Best Western Plus Concordville Hotel — Hotel in Concord Township

We actually had a nice, uneventful stay here, and enjoyed the breakfast. Unfortunately, our nice stay was eclipsed by the extremely poor customer service afterward.

This will most likely not impact you if you manage to leave with all of your belongings. I, however, accidentally left my nursing pillow in the room and flew back to California without it. When I called the hotel about it, I was pleased to hear that they would ship it back via FedEx. All I needed to do was fill out the authorization form to charge my credit card. I asked for a price estimate to determine if it would be worth it, and they were unable to provide one (they deliver the packages to FedEx with the authorization form without ever knowing the cost to ship). I asked if they would pack it efficiently and ship it the slowest (cheapest) way, as that is the most I'd be willing to pay. They assured me they would. I knew the weight of the pillow and approximated the size of box necessary, and determined that it should cost about $20 (a new pillow costs about $50), so I authorized it.

I received my pillow about 2 weeks later. It was packed well and I was happy to have it back, but I hadn't been charged yet. Imagine my shock and horror when I saw that I'd been charged $98! I looked at the shipping receipt and measured the box, and saw that they had not chosen FedEx Ground (4 business days) but FedEx Express (2-3 business days), and it had actually cost that much to ship. I could have purchased two new pillows for that price, and was upset that they had not shipped it responsibly as they'd said they would. When I called the hotel, I spoke with Meg (I believe), the manager. She said there was nothing they could do, that FedEx Ground wasn't available to them. I asked why I wasn't told that when they said they'd use the cheapest shipping option, and she said they had no control over it, and that this was a courtesy they offered and everyone is always mad about the shipping charges. Obviously this has happened before, so you would think they'd mention the shipping method. She was not helpful and almost hostile until, frustrated, I told her I'd be writing negative reviews. At that point she said she wanted to work with me, and said she would discuss it with the owner. She called me back and said they couldn't help, but they could offer me a room next time for $50, and "that's a very significant discount." That is $40 less than our room rate, whereas the difference in shipping costs was almost $80! I told her we wouldn't be back.

I then called my bank to dispute the charge. They told me I had a valid claim, but asked me to contact FedEx first, which I hadn't thought to do since it wasn't FedEx's fault. After fewer than 5 minutes on the phone, and me explicitly saying it wasn't their fault, FedEx had refunded me the price difference of almost $80 (the actual cost was $21). FedEx took responsibility when they hadn't even done anything wrong. Thumbs up to FedEx, thumbs down to Best Western Plus...

I grew up just 2 miles from this Hotel many many years ago when there was pretty much just fields around. I cannot believe that we have a hotel of this caliber right in basically my old backyard. Many times my family and I went to the Concordville Inn, which was just in front of this hotel, so I was very happy that facing moving my aging father in and out of rehab, hospital and assisted-living, I would be able to come on a regular basis and stay in this hotel. The exterior and grounds are lovely. It is conveniently located off two major, thorough fairs, very close to shops, boutiques, and restaurants. Quick and easy ride to many sites , including the Delaware border just minutes away and just a quick hop skip and jump to Philadelphia if you are inclined. The lobby is very large and spacious and elegant. It is spotlessly clean. Because I have been traveling twice a month for the past five months for somewhat difficult circumstances, it is very nice to be greeted by staff who recognize me and have friendly faces . I have never stayed in a room here that has been subpar. Always clean always comfortable. No strange smells ample towels and toiletries. The beds are extremely comfortable. The Wi-Fi works and there is even a mini fridge. The only downside is the last visit. The walls seem to be very thin as I could hear the telephone conversation that was happening on the room next to me it seemed that the two beds are both sharing the same wall in my room and in theirs that is the first time that has happened. This hotel boasts, a pool, a gym, a new restaurant/bar a small grocery area to buy necessities free, coffee and fruit downstairs and free breakfast in the morning. I just some time there right before Christmas and was impressed by the decorations in the lobby. Every time I go to this hotel, even though I am away from home , and returning to my hometown for a rather sad reason I am made to feel very comfortable and welcome. The hotel does remind me of hotels I have stayed in in London or larger cities like Washington DC but the staff give it a very homey feel. I would highly recommend staying here and if you plan on coming to this area often, I would suggest be coming a Best Western member , there are great prices to be had. Husband and I are Marriott rewards members, but I still choose this hotel because of all the things I just mentioned. We both have hotel backgrounds and have high expectations and tend to be very particular. This hotel always exceeds my expectations in terms of...

This hotel is in a great location for getting into Philly, and has many restaurants around. We were greeted warmly and the breakfast, although nothing special, was fine. Our room was clean and well-kept. So why is my ranking low? Because this hotel is trying to pull the wool over their guests' eyes in a completely ridiculous way.

When I registered, I was told that I needed to electronically sign off on a $35 per night credit for any food we might take out of the (very nice) snack closet. I did so, and a number of other notices, in tiny print, came up. I glanced at them, but the clerk was talking to me at the same time, so I didn't pay much attention. (I know! My mistake!)

We were assigned a handicap-accessible room, which was fine, although it did mean that there were only two small hooks in the bathroom, and thus no place to hang up our larger towels. I thought that was too bad, as I usually would hang my towels up and save the laundry usage, but we couldn't. So we left our towels on the floor in a pile.

When we returned from our day in the city, we were surprised to see that our room hadn't been cleaned and the towels had not been replaced. When I went to the front desk to report the mistake, the desk clerk informed me, "Actually, we only clean rooms that are occupied by the same people for more than one night every four days." I replied that I hadn't been made aware of this, and he said that it was listed on the electronic signature form I had signed. When I protested that it would have been simple to just tell me when I checked in that this was the policy -- like many travelers right now, I can understand that housekeeping help is hard to find, which is what he said the problem was -- he said, "Yeah, the owner told us not to tell people, because then people will protest, so instead, he had us just stick it in the signature page so you don't notice until it's too late." Then he and the other desk clerk snickered together -- yeah, got me, I guess.

I asked for the manager's email address to be in touch with him, but I ultimately realized that I'd rather complain to Hotels.com (which I did, as I booked through them) and make them aware of the problem, and to let you, dear reader, know that this is the vibe of this particular hotel. As I said, it's too bad -- such a weirdly underhanded thing to do in an otherwise pleasant place. Anyway, that's why they get 2...