Best Western Fort Washington Inn — Hotel in Upper Dublin Township

We booked a hotel room here for attending a wedding in town and used the couple’s group code to book it. But, after several attempts to book it ourselves with the hotel over the phone, and them not sending us a confirmation of the booking, we had to resort to the couple having to contact them directly to confirm our booking. On the first day upon check in, we got locked out of the bathroom for which we had to call front desk and a maintenance rep had to come open the bathroom door for us. That same night we locked the hotel room door to secure it before going to bed, and upon waking up on the second day at around 8:30 am, we realized that the lock wouldn’t open and we were locked inside the hotel room this time around. We made 4-5 calls to the front desk, none of which were answered, so we had to resort to calling 911 as we were trapped inside. The officers that attended our call retrieved the master key, but were also unable to get the door to unlock in their first few attempts. After a team effort from the cops on the outside and us trying to unlock it from the inside, the door finally unlocked. The officers recommended we keep the door propped open and to request another room from the hotel management. Priyanka, the hotel manager was highly unprofessional as she finally called us via the phone in our hotel room after the cops left and we requested she come witness the broken lock and to provide us with another room. She came to the room and proceeded to suggest a lousy and unsafe solution to leave the door unlocked and not use the locking mechanism at all. After arguing with the management, we were finally given a new room to move to. Unhappy with the service provided and the conditions of both rooms and the premises (broken locks, dirty rooms with hair everywhere, broken hair dryer, flush and shower heads, and slow and shaky elevators), we requested that Priyanka issue us a refund . She said that they do not have authority to issue a refund and that a regional manager will have to be consulted, which we later learned is untrue as the Best Western Corporate Customer service confirmed that it’s up to the individual hotels to issue such refunds. She had promised us that she will talk to the regional manager and get back to us on our request for refund upon checkout. So, upon checkout the next day we requested the refund again and were being given a business card of a person named Judy, but whose title was that of director of sales and not that of a regional manager, who we were told had the authority to process refunds. Frustrated with being constantly redirected and the downright unprofessional behavior of the management, we started recording the argument at which point the situation escalated as the manager became belligerent to being recorded and started screaming at the top of her lungs threatening to call the cops to which we responded she proceeds with such a call as we were doing nothing wrong by recording the events that were transpiring. She even refused to give us the final receipt to follow up with the corporate customer service and continued to scream and yell at us, at which point we felt threatened by such verbal abuse from none other than the hotel manager herself. So, we had to resort to calling the cops again ourselves since the manager, Priyanka continued to act bewildered. It was only after the call to the cops that she finally printed out the receipt. Following this jarring experience, we also contacted the Best Western Corporate customer service who created a ticket on our behalf and confirmed that they cannot issue such a refund and that it’s the hotel that has to do so and that they’ve forwarded the ticket to them. To be fair, the only good thing I have to say about this hotel is that they let us check in a couple hours earlier and front desk staff were very pleasant at check-in time. We shouldn’t have to resort to calling the cops, but, faced with highly unprofessional, threatening and unsafe behavior from the incompetent hotel management, we were left...

Started off GREAT. I've been having back issues and I just wanted to find a hotel with a hot tub/jacuzzi. So I /we reserved a Jacuzzi suite. Arrived after 8pm. The staff/manager at the front desk was very helpful. She let us know that there were staffing issues and that any possible maintenance issues would have to be reported in the morning. She also mentioned that she no longer offered jacuzzi suites and that she wasn't sure how I was able to reserve one. As a paying customer this was slightly confusing because I have NOTHING to do with the information that is online. If I see something available I was under the assumption that it's "available". After a few hours in room, I used the bathroom. Upon flushing the toilet BLACK WATER (water from the toilet is considered as such. This is common knowledge!) ran at a VERY RAPID PACE from beneath the toilet. Not the pipes, or the bowl itself, but from underneath the toilet (where it was installed). Just as a reminder... I was told by the "MANAGER" that ANY maintenance issues would have to wait until the morning. After the incident with the toilet. I went right to sleep. Had an EXTREMELY difficult day and just needed some rest. I didn't feel comfortable showering, using the toilet, or getting into the hot tub/jacuzzi, so I didn't. Another reminder... The entire purpose of the visit was the jacuzzi suite they have ONLINE. The next morning as you can imagine, I decided to check out early. The individual who I encountered at the front desk initially apologized. She said she would refund my 2nd night. Which I TRULY APPRECIATE. But when I informed her if the BLACK SEWAGE WATER, she shrugged her shoulders. When I even POLITELY MENTIONED getting back possible compensation for my 1st night, she shrugged her shoulders again and said I should have called maintenance. When I mentioned that the "manager" that I encountered the night before said ALL MAINTENANCE ISSUES WOULD HAVE TO WAIT UNTIL THE MORNING, she shrugged her shoulders again. I even gave her the name of the "Manager" I spoke to the previous night and explained what the "Manager" said about maintenance issues. Just curious, how I'm supposed to report an issue to NO ONE... I went to far as to give the managers name, another employees name, and the excuse as was given as to why there was NO MAINTENANCE STAFF (someone was sick, someone else left early). I asked the staff how I could possibly know all of this information if it wasn't genuine. All I got was ANOTHER SHOULDER SHRUG. I asked would I have better results calling Best Western Corporate and I got ANOTHER SHOULDER SHRUG... Smh... Had no care/empathy for a PAYING CUSTOMER. If you value cleanliness, transparency, and GOOD CUSTOMER SERVICE please avoid this hotel/facility...

Yesterday We decided to go to this hotel because the pool it was so hot out we just wanted fun time at hotel .as we are walking through the hallways it's clean but when you in your room and something falls then rolls on the floor right under a piece of furniture ewwww. Empty Condom box a used condom, plastic hanger .food crumbs big enough for you to know what food it was .my opinion it was a hoagie with tons of dust they don't vacuum or broom or mop under anything then .after I retrieve what I dropped dust and food niblets from many other guess I need shower and bag the clothes. Now what made me even more upset was soon as I'm in shower I noticed the water not going down I need to shower before I get into a pool..thats what i personally do I like to wash before going into a pool . Now I have just turned the water on immediately ii notice clogged..so I know the cleaning people had to know 100 percent this tub is clogged if they didn't notice that means they don't wash the tubs they are just wiping the tub. So I didn't even bother calling the front desk .so I stepped out of the tub with the community bath Water around my ankles so no pool no fun for us.. .in the morning he water was gone and I looked at the drain area I see what looks like drain cleaner acid marKs ect.so they do know that plumbing not right in that room . .so we had no fun ...wasted money and time .i know if I would have called the front desk it wouldn't get resolved anyway even after pulling this hair and bagging it still clogged the hairdryer and the dresser I will upload more after bf gets home

To Priyanka Manager This response seem to be a premade response.if I'm saying we could not get washed up to get into pool which the main reason we came and didn't enjoy our selves we acted like maintenance and housekeeping cleaning up after your staff and guest and your tell me to pay again maybe we will enjoy ourselves we should have asking for a refund and hourly pay for us working. But your response is just not heart felt..if the shoe was on the other foot how would you feel... You are better off saying oh well better...