Best Western Plus at Lake Powell — Hotel in Page City Limits

Worst hotel experience I have had in my life. Here are some situations we had the pleasure of experiencing in less than 24 hours during our stay:

Upon arrival at 1pm, we would have liked to have checked in since we would have liked to spend some time by the pool before our excursions. This was beyond the scope of the "reception" employee. In a very blunt and customer-unfriendly manner, she informed us that the entire hotel was full and that they had only just started cleaning the previous rooms (bizarre when the checkout is at 11 am and it is already 1 pm?) and that no room would be available before 4 pm! Ok, can happen even though this seems very late to me... The lady in question also made no effort to suggest alternatives or to stock our luggage in advance. Then we asked if we could at least use the pool already (considering we had booked this hotel especially for this and had come early). Again the answer was no because we had not yet checked in. Top customer service! With a frightened heart I asked if I could use the bathroom (after a 2.5 hour drive, not abnormal, you would think), and after rolling her eyes we were given a pass to go to the bathroom.... On top of all this, guests were able to check in already during our checkout the next morning at 10am??!! (Maybe this was possible because then the general manager was at the front?)

After rescheduling our activities because we were not allowed to lie by the pool, we arrived back at the hotel at 4:00 p.m. to hopefully check in. Once we arrived, it was chaos at the front desk and there was a line all the way outside to check in... After waiting 40mn, it was finally up to us. The receptionist did not find our reservation. At the same time she picks up the phone and starts gossiping to, what I suspect, her colleague about other guests that they were making trouble etc. To us she says nothing the whole time and after 5mn we suddenly get our hotel tickets and that's it. Not even enjoy your stay or how to find our room....

We thought we could finally go to the pool but this was suddenly overcrowded only 40mn after the official check in time. Still bizarre that in 40mn time everyone went to the pool.

The cleaning ladies came knocking every 5mn from 9am onwards to clean the room. Even though every time we said we were not ready yet.

Breakfast was reasonably good and there was plenty of choice. But again the service let down. You had to eat on a cardboard plate with plastic cutlery. While leaving the restaurant (which was closed to guests at 9:30 am sharp while people were still eating) we were told by the waiter(?) that we MUST clean up our own table. That way he could immediately continue looking on his cell phone, as his colleague next to him was also doing. We had been in another Best Western Plus the day before where we did not have to clear our own table. (Btw in no hotel I have ever been to I had to do this)

The "least worst" point (but still quite annoying) was the long wait for the elevator every time.

During check-out, the general manager asked if everything was okay to which we briefly said that this was the worst hotel experience of our lives. She would have liked to talk with us further but we had to go on for an excursion. Should you read this review you can always contact me...

I recently stayed at the BW Plus Page branch on April 6-7 with my wife and 2-year-old son, after making the reservation through the Agoda website.

Upon arrival at around 8 p.m. on April 6, I was disappointed to find that there was no baby crib in the room for our infant, despite requesting one at the time of reservation. When I asked the front desk staff for a crib, I was simply told, "I’m sorry, but I can’t find baby crib, so I can’t give it to you." Despite further inquiry, the staff member only repeated that they couldn't find it. As a result, my 2-year-old son had to sleep on the floor that night.

The next morning, April 7th, when I spoke to another employee at the front desk, they seemed unaware of the situation from the previous night and apologized for the inconvenience caused.

I couldn't just ignore this issue, so I officially raised the issue with the head office of BW. The answer is even more disappointing.

Today, I received a call from a branch representative. She explained the situation: a) At the time, there were 5 baby cribs at the location, all rented out, and we arrived late. b) The hotel did not receive our request for a crib from Agoda, nor were they aware of our child. c) The staff named Jackie claimed she ‘couldn’t find a baby crib,’ which was deemed a fair response. d) Many communication errors occurred, including my own as a customer, as the representative suggested I should have called directly to request a crib.

However, I find several aspects of this explanation absurd. First, when I asked for a crib that night, Jackie didn't even look for one, saying she 'couldn't find it.' If the hotel hadn't received a crib request from Agoda, how would they have known I needed one before I made a verbal request? (Actually, At that night, Jackie just said to me that night, 'I know you asked for a baby crib, but I can't find one.') Second, she said 'I can't find it' instead of 'I can't provide any cribs because they are all rented.' If the hotel's explanation was true, she should have said, 'We're sorry, but all our cribs are currently rented' or 'We have no cribs left.' Furthermore, when I inquired with another employee the next morning, they said they had a crib and would provide it immediately if needed. Please don't claim customers returned cribs before 8 am. Lastly, when we made a reservation through Agoda, we made a reservation for 2 adults and 1 (2-year-old) infant, and paid the corresponding fee (for 1 infant) additionally. Therefore, they must have known that we were with one infant.

What shocked me most was the representative's attitude. She dismissed the issue, citing a busy hotel, and offered me 5,000 points. She didn't listen to me, repeated a one-sided explanation, and blamed me for not communicating. I had already requested a crib through Agoda, as other hotels received and prepared cribs based on Agoda requests. Why does BW Plus Page claim not to have received the request? Why does this branch accept Agoda reservations if direct requests are necessary?

I recommend not visiting or...

We spent one night with this hotel and had my worst hotel experience ever (yes, WORST). I would like to give a zero star for the manager at the front desk was astonishingly rude and actively unhelpful.

We made a reservation for two rooms via Chase Travel. When we checked in, the manager told us there is only room booked and they are fully booked for that date. Without any further confirmation, explanation, or even words saying sorry for the inconvenience, she yelled at us and said “it’s their system’s error, not our fault, it’s your responsibility to confirm with the agency for resolution”. It was 8pm at night and I called Chase to confirm with the Manager, she even yelled to chase agent saying “it’s your fault, I have no room, you are not listening”. Very “impressive” about how professional this Manager is in terms of communication in a proper manner.

I have a few more reservations with Chase and this is the only instance that the booking was not completed, without further explanation or validation, the manager assumed it was system error by Chase not their hotel system, and being extremely rude and impatient to us. She also claimed she has access to ALL HOTEL inventory in the town and no room is available for the entire town. Chase helped us to find a much nicer hotel and paid for that with much welcoming front desk ladies within 30 mins. But as the person who has access to hotel inventory in Page she just refused to do anything and blaming us. WOW, What a LIAR!

Even more disappointing about this place, we overheard in our room that the staff from this hotel saying in the hallway about “the booking was wrong , and the ASIAN family was freaking out”. Was the booking error matter with our color??? The tone they commented making us extremely uncomfortable. I remember I’ve seen a comment for this hotel regarding the manager is very arrogant and racist towards Indian people - now I have the same feeling, they are racist against Asian group in general.

Page is a beautiful place to visit and there are many great hotels nearby. I will recommend you to find other alternatives which have reasonable price...