Best Western Plus Wichita West Airport Inn — Hotel in Wichita

This is our second time staying in this hotel. Our large group had a few issues last year, but decided to give the hotel another chance. Big mistake.

First, when calling to reserve a room I tried calling several times with no answer. Once someone did answer, I was told TWICE that the person who answered the phone didn't know how to do that and I would have to call back the next day.

Next, the check in process was terrible. Rooms were mixed up. Keys were given to two different people for the same rooms. We had a boys who walked into a room to find a woman already in there. Not ok. One family had a room reserved and they were told the hotel was full when they went to check in. They had to drive around to find somewhere else to stay.

After checking in we found out that several of us were checked in twice and charged for TWO rooms. One was marked as a no show like we didn't show up and one was marked as checked in. This was reversed, but not something any of us should have had to deal with.

Then, we had two rooms with water issues. One was leaking from the toilet down through the floor then through the ceiling and light fixture of another room. When the front desk was notified she said we would have to wait until she was finished checking someone in. The person staying in that room ran back herself and turned the water off at the toilet. That should never be a guests responsibility. When maintenance arrived nearly two hours later we were still told by the front desk that they couldn't change rooms to another room because so many rooms were "closed" by maintenance and none were available. The families had to pack up at 8:30 at night and find another hotel away from our group.

On top of all of these issues we found the front desk staff to be terrible at customer service. While dealing with these things they never apologized, never tried to make it right (aside from the double charges being fixed). The evening staff sat there slouched over in their seats and barely even looked up from their computer when talking to us.

Outside the hotel we experienced several people in the parking lot that made us nervous to have our children there. Police were there searching for someone as well.

This hotel needs some MAJOR improvements in plumbing, customer service, and security. If you're in and out for a quick overnight you may have a good experience. If you're looking for somewhere for a group or family to stay for a day or two I would definitely...

I was at this Best Western Plus Inn in Wichita, KS in the middle of July, 2017 and only had one surprise.

When I arrived around 6:15 PM I went to my assigned room and it looked like it had been tossed by the police. I knew it had not been cleaned since the last occupants but I was also glad I had not met them. I've since felt sorry for housekeeping at every hotel I have visited. If we had to look at that room at the start of our day, most of us would quit. The pic here doesn't include the bathroom and you're glad it doesn't.

The front desk simply apologized, said housekeeping must have incorrectly marked it as clean and gave me the key to a second room to look at before I was changed in the register. I would have expected her to be more surprised but it must happen at least occasionally and may be true of hotels in general. I can't say I've had it happen before, however.

The second room was a clean room and the night improved 110%. I saw another Google review before I booked about someone at first being put in a room that was not ready for occupancy, so this may be an occasional problem here.

It seemed as if the front desk person was having a difficult night. I could hear her giving directions to someone over the phone on finding the hotel and apparently the customer had difficulty seeing at night and had no GPS. And, yes, it was not easy to find but not impossible to find either.

After trying to lighten things up by asking her how her night was going and chatting about Wichita, she brightened up quickly and was very helpful filling me in on where breakfast was served in the morning, etc. She was never rude or impolite, nor was any of the staff during my stay.

This is an interesting property being near the airport and the edge of the Kansas prairie. You will see young cowboys who look like they just left the PBR rodeo earlier in the evening, as well as travelers of all types. I never felt unsafe on the property, however, but it's not a place you want young children running or roaming the halls alone. But then, they shouldn't be doing that anyway, right?

Breakfast had some nice options, gas and food was nearby, so the location was good for a road traveler like me. I would definitely...

UPDATE As of 3/15/2024:

There were other issues with some of the people staying at the property that I didn't mention and interactions with staff that I emailed Aaron Girrens, General Manager. I do see they responded to this post but I have yet to get any in person correspondence from this location. I'm in the middle of a two-night stay. The beds are comfortable, water pressure is decent, and the breakfast was good. Price and location fit exactly what I was needing. My issue though is the service. When I checked in the weather wasn't good and I know sometimes TV reception can be hindered on weather. I called down to the front desk from my phone because there's no phones in the room and spoke to a lady and let her know my TV didn't work. I just got here from traveling to visit my nephew who's in the hospital for a major surgery. I had already got unpacked and I didn't really want to switch rooms. I let it go that night as it was late and I just thought they would take care of it the next day. After I came back from going to the hospital the next morning I stopped by the desk and let them know about the tv. Two ladies were standing at the desk when was very pleasant the other not so much.

The short of it is she interrupted me while I was describing the issue they asked about. The one lady who was not as pleasant basically said she would send a maintenance person to the room. That was at 1:09 p.m. As of 5:10 p.m. nobody came and I called back down to ask as I'll be in my room a lot tonight and they never ever put a note or sent maintenance. Again I was offered to switch a room but I'm leaving tomorrow. It's not the fact that I need a TV to live however it's part of what you pay for and the lack of service from the front desk showed me that this probably isn't a place to stay out again. It's a shame as it fits all the other criteria that you look at...