Best Western Plus Rumford Falls — Hotel in Rumford

Update 1/9/2024

I just wanted to take the time to reiterate my appreciation for this hotel and its "very" capable and professional staff...

On my last visit, recently, there were some specific issues with a long term reservation made months in advance. The circumstances were not very serious in the beginning. I checked in and was informed that the room that I was scheduled for was OOS (Out of Service) and that I would be relocated to a smaller room without the kitchenette for about 3 days, to check back in after those 3 days.

3 days later, I check to see if my room is available as instructed. It was not. I was told again to check in another 3 days and that I would be moved into my reserved room if it was available then.

3 days more, I check again, but this time there are a few more issues that were brought to light. To make a long story short and not bore anyone with the many details, I will summarize it for this case.

There was an issue with my reserved room that caused it to be placed in the system as Out of Service or Out of Order... There were other rooms marked as the same, by my recollection. The storms had passed thru several weeks ago (flooding) that caused an influx of guests as well as a busy season for skiing and other traveling workers that caused the hotel to be booked as well.

I was told that there is a chance that I could be without a room for a couple of days. This is where my head started spinning, thinking of a resolution on my part to find another place. Of course there were questions and frustrations, but I am not a person to "come down" on folks for items that were out of their control. (Meaning, these were not the managers or the reason the room was unavailable)... This is when the staff from the check in crew all the way up to the Executive Manager (Bill) really kicked into gear.

It took a few minutes, an email to the Local Manager (Gina) to get the ball rolling. I knew that the staff at the desk are limited as to what they can do to truly solve the issue. But let me tell you, the guys at the front desk that night, absolutely amazing and super understanding, professional and accommodating.

All the staff helped get a room for me, assured my stay in that room for the remaining month onsite. Gina came in, I am sure after being warm in her home, to personally handle the situation, clean the room with her staff and was able to understand how it happened for a speedy remedy. Bill called me personally to make sure I was taken care of and the call ended more like a couple of guys chumming it up. The front desk crew, they just kept right on trucking thru the busy line up of guests coming in, the room "kerfuffle", the other items that were brought to light in the system and process.

From the time the email went out to Gina, it was maybe a total of 2-3 hours to get the entire situation worked out. I cannot say enough to convey my gratitude and appreciation for the entire staff at BWP Rumford Falls.

I am now in my reserved room just before the next set of storms hit the area and grateful to have met the staff here in Rumford Falls, ME. As we say in the Navy, "Bravo Zulu for a job well done."

Very nice, BWP. The Suite Kitchenette is very helpful for my travels. Rumford is a super small town with minimal selection of restaurants, so I cook myself here.

The staff are super helpful and accommodating. Pam, she is one of the nicest people I have met her.

Rooms are clean and new. The outside is nice, too. There is a trail behind the hotel that was a plus for me. It goes on for miles. A creek behind there as well, lots of hiking and photo opportunities.

I will be staying here from now on...

When called to make reservations two weeks prior to stay, we reserved a room with a kitchenette, which only means it has a sink & an apartment sized fridge, not a stove top. When we checked in of course that wasn't the room we received. The manager insisted the kitchenette room was previously booked two weeks ago......of course it was, BY US! He did very little to rectify the situation and his attitude became displeasing so I dropped the issue at hand since there are only FOUR kitchenette rooms in this 63 rooms hotel. GOOD LUCK TO YOU! The front desk Staff ASIDE from the manager are very nice, courteous & helpful at any given time.

Now to the BIG PART for me.........Housekeeping is a miss. For three days straight, they didn't take out the trash and not once have they made the bed. Yes, they actually come & service the room & didn't make the bed or take out the trash. They straightened up the bathroom, sometimes skipping to refill toilet tissue, hang up the used towels. I mean at times it is laughable. It could all be a training issue but it definitely needs to be looked into.. Why even bother coming to service the room if you're not going to do it correctly. We figured it out..... we have to sit the trashcan right by the door or outside the door & it gets taken out.

I've been here going on 3 weeks with more to to go. I keep replaying the manager saying the hotel "is sold out". There's 63 rooms here & I have yet to see more than 20 cars in the parking lot day or night.

UPDATE: According to the front desk they don't make your beds UNLESS you request it. Now that's the most ridiculous housekeeping routine I've ever heard of in the Hospitality business. Housekeeping only provides clean towels & vacuum daily & any other service like mopping the bathroom floor, making the bed & daily trash HAS to be requested. The front desk stated the reason they don't make the beds is because of COVID. Mind you there are no COVID precautions/awareness placed around the establishment.

Forget about calling the front desk to get connected to one of the rooms because the receptionist flat out said she doesn't know how to do that. So I was unable to contact one of our travel co-workers.

Best Western has failed in training this site big time. I personally believe it opened too soon.

If only there was another hotel near by to meet my job requirements.

Bring your bug spray....... we find Spiders every day in the room & bathroom.

Also the room had fleas, we reported it and the front desk said "she knows because it's a pet room".... so to ensure the possibility of sleeping with fleas make sure you request a pet-free room. We requested a room change which didn't happen. The only thing they did was spray/bomb the room while we were out at work, they did even change the bed linen, had to go to the front desk and change the bed linen myself.

It seemed the longer we stayed, the worse it got instead of better. My company's bill was over 8k for my work related stay totally not worth it.

NOTHING PLUS ABOUT THIS BEST WESTERN......PRETTY...

My review would have been 5 star if it wasn't for assumptions made and the horrible treatment we received in the morning. We wanted to in fact extend our stay so I asked the lady at the front desk and was told that no we couldn't extend the stay in our room so I asked if we switched rooms could we have an extension for one more night. I was told no they would be completely booked. Keep in mind this woman never looked on the computer or even looked up from whatever game she was playing on her phone. So I double checked and reserved online to try and get an extension hoping someone higher up would see it and question why or at least give me a real reason. In the morning I went to bring the key down to see what was going to happen and the manager was there and said he wouldn't extend our stay when I asked why? Or if it was something I did wrong I was told inkeepers choice. I repeated my question and asked if he could tell me why and was told again innkeepers choice. So I left it at that and set off to get my things together. After I got everything together and got through the checkout process I received an email receipt stating a smoking fee. I marched right back in and demanded to speak with the manager. I pointed out that I noticed the charge and explained that yes we are smokers but if they watched the cameras or asked anyone at the j desk (you have to pass the front desk to get to any rooms) they would see we were diligent about not smoking in the room. I was not about to pay an extra $250 for something I didn't do. After I said that I was refunded the money with next to no fight about it. He told the woman at the desk to refund the fee. If he truly thought we smoked in the room wouldn't there be more of a fight. So that makes me think that if I brought this to a higher level that's what he would have said was the reason to deny the extra night. So anniversary night ruined because my hubby and I don't get to do this often so when we get the chance we go big. So instead of writing the great review I was hoping to I'm writing this one. Smokers beware and hope you don't need to try and reserve an extra night. And before you say well if you didn't smoke in the room how did they know you smoke when I went to check out I had a cigarette in my hand. Sad thing is the room wasnt left trashed I left the room cleaner then most people would have. And don't go with any big expectations of the pool your lucky if it...