Best Western Plus Waterville Grand Hotel — Hotel in Waterville

First, let me set the stage... I'm a Truck Driver, and travel all over the US and Canada. I'm a Diamond member in BW, Choice, Wyndham, and IHG. I stay in a hotel 300+ nights a year.

I checked into this hotel for the first time ever. Christmas night, so I missed Christmas and the Eve. I was greeted rather coldly by "Barbara". She was on the phone, and put that person on hold. Her personality was kinda off-putting, then it got worse. As I was reading the sign-in sheet, she became very short and curt with her demands. Then became rude and terse. She was obviously having a "bad night", but nonetheless, she was the one behind the counter, and has certain standards to uphold.

I told her she was being rude, and snapped back with a very unconvincing "I'm sorry", yet kept on being rude. At one point, I said "hey, I'm here for Christmas too, away from home", and she exclaimed "YOU DON'T KNOW WHAT PEOPLE ARE GOING THROUGH!! THIS IS NOT A COMPETITION!!" My mouth dropped to the floor. I asked her for her name, and she gave me "Barbara".

First time there... and the only thing I did was walk in, and check in. I understand people can have bad days... but, in customer service, especially in hospitality, you have to maintain your "game face". She was the face of the hotel, the BW brand, and, ultimately, the General Manager. I wouldn't hire her to save my reputation.

I have to say, this was that ABSOLUTE WORST reception I've ever had in the entire US and Canada. Think about the gravity of that statement. Out of all brands, and I "live" in a different hotel each night... the worst.

I scurry off to my room, still reeling from that experience.

The next morning, I'm greeted by Steve at the counter. We're doing the check-out. "Barbara" neglected to enter in my member info (or, rather, pushed it off to the morning person), so I asked Steve to do it. While he was entering the info, I noticed stockings hanging on the back wall. I read the names, and there is no "Barbara".

I asked Steve if a "Barbara" worked there, he said "no". I then asked who worked before him, since he got on at 11pm. He replied "Jenna".

So, it was Jenna who checked me in, but felt it necessary to lie about her name. I guess she knew she was in the wrong. Who knows. Plot twist.

So, I asked Steve when the manager gets in. He replied "the front desk manager gets in around 7am". I asked for this person's name... "Darlene" was his response. I asked Steve to have Darlene call me, that I needed to convey my feelings on this matter. He then took my number, and said will pass it along.

No call. Either he didn't pass the message, or Darlene ignored it. I sat by my phone all day, after all, I'm a Truck Driver.

So, as a result, I present my review. I can not, nor will not, recommend this establishment, if this is the way guests are treated. I expected much better quality from a Best Western Plus.

Ultimately, I hold the General Manager, Brian, responsible. Do better.

Side note: I'm not without compassion or empathy, so, Brian, if you're reading this, find out what's going on, and help. But, this can't continue. Reading the other reviews, you've got...

I’m a simple man to please I genuinely only wanted 3 things. 1 decent bed,2 Clean bathtub and 3 the advertised hot tub. And for 2 nights at 400$ total so I spend said $400 and what I got for that $400 was a very uncomfortable bed that I had to buy new blankets for because of how scruffy and irritating it is. Then there is the Bathtub which is arguably the worst part of this whole trip was that when my wife went to take a bath to her horror that tub was filling up with a dirty yellow water not to mention after draining the tub after taking a picture we got to see how dark yellow the bottom of the tub was stained yellow presumably from the same dirty water, and managements solution was to send the pool worker to come and clean it instead of just switching us to a different room. Then the pool guy only brought a sanitizer bottle and rag… can’t really blame him as he’s the pool guy not a cleaner while yes a pool and bathtub are close he’s still not going to have the stuff in clean a bathtub compared to a pool either way the poor guy did his best. And we had to settle which was gross, then when we went to the pool room which I can confidently say is only for a pool as the hot tub that was advertised which was really the main reason I booked this hotel was to use the hot tube for my chronic body pain and carpal tunnel to which I was disappointed once more to hear that they haven’t had it up and running since COVID 19 started. At this point I was just trying to get through this sad get away in which it only got worse when on our last night after a long day of driving around we got to be harassed in the parking lot by a homeless man that wouldn’t go away until we gave him something mind you again my wife and I are completely exhausted so instead of causing a huge scene or fighting him I end up being forced to give him stuff to leave us alone after being sleep deprived and screwed my whole vacation. ||To end this fantastic review I rate this |Western Disappointment Plus a |5 star on false advertisement |5 starts terrible service |5 starts terrible cleaning |And then 5 stars for being true to its name Western Disappointment Plus, Oh wait my dyslexia is messing with me again as the name is supposed to be Best Western Plus. In which case I would Rate this a 0-5 Stars as this was the equivalent to a junky motel with homeless going door to door with a change cup because at least when you book those places you know what your money is buying you.||Photo I used is from my...

I recently had the pleasure of staying at the Best Western Waterville Grand hotel with a group of Land Rover enthusiasts, and I have to say that it was an absolutely fantastic experience! From start to finish, everything about our stay was top-notch, and I would highly recommend this hotel to anyone looking for a clean, comfortable, and convenient place to stay.

One of the things that really stood out to me about this hotel was just how clean and well-maintained everything was. Our rooms were spotless, with fresh linens, fluffy pillows, and plenty of towels, and we all felt really comfortable and at home during our stay. The hotel's restaurant was also a highlight, with a great selection of delicious food that we all really enjoyed.

Another thing that we all loved about the Best Western Waterville Grand was the indoor pool, which was a really nice touch. It was great to be able to take a dip and relax after a long day of driving, and we all appreciated having access to such a nice amenity.

The hotel's location was also a huge plus, as it was situated in a really convenient spot that was easy to find and provided easy access to all of the local attractions that we wanted to visit. Whether we were exploring the local shops and restaurants, or just enjoying the beautiful scenery of the surrounding area, we always felt like we were in a great spot.

Finally, I have to say that the value for the money at the Best Western Waterville Grand was really exceptional. We all felt like we got a lot for our money, and we would definitely stay here again the next time we're in the area.

All in all, I would highly recommend the Best Western Waterville Grand to anyone looking for a clean, comfortable, and convenient place to stay. Whether you're traveling with a group of friends or family, or just looking for a nice solo getaway, this hotel has everything you need to make your stay...