Best Western Plus The Inn & Suites at the Falls — Hotel in Town of La Grange

My husband and I recently spent two nights (July 12 and 13) at the Best Western Plus Inn and Suites at the Falls in Poughkeepsie, NY. We have stayed there several times before and were always pleased—but not this time. Overall the hotel has deteriorated. The gardens in front need weeding, and the fruit set out for breakfast is so old that the skins are literally wrinkled. Carpets need vacuuming, windows are filthy, and the desk staff is engaged with listening to loud Indian radio or television broadcasts rather than assisting guests. However, the real issue is described below:

On the first day our toilet clogged and overflowed. Fecal matter (not ours) erupted from the fixture and soiled the floor and toilet. We were told that the staff person on duty would fix it. However, when we arrived back in the evening, the room had been neither cleaned nor tidied—there was trash in the containers and wet towels in the bathroom, with no clean towels available. The floor was still filthy and toilet seat lifted. Upon inquiring, we were informed by the desk clerk that rooms are never cleaned during the guests’ stay and that staff will not enter a room without the guests being present. We were also informed that the plumber would not enter a room without the guests present -- and thus whether the toilet issue was resolved was unknown. Someone may indeed have tinkered with the toilet because we were able to flush safely. However, the toilet seat and floor needed washing after the fecal overflow. Hence I cleaned the bathroom floor myself using a hotel towel and the spray bottle of disinfectant that staff had (perhaps intentionally) left in the room prior to our arrival on July 12th. We were finally able to get some clean towels by insisting that the desk clerk provide them.

These are the questions for Best Western: • What is standard policy at Best Western hotels re: room cleaning and maintenance? • Are rooms no longer cleaned unless the guests are present? • Is it indeed impossible to repair/plunge a toilet in the absence of guests? • Are the spray bottles of disinfectant indeed provided so that guests can do DIY cleaning? • Why weren’t we moved to a clean, functioning room (as we requested, but the desk...

1st time visiting Hyde Park location and I booked mostly because of the pictures on line. I was shocked & disappointed when I arrived. I noticed all of the windows leading to the front desk were really filthy and the cement stairs were chipped badly, bags of garbage and dirty linens laying near the front door. I checked in but noticed how hot it was in the lobby, the front desk said the air was working in the rooms. It was very humid in the lobby. As I walked down the hallway, I noticed it was very humid and the windows were dirty and buggy inside and out. I noticed cobwebs on the ceiling with a few large bugs. I was very disappointed in my king water view room. The carpet felt moist and dewy, both pieces of Funiture were stained (I brought a sheet to sit on the couch). the bathroom was outdated with the large tub had bright white calk all around it. The sink faucet leaked, 2 waste cans were rusty and gross. The shower drainage was loose and tiny gnats were flying around. the drain must have been a dirty drain so I informed the mgr he needed to pour bleach down the drain, but not when I am there. Everything in the room was just gross and falling apart. the lamps, the furniture, the whole thing. They informed me they are going to renovate in Nov but that isn't an excuse as to why no one cleans during the day at all. First hotel I have stayed at that you don't see anyone around cleaning. I would have loved to have power washed the windows on the outside of the building. It is such a shame that this place looks like it does. They need to have some basic cleaning done before they should charge the prices they do. it isn't worth the money at all. The only good thing was the porch you can sit on over the wappinger creek. that was about it. the breakfast was basic and the eggs were over cooked and dry. They seem to want to try but they need to try harder. I think people are afraid to speak up...

Booked our room for a price and joined the rewards program to get a discount. When we got there, it was way more than what we booked it as. The woman at the counter pulled a bait and switch on us. We were so tired from our long drive, we gave up reasoning with her. The stairs going up to our room was filthy and looked like it hadn’t been cleaned or vacuumed in a long time. There were beverage drip marks on the wood. Our room was disgusting!!! Gross stains on the carpet. Sticky counters in the room. Mold on the wall and carpet in the corner. The wall near the window had crumbling plaster falling off. The furniture was so old and in poor condition. The smoke detector on the ceiling was hanging down. The carbon monoxide detector was falling off the wall. The bathroom counter was scratched up wood, with paint chipped all over it. The lamps were scratched all over. The lamp shade had dried blood on it. We were afraid to touch anything. We went out and bought a can of Lysol. There were large bugs crawling on my coffee cup. Yikes!!! The breakfast was sub par, with no hot water for tea, machines not working. The tables were dirty and we asked ours to be wiped down. The sign out front should have been an indicator as to what a dump this place was. The sign was cracked with tape over it, the tape looked like it had been there for a long time; as it was peeled off and falling off the broken plastic sign saying Best Western. We didn’t notice until the next morning in the daylight. I took pictures of all listed above for evidence if asked for proof. I’m reaching out to Best Western Corporate to tell them about this place. Definitely not what I expected from this hotel chain. Shame on...