Best Western Plus Jacksonville West — Hotel in Jacksonville

Traveled from New Orleans for 9 hours to Jacksonville for the wake and funeral of a family member. Called ahead and booked with Best Western (we use BW often in our travels).

After the wake, we finally made it to the BW and I noticed the overflowing garbage flanking the front doors. I thought it odd but entered the lobby anyway. Exhausted from a very long day, we walked into our room which smelled musty. The chair in the room looked dirty. Everybody was tired, shoes and ties were coming off and I was outvoted on changing rooms because the sheets were clean and smelled okay.

We discovered no towels were in the room (we were a group of 3) and while the toilet paper was crisply folded to a point, there was no more paper on the roll (who missed that? LOL)

Once I untangled the "sprung slinky" they called a telephone, I called the front desk; dead air - phone didn't work. Weary from such a long ride, I sent the teenager to the desk to report our findings. When she came up, she told me the desk clerk's answer was to try the phone again. She had towels and toilet paper in her arms.

I went down to the jacuzzi for a massage of my aching muscles . There were no lights, and the jacuzzi didn't work. Went to get the desk clerk who I fondly referred to as "Usher." Usher called the manager who told him the jacuzzi hasn't worked for 3 months.

Back upstairs for a shower - oops the shower head is falling off the wall. I complained. I called BW and complained. They gave me a complaint number and said they would be in touch with the manager.

The next morning we went down to load the car before heading to the funeral. Yep - the garbage was still flanking the front door overflowing. I went to the front desk to check out and the manager was there to tell me she was sorry we had such a bad experience and she was refunding our $106. I told her what happened said, "I appreciate the refund but as a business owner myself, I want to ask you what will you be doing to rectify the issues before the next guest comes along?" Her reply was that she intended to speak to housekeeping.

I am never ugly to anyone and I wasn't ugly to her but I did say, "You are a very sweet person and I appreciate what you have done to rectify this with me but I have to tell you, speaking to housekeeping is not the right answer. I gave you issues with maintenance, grounds and housekeeping. These are three separate departments. If issues arise in three departments, there is a problem then, with management. I would suggest to you that if you worked for me, you would have to devise a plan of attack that would convince me you were addressing all 3 issues departmentally. I would give you a probationary period to accomplish your tasks and have you implement your new methodology. At the end of that period, you would either keep your job or lose it."

I'm pretty sure she has no intention of changing a thing but I will tell you this, a man I met in the elevator said he wished his company would change hotels. Evidently, the railroad is housing a number of men in this hotel and they are not happy campers.

On an "UP" note - the beds are comfortable, Usher's name is Fidel and he's a doll, the manager is sweet and has a lovely smile but she's useless (poor thing) and the breakfast was okay and yes, they serve Community Coffee - God Love 'Em! But as a tip, you may want to call ahead to be sure that they have implemented a new manager or...

Doubtfully we'll return. I was in a rush to leave and failed to tell them of their problems of security and other issues (So...Dear Manager, please accept my apologies for not telling you this in person).

I'm extremely disappointed in the advertisement of having internet when clearly it doesn't work. I mean it's not like a momentary outage, it just doesn't work. You obviously have put your staff in quite the bind, forcing them to lie! Upon check-in we were even given the internet access codes, but when it wasn't working for us she fessed up, "Oh, it doesn't work on the 4th floor!" Why did she even bother to give us the codes? The door's lock is broken...missing a screw. Room 410... you have to push it with GUSTO to lock and YANK it to open. (Hope there's no emergency or some feeble person put in that room!) The glass mirror closet doesn't close/fasten all the way, so if you're not paying attention it'll open all the way creating an accident waiting to happen when the entry door opens (as we almost experienced). The toilet doesn't work properly...I think it's the float valve. Whatever it is- if 2 people need to use it back to back...there's a DEFINITE problem!! The carpet looked clean, but shredded. All it needs would be scissors to cut off the shreds. The room's ottoman was very stained (too yucky to look at let alone use). The elevator had an expired safety certificate and eerily slow. Lastly, this is petty and frankly it's my complaint of many hotels: the hook on the back of the bathroom door (It's so high even Isaiah Thomas wouldn't like it. I don't know WHY all hotel bathroom doors have hooks out of reach!).

Okay, those were the negatives, but there were positives: We arrived prior to the check-in time and the clerk did everything to accommodate us quickly; the room was clean; the A/C and heater both worked; the clock was actually set to the right time; we told them of a puddle of water in a public area(safety issue), they mopped it up in a timely manner; all the staff were hospitable (even the one who "misinformed" us of the internet problem had a smile on her face); the morning breakfast had the normal foods- beverages, coffee/teas, cold and hot cereals, sausages, eggs, waffles, biscuits and gravy, and pastries--but beware! There were unaccompanied young children (whose parents never schooled them in buffet etiquette), they touched what they wanted and touched what they didn't want! Lastly, the price was worthy enough to write home to momma (about $40-50 per night less than their competitors, but now...

I spent almost 10k dollars on my stay there because my home was found to have mold in it i have two children and kids are kids yet not there my child bumped a picture and it slid down a wall and frame came off no broken glass pic itself fine sat it in closet keep out of harms way. A table i could get at family dollar that was not bolted correctly leg broke off room charge 250.00 after a stay that cost me 10k did they ever hear of wear and tare?? Kid friendly rooms it appears they have yet nope they dont. Over charged my room no deals and now two days later trying to accuse me of smoking on floor that is full of complaints for smoking because they never upgraded the hotel to become non smoking it just called non smoking btw how do i know this i met the inspector on my stay he explained how they FAILED inspection needed new carpet new curtains new paint on fourth floor ESPECIALLY BECAUSE IT WAS THE PREVIOUS SMOKING FLOOR. They have no evidence and still pushed throw the charge. I got accused of smoking weed also but i wasnt even located in the hotel at the time i was on the road for 7 hours each day. The guest in 411 was actually the person who was.l NEVER was told sorry nothing. They have many issues as i discovered in my stay bed bugs scattered thru hotel they claim come from csx workers do they charge them 250.00 ? Also the kitchen help tells everyones business even the GM's home life talks behind guest backs especially if your csx because they stay there daily. Housekeeping has nice people but they get paid pre room so if u have do not disturb they dont get paid oops dont tip because they will make up things to get in your room. They are not to touch the door yet found do not disturb on my bed my last night i was there when its was tripled checked before i left so i know they were in there. Never give this hotel money for extended stay our they will try to get you for every dime 10k wasnt enough they charged my card 666.00 purposely for my final stay due to what i listed above . and csx should pull there business they're rooms are always sold out purposely btw and the men sleep in lobby til room becomes available because they make more money off average guest rooms front desk shouldn't talk so loud and i...