Best Western Heritage Inn — Hotel in Concord

My room is not as clean or as maintained as I would like it to be. There is red...organic matter trapped underneath the glass covering my desk, which I use quite a bit. The glass itself is dirty on top. The laminated hotel information sheets had, what I'm guessing was makeup or eyeliner smeared on on side, so that grossed me out. The faucet on the kitchenette drips and can't be fully turned off. There are many contractor's and workers staying there, some apparently have never been out of town on a job, or stayed in a hotel before. So a lot of times they will take chairs out if the room, place them outside the door and proceed to play loud music, get drunk next to their trucks, smoke and talk loudly in the parking lot, until someone complains. I have found that doesn't happen with rooms located next to the lobby, or inner courtyard. These problems always happen in the back of the hotel property, where the seem to get away with it. The simple solution is to have security keep checking the back until everyone goes to bed. The worst times seem to be between 10pm and 11:30pm. Also, there is some weird, sticky stuff sprayed allover the sidewalks and sometimes on the cars. It was so bad it almost pulled my flip-flops off. So, when I travel for business, I only care about two things when I stay at a hotel, it must be clean, and it must be safe. Everything else us just a bonus. If I can't sleep because of noise and music in the parking lot, the furniture is dirty, and the faucet leaks, well let's just say, I won't be enjoying my stay. Edit: There appears to be renovations currently underway. I hope to see improvements in these fundamental issues. Also, I would like to add, the staff has been very accommodating, helpful, and friendly. Many deficiencies can be attributed to the age and wear of the property, but the staff has always been very welcoming during my many stays. Edit: 2 Well, since the hotel won't do anything about the drunks outside my window and in the parking lot, almost every night for two weeks straight, I'll add to this review until I have to get up in the next 4 hours. This place is pretty much a living nightmare at night. Thumping music, no security and 3 days of no hot water. Every night, drunks babbling with their room doors open, currently it's midnight. I'm tried and really sick of this place. Edit 3: It's officially tomorrow, drunks babbling outside, going strong. I did find out what that sticky stuff all over the sidewalk is, tree sap. So, don't park under the trees here. And bring ear plugs if you dare to sleep. Edit 4: To company and small business owners who send your employees on out-of town jobs. Those are your employees and contractors, wearing your company shirts, getting wasted on the tailgates of your company vehicles, with your company logos on them. You may not know it, you may not see it, but some of them are going absolutely berserk at night, publicly. Make no doubt about it, they are a legal and financial liability to your company. Don't let them go hog wild on these out of town jobs, it could really harm your reputation and put you in legal trouble. Edit 4: Nice and quiet 2 nights in a...

Our experience at this hotel was profoundly disappointing and concerning from the moment we checked in. We initially sought a refund on our first day due to the condition of our room, which featured a ceiling leak and an overwhelming mold smell. We were told that a refund wasn’t possible as there was no manager present throughout the weekend. As we were in town for a wedding, we had no choice but to stay elsewhere for that night.

Despite our initial terrible impression, we returned after the wedding, hoping for a better experience in a different room. This hope was quickly shattered when we discovered bed bugs in our new room. We immediately packed our belongings and called the front desk to report this.

The issues extended beyond the physical condition of the rooms. The front desk staff member on duty the night we discovered the bed bugs appeared to be heavily under the influence. His speech was incoherent, he struggled to remain upright, avoided eye contact, and demonstrated a complete lack of mental presence. While he was willing to be helpful, his impaired state made it impossible for him to properly document our reported incident, which is now hindering our ability to obtain a refund. This level of unprofessionalism and potential endangerment to guests is deeply alarming, particularly when management is unreachable.

Across both rooms we occupied, the fundamental standard of cleanliness was severely lacking. Floors were visibly filthy, suggesting a significant neglect of basic housekeeping.

Furthermore, the immediate vicinity of the hotel felt unsafe and unhygienic. We observed cockroaches, raccoons, and prostitution activity directly outside the premises. Guests should not have to contend with such an environment.

Despite this litany of issues – from severe maintenance failures and infestations to concerning staff conduct and external safety hazards – our request for a refund has been denied.

This hotel is a clear example of poor management and neglect. For guests to feel comfortable and respected, fundamental improvements are required: rigorous cleaning and maintenance, proactive attention to safety concerns, and ensuring staff are competent, sober, and present, especially during critical unsupervised hours. As it stands, the situation is...

Bed Bug alert!

I arrived with a friend Friday with early check-in. That was fine. The front desk was fine. Our room, which was a suite, was a bit dingy and old fashioned looking. Not a problem. I napped part of the afternoon - then went out later. I came back to the room, we got ready for bed (myself and a friend - 2 queens) turned on the tv. No instruction. Called the front desk - all he said was “ make sure it says hdmi in settings.” We finally figured out how to use the tv. After about 15 minutes I felt something crawl across my face.

A BED BUG!!!!

I called the front desk, he assured me that they never had bed bugs before. Well, you have one now. He offered us another room, so I put the bug in a pastic cup, and sealed it so housekeeping would see it.

At 9:45 pm we moved to the new room. It wasn’t great, but a little better. In the morning when I tried the shower, the water started backing up in the tub. I checked it to make sure the drain was open. The water was standing. I called the front desk again. Someone apparently attempted to fix it because the shower curtain was thrown over the curtain rod and the towels that were in the tub were now on the bathroom floor.

I took a showers, but stayed back from where the water was pooling.

2nd night we could not get the tv to work. No instructions and no one seemed to know what to do about it. Fortunately, night 2 -no bugs.

My friend who was traveling with me could smell mold both nights. I had a cold, so I couldn’t tell.

On Sunday, we went to check out-the manager apologized and assured us this has never happened before. Well, it happened to me at your hotel.

I suggested that we should not be expected to pay for such a bad experience. She said the she could give us 50% off one night, and waive the early check in fee. I let her know that was not acceptable / I asked her if she had ever had a bed bug crawl on her face. She apologized again and assured us that there was nothing else she could do.

I wish I had read the reviews before I booked - I would have avoided booking here. I have had really good experiences with BW in the past, and in fact am booked for a stay in another city soon.

There are several other hotels right in that area -...