responsive woman, but the man was anything but customer service oriented) would likely have us staying elsewhere...