Best Western Plus Indianapolis NW Hotel — Hotel in Indianapolis

As of 6/28 I am STILL waiting for a returned phone call. Called twice and was told I would get a phone call back. Booked 6 night stay for the Midwest Regional Soccer Championship. Checked in Thursday night at 10pm. Friday my toilet overflowed flooding my room which also overflowed into the hallway and neighboring room. It was a massive gush of water that was flowing. I had to tell the front desk 3xs what was happening before someone came down. The phone in the room was not working. There was no shut off on toilet. Maintenance mopped water with a bucket, I offered to help because it was going too slow. Water was seeping from the wall into the hallway. I asked if they could give me a break on my room charge thinking they would clean the floors and I would stay but deal with soaked carpet till it dried. They said no then questioned me what I did to make it flood stating they are new rooms and they already had a TV broke on another floor...has nothing to do with me. I explained I went pee and flushed and the water gushed. They repeatedly asked what I did to make the toilet overflow. I requested the supervisor, manager, general manager repeatedly and they said they could not call them. They finally said they did call and I was again told they could not do anything. I told them I was forced to check out as they were booked and unable to give me another room. Other hotels in the area were booked as well. Just before packing my belongings the attendant told me the GM said she would comp my nights stay. Once I left my room I checked out and they gave me a receipt for the night. I asked why I was not comped as they stated and I was told I would be comped if I stayed another night. THEY NEVER CLEANED THE FLOORS WITH A CLEAN BUCKET OF SOAPY WATER. THIS IS A HEALTH HAZZARD. I told them I would not stay in the room if they can not clean the floors. I even had to tell maintenance they had to plunge or snake the toilet as something is wrong. He flushed it and it overflowed AGAIN. I told the front desk maintenance did NOT mop the floor with soapy water and they kept telling me he cleaned it...he did not. I was told the GM LaShaun Frye would call me the next day and I am still waiting. I have left her a message but no response. I was insulted, accused, and inconvenienced as our entire team is at that hotel. Team bonding and nightly meetings are held at the team hotel. I am now 15 minutes away. The customer service was horrible. They were rude and accusing me of doing damage to cause the flood. I would have stayed if they properly cleaned it but they obviously have no health guidelines for situations like this which makes me wonder how clean everything else is in the hotel. Over charged as well $149 for a two star hotel. I deserve a...

Terrible experience, avoid this hotel and go elsewhere. Beginning at 5:30 am, the fire alarm went off 15 different times over a 4.5 hour period. The staff did not communicate to guests if it was an emergency or not. The hotel was sold out, leaving many guests to speak to one another about evacuating. No mass phone call assuring guests they were safe, nothing. I spoke to a fireman and was told it was a false alarm. Breakfast was served from 6:00-9:00 am and unfortunately, the few times we attempted to get food, it was empty (no eggs, meat). The juice machine provided water, several juice cartridges were empty. At 11:00 am, a water main broke, thus hotel rooms did not have working sinks or showers and toilets were backing up. The pool during this time was unusable. Both elevators smelled so strongly of marijuana, many guests opted to use the stairwell. ||While some of these issues were beyond the hotel staffs control (specifically the water main break), the way they responded to guests was a major area of disappointment. At no point did front desk staff (Emily, Rodney) offer to find accommodations elsewhere. Neither front desk staff was forthcoming with information as to why the hotel did not have water (I walked to a neighboring hotel to find out why there was no water pressure, when it was expected to be turned back on, etc.... That hotel staff was forthcoming with all information they had at the moment, polite, and efficient). We asked to speak to the general Manager, Bridgette, however Rodney told me she wasn't on the premises. Upon checking out to move to another hotel that had a working water supply, we requested a refund due to our experiences, we were flat out denied. I asked when Bridgette would be in and Emily responded that she was in her office and had been for several hours (a much different answer then Rodney has provided). I was happy to wait until Bridgette had time to speak to me, however she would not come out. The hotel staff charged our credit card in full, their only response was to "take it to upper level management if we have concerns." ||With all due respect, the general manager is upper management, and hiding in her office to avoid tough conversations isn't handling anything, it's avoiding responsibility. ||We travel through IN often and will not stay here again. ||We found accommodations at the Fairfield by Marriott Indianapolis Avon location (119 Angelina Way, Avon, IN, 46123, phone #: 317-271-9200).||What a difference of night and day. Excellent, accommodating, and friendly front desk, ample space which was clean and odor free, breakfast was well stocked and offered spacious seating, and the hotel room was...

1. There was a hole in the shower and you could see in the wall. Was a little weird and unsettling. All local hotels were full due to an event so we couldn't really move. The hot/cold was opposite to what it was actually labeled so you could freeze or burn yourself. If you took a shower mid morning there was no hot water. The toilet ran unless I took off the lid and lifted the stopper.
2. It was very loud! They were vacuuming the hall at like 930 pm. I was made to sign a noise level agreement but apparently I was the only one who paid attention because there was constant yelling, crying, music, stomping at all hours. Which, I get it there was a ton of teens in town for the band tournament but still... We were by the elevator and it was very loud, anytime someone got on or off you could hear it, which was constant. AND on that note only 1 elevator was working so it was slow.
3. The breakfast was so frustrating. Unless you were downstairs at the crack of dawn you were out of luck. The muffins, pastries, waffle mix and frozen sandwiches were gone. The staff would not give you any either. They said it was completely out. Either they were being stingy, lazy or someone goes shopping every day because there is no way everything is out and cannot be refilled daily. Even if they do shop every day, clearly they don't buy enough to feed their customers because it literally runs out EVERY DAY!!! This was the most frustrating part.
4. The staff was rude and indifferent. They acted like they just could not be bothered and really didn't care what you thought, like "eh so what". Except late night front desk on Saturday 11/13/2021. They were really sweet.
5. You could not use key card to enter the building on side entrances, which was not cool because it was freezing outside and parking lot was full so we had to park far. Which was fine but getting into a closer door instead of walking around the building in the freezing cold would have been nice. The manager was suppose to call me but never has. I will say I am grateful to have a warm, safe place to sleep at a decent price. I am grateful that it was clean and that if asked for things from house keeping they had no issues giving us supplies. I understand it can be stressful in working in the service industry and we were very polite and thankful to the staff, I am sure they were just...