Best Western Rockland — Hotel in Rockland

About the people at BW. Well, it's not just one person and that's what really impressed me and my wife. All of the employees (and I mean everyone), including the manager, were just impeccable. Even more, the following employees at the Best Western hotel in Rockland went not one but multiple extra miles to make sure that we had a perfect stay. These were Janet and Tina at the front desk and Rosie at the breakfast service. Janet went out of her way to find us the room the really fitted our preferences and she was constantly there with a smile to answer any of our questions related to things we could do around the hotel. Janet, courteous and polite, was also there for us with a great big smile always asking us if you needed any help with anything. Both, Janet and Tina, never once did they show that they were too tired to help us and take the time to speak to us! Last, but not least, Rosie's attention to detail when it came to the breakfast service is simply unsurpassable. The food was inviting, clean, fresh, nicely organized and Rosie was there on her toes asking every one at the tables if there was anything she could bring them. This was more like a full-service breakfast rather than a buffet one! An incredible experience. Dunking Donuts can't even come near to the quality of the food and the service and the cleanliness of the dining premises of Rosie's 'cafe'. {Sorry BW, but it did feel as if it was Rosie's cafe :)…but I guess this a reflection of you and how you treat your employees so bravo to you too}

About the hotel itself. Mind you that I am not the type to not speak my mind when I see something wrong. Actually, I have the reputation of being quite the critical person. Twenty years of teaching will do that to a person. But our stay at the Best Western in Rockland, MA felt more like staying with discreet and goodhearted friends and family members rather than staying at paid establishment. Please bear in mind that we didn't just stay for a couple days during which time people usually don't see a whole lot of problems. We stayed for twelve nights. If there was anything wrong with this hotel and its people that work there it would have shown. This was not a case of seeing somebody's true colors...there were none. What we saw is what we got. And it was consistent right down to our last day. The staff was as polite and helpful on the first day as on the last (if not more as we got to know each other a bit more). The decor of the main entrance and the reception area were similar to the setting in Polar Express.....warm and festive. There was Christmas music playing 24/7 unobtrusively in the background and that definitely set the mood. It even helped me with my back problem which appeared out of nowhere during my stay. The coffee was and is incomparable. My wife and I are still talking about that coffee which, by the way, was available all day and all night long. Never bland. Always hot and always tasty with a full body. Honestly, it makes Dunkin taste like coffee flavored water. The vending machine section was also ideally located next to the breakfast area and the ice machine was a true winner. I use ice in my beverages year around so that ice came really convenient. Finally, location, location, location. If you are from around the area then you know how strategically this Best Western is located. You are in the center of everything. Fifteen minutes away from the South Shore Plaza in Braintree, ten minutes away from the new Derby St. Plaza in Hingham, five minutes away from Route 3 South for Plymouth and the Cape, half hour away from Boston (via the 93 expressway) and fifteen minutes away from I-95 South for New York or I-95 North for Maine, New Hampshire and Montreal! You can even walk from the hotel to the nearby restaurants and pizza places. They are literally across the street. I have spent hundreds of dollars per night to stay at glamorous hotels but what they gave me represents a tenth of what I received at the BW in Rockland. If you are looking value for money and beyond, this hotel will leave you...

I travel quite a bit for soccer trips with my daughter and her team and this year has been one of the worst experiences I’ve had at this establishment. Other than the first night check-in employee the rest of the staff were rude, did not know how to handle a group of kids trying to have some fun, and they were not accommodating at all. After I found out that I had paid the same price for one nights stay as the rest of the parents paid for two nights stay I asked the front end staff why this was and if anything could be done. Initially they said they would adjust my rate for my first night and then the second night but then they went back on that word after I’ve changed my plans based on that information. The manager was then arguing with a parent assisting me with this process and saying there was nothing they could do. After agreeing they made me feel like I was the worst person they’ve met for trying to make my daughters experience similar to her teammates for the same rate. The manager then came over when the girls were laughing and having fun in the lobby and said “excuse me, excuse me! They all need to quiet down” when they could have easily told one of the adults if there were an issue. No one else was in the lobby and they are very young to have an adult reprimand them.

I’ve added this two hours later after checking into my room and getting an insincere apology from management you can see below just for the look of it. They put me and my 11 year old daughter in a room that smells like a poker game took place and everyone was smoking a cigar. I’ve honestly Never experienced such a lack for caring about customer service in my life....

My friends and I stayed here for one night this past weekend. We were put in a room that reeked of cigarette smoke (we called the front desk attendant, who was super sweet, to resolve this.) Within a half hour a new room was made available to us. It smelled, too; the air was stale and musty and smelled as if someone got takeout and left their leftovers sitting out for a few days. Luckily the air conditioning fan helped that situation a tiny bit, which made it bearable to sleep for the night.

There seems to be some sort of plumbing issue: the sink, toilet, AND bathtub all got clogged.

They have a lot of different breakfast items, which was nice, but it is all heavily processed and unhealthy food that just kind of makes you feel sick when you’re eating it (and I’m no health nut, but…), so we only just kind of picked at it. The woman working in the cafe was very nice, as was the receptionist.

We did feel safe there, and the room itself was clean, but everything just felt outdated and consequently kind of icky by default.

I also was not a fan of the bed situation: a thin blanket covered by a sheet. I know it’s summer, but it just isn’t comfortable to sleep under next-to-nothing.

Overall, it wasn’t a tragedy, but we wouldn’t recommend this place or...