Best Western Palmyra Inn & Suites — Hotel in Town of Palmyra

This hotel is changing from Palmyra Inn & Suites to a Best Western. Accordingly, I give them the benefit of the doubt during this process of change over, and hope that they will improve as they are brought up to Best Western standards. Here is my mixed review:

Check in was nice and efficient. The manager honored the Best Western discount we had through email as a member of the rewards program, even though the conversion wasn't complete and their systems hadn't converted yet. The luggage cart was wobbly, but worked if two people maneuvered it. I realized after a few feet that one of the handle bars was not attached. The front desk wasn't aware and took it to be repaired.

The room was clean when we arrived. We could tell because there was an overwhelming smell of chemical cleaners that set off asthma and allergies. We kept the door open and ran the fan/a/c on high for awhile to air it out. The room had a comfortable couch and a mini fridge with a separate freezer. That was very helpful.

The bathroom is tiny. You can't close the door unless you go all the way in--it's too close to the sink. There is a small amount of counter space--better than none--and there are 2 small shelves/cubbies. If you are staying with young children, be prepared to have to wipe their bottoms for them. The toilet paper is mounted all the way across the bathroom, a tough reach even for an adult (refer to the picture I included). The toilet doesn't flush it all down unless you hold the toilet handle and wait, and wait and wait. . . . The tissues were a cheap brand that were not fully cut--you pull out one, and you get three. It was all liveable though. The beds were comfortable. The neighbors were noisy.

We had to do laundry, and coin-taking machines are provided. The laundry room was clean. There was a sign saying that there was a 10 p.m. closure for the laundry room that was strictly enforced. It wasn't. We started laundry around 9:50, before we saw the sign. However, one of their dryers was not functioning correctly. One load we did dried fine, the other in a different dryer didn't dry after 2 tries, and by that time another person was using the second machine (there are only two washers and two dryers). So we hung wet clothes around our room for the night and dried them in the better dryer in the morning. We explained what happened to the front desk and management more than covered the quarters we were out. I think they didn't know, probably because people never informed them the machine was broken.

The breakfast hostess was very nice and friendly. I have a feeling they might be understaffed because it was busy, there were long waits for the waffle maker, they would run out of things, and the trash would fill up. There was a cup of coffee left on the counter the entire time I was down there (about 45 minutes). Granted it was camouflaged and blended in with its surroundings, but clearly it had been abandoned. The apple juice was out since the night before--only water came out of the machine. The best part of breakfast was the yogurt bar. Vanilla yogurt from a dispenser, with options of dark chocolate mini chips, dried cranberries, and granola.

The ice machine on the second floor did not work.

Compared to other Best Western hotels, this one has a bit of catching up to do. It wasn't awful, but it wasn't up to the same standards. The staff were wonderful, and did all they could to make our stay...

This is one of the worst hotels I have stayed in me and my husband travel a lot and have stayed in quite a few hotels. Number one I bought two rooms spent over 600 dollars which is not the problem. I don’t mind paying that price. If I’m getting what I’m paying for first off out of the three days we were there the first day breakfast was fine which I mean everybody’s had a hotel breakfast. There’s nothing to write home about second day they were out of yogurt out of pancake mix out of some orange juice and didn’t have any sausage last day they literally did not have anything for the breakfast they were out of everything all the juice was gone. All the yogurt was gone. The bagels were gone. The cream cheese was gone. The eggs were gone. The sausage was gone like they literally had nothing. I’m literally paying for the service and I can’t even get what I’m paying for and then on our second night there there fire alarm was activated by their Jacuzzi, so their hotel was at fault and the staff member tried to refuse me access to my room to be able to grab my keys so that I could sit in my car with my kid’s one of who was my four month old son who is not in a coat, not in any clothing that was suitable to be outside in New York in the middle of the night and instead of listening to me the staff starts belligerently shouting telling me to wait outside and that the fire marshal will be out shortly we were out there for over 40 minutes with my four month old son. It’s disgusting there overcharging on top of holding $200 on your card for a deposit. This hotel should be ashamed of itself. They are not giving their customers what they’re paying for. I will say that most of their staff was very courteous very polite, besides two people and It’s a shame for their staff as well that they’re not given what they need to provide adequate service for their guests and it looks bad on them and I’m best western as a whole. Definitely will not be staying in a best western ever again. This absolutely ruined me for wanting to ever stay in one again I’ll stay at a Hyatt at least I get what I’m paying for. Also fyi you guys need to put a disclaimer for your hot water because that stuff gets so hot. It’s about burns anybody that touches it and you can only turn the hot water so far like a smidge and then it turns boiling that’s a burn risk and you guys are asking...

Do not book this hotel. We booked this hotel due to an upcoming event we had that was canceled. I called and made them aware that I needed to cancel the reservation to which I was told that I would be charged the full amount for the room regardless if I showed up or not due to the fact that it was not within the time frame of canceling due to their policy. The front desk personnel did try to talk to the GM to see if she could get the reservation canceled without being charged and was told no. I was not offered a credit or any form of restitution for the amount I was going to be charged which was $124 and change, citing they could not resell the room and that was there policy. Number one I have worked in the hotel industry and am fully aware they have empty rooms at all times no hotel is ever fully booked unless there is an event in the area so clearly this particular chain loses money quite often and is implementing this no refund policy to recoup losses they already have. This is NOT good Customer Service this is clearly an owner who one has no compassion for the reason I canceled and 2 is willing to lose customers and does not care. I did call the corporate office and they even tried to reason with this particular GM and they flatly refused their own office as well citing it is there policy. If i was charged a minimal fee for canceling late I would not have had an issue but to charge someone the full amount for a room they will not be able to use and not offering some kind of compensation is POOR BUSINESS. Do yourself a favor and really look through the reviews on the particular establishment before you put any money down on their rooms, the more I looked at those rooms there are 45 bad reviews with pictures with the disgusting bathrooms in the rooms and other poorly kept up conditions. I will never book with any Best Western again in the future I will book with a Reputable establishment that has good customer...