Best Western Plus Waterloo & Cedar Falls — Hotel in Waterloo

The night lady is terrible, customer service is everything and she failed by being disrespectful and discriminating . For her to be a Night Audit manager let her tell it … managers make decisions based on the situation if you were manager, you don’t need approval because why you make the best decision for the hotel. She stated she need to talk to a manager to see if the guest that was staying with was allowed to bring someone in his room to use the bathroom .. which that’s none of her business . I wouldn’t recommend this hotel to anyone to be honest… Customer service is your number 1 job but tell me bout homeless people and I work for the state to help and protect the people is crazy … then when she seem me the first thing she stated was homeless … I have a badge on and on duty . Nothing looks homeless bout me my skin color which I am dark women . Also she don’t do any work managers clean and dusk and keep the lobby mop and sweep she didn’t do any of that until right before her manager she kept yelling about came … she lazy she was more mad she had to get up out her seat more then anything …. Maybe she needs a raise .. don’t know what she’s getting paid . Coming from a front office manager for over 10 years she should be at 21.50 and hr and that’s probably why she’s upset and running guest away … I sat and watched for 8hours guest walk to that door she didn’t open it or attempt to even get up she’s lazy and she’s bad example for your night audit Manager in her words …. Your rooms could’ve been sold she’s messing up you revenue… i’m pretty sure your sales is working hard to sell those rooms and here it is you have sales for them and she don’t even get up to even open the door to attempt to sell a room and it was way before 1 o’clock. It was way before 12 o’clock before the Night Audit is ran, I don’t know if you guys run your night out at 5or 6 or after 12 that’s a horrible person to run your hotel and she’s not professional at all .. I run a million dollar hotel as well and standards for Marriott they would never treat a guest how she treat me … also if I ever got a review back about one of my employees they hours would drop and would definitely give them more training.

From the looks of it it looks like you get the same reviews all the time.

Do not stay here if you want to be treated with respect, or as a human. The staff is obnoxiously rude. Specifically, the woman at the front desk. After seeing that there was an arcade, she immediately says, “It’s closed!” She gave us an irritated tone. We didn’t even ask about it. All we said was, “There’s an arcade.” We were thinking out loud. Later, we were in the elevator on our way to look for the pool out of curiosity. Even in the elevator, this same woman is glaring at us through the glass. Once we get out, she immediately yells from across the lobby saying, “I will not tolerate you guys being loud! You guys need to go to your rooms! It is 10:30, and I will not tolerate it!” First of all, it was 11pm, not 10:30. Second, we were not being loud. If anything, you could hear our voices due to the hotel’s echo, but we were not loud. She did not hear us out and just kept interrupting us saying that we needed to go to our rooms. How inhumane and rude. Not only did she make us uncomfortable by glaring at us in the elevator, she also wouldn’t even let us speak nor breathe. As a hotel, I would like to think that the person in the lobby checking people in would be friendly, or at least respectful. Will not be staying here ever again, I would rather take my family to a place with cockroaches and...

I was here for the Iowa State Pool Tournament. Thursday afternoon I walked in the hotel and was greeted by a very nice lady. She helped me and showed me some rooms that were available. I booked a room for 2 nights, Friday and Saturday night. I came in with my family Friday evening to check in and I told them I was checking in. The lady that helped me the day before was there along with a person named Dom that immediately said we didn't have any rooms available. I told them I have a reservation and the ladyy confirmedd that she helped me the day before. After repeated explanation to Dom I showed him my CC statement with an authorization. Well they couldn't find my reservation. They called the GM and she couldn't understand it either. So I'm thinking I have no room after I made a reservation. They had a king room with only 1 bed for 4 people. They have me a discounted rate for the night and was able to get me a room for Saturday night. I asked them if a king suite with sofa sleeper came available that I would take that with our discounted rate and they obliged. Saturday morning my wife found bugs in our room and made a complaint. We switched out rooms to the upgrade QQ suite. The front desk stopped my wife and said that we needed to pay for rooms which I already did the night before. I was playing pool and I told my wife rooms have been paid for. She also said we had to pay extra for the upgraded room which wasnt agreed upon the night before for their mess up. After a brief argument I told the wife we would stay where we are and not have to move our stuff again. There during our stay in that room the refrigerator was dirty we found more bugs in the room and on it bed. When we checked out we made a complaint to the front desk mananger about the bugs and the dirty refrigerator... Her response, oh yeah when we sweep up we see a lot of them! Like it was normal and not a big deal! I also explained that I was overcharged for the room as it was told to me 190 and the website said the same thing and they charged me 240! I was charged a premium price for a hotel room that was dirty with bugs and they wouldn't compensate for it. Won't stay there again! The lady was very rude. I would expect some type of compensation for having to share a room with...

Another update: Frontdesk staff that checked me in and out was thoroughly unprofessional. Also on this stay, the housekeeping was messy and room was not cleaned up to my expectations. Some items were missing from breakfast and saw some random people having breakfast at 6 in the morning that I doubt were not hotel guests.

Update: After discussing the incident with hotel staff, I am happy to see improvements. Huge shout-out and a big Thank You to the hotel manager and front desk staff who listened to us and addressed the issue immediately. I am changing my rating from 2-stars to 5-stars due to the fact that all other things with my stay have gone really well! I recommend this hotel to anyone looking for a nice and comfy place to stay in Waterloo... Thank you 😊

The incident: Worst experience for me and my colleagues today morning. We have been staying at the hotel for 2 months but today morning was very miserable. The lady from the front desk kept a watch on us while we were having breakfast. She was standing there and watching the TV as we were having breakfast. As soon as we were done with our breakfast, we grabbed some energy bars and a muffin to go. She stopped us from doing so and schooled us that nothing in the breakfast area can be taken out. Also blamed us that breakfast items cannot be consumed for lunch. Not sure what she was thinking. She was very very rude to me and my colleagues. We were taken by surprise. Later today, we informed about this incident to one other lady at the frontdesk. Hope things improve and hotel management takes care of such misbehavior with guest by...