If I could give zero stars I would! Cute, front desk has the worst customer service skills in the world! As an employee of a major company that prides customer service, this is as low as it can get.
I traveled from LV to TX. Had been up since 3 am and to finally get a chance to shower and the water is cold. We call down there to notify, Cita says she will go check the breaker or boiler and will Call back in 10 mins. She calls back to say that it shows warm and a bunch of kids just came in and must have taken a shower, as to why it’s cold. Not warm, cold! I wait 2.5 hours and still nothing! I then go downstairs to see if they can change the room. Cita tells me the type of room I booked , another is not available and because I booked through Expedia, a refund of any sort can not be issued! Her demeanor was like I was bothering her. She couldn’t empathize, what if this was your family? Her response was things happen. Let’s also point out they threw me into a handicap unit , that I didn’t reserve and wouldn’t , taking away from someone in need, and when I showed her (after she asked me too) , she proceeded to tell me this was what Expedia did! They did not! I booked a standard room! She then try’s to ask what do I want her to do! Whatever to make this right! That’s one whole day without the ability to shower yet they have my money! From the time of check in this lady acted like she had an issue with me and i don’t know her nor gave her any reason to display the poor attitude and service she did! This will go further, if someone is unable to make this right!
Chad DeLoach
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January 31, 2025
Great staff, clean rooms and always a welcoming feeling.
If you need something, lost something, don’t know something, the staff will go out of the way to help.
I put our work crews up at this hotel when we are in the area. The breakfast hours are such where employees actually have time to eat breakfast before work. Never heard any complaints from anyone within the crews.
Overall:
Couldn’t ask for a better place.
This review is not from a one or two time visit, this review is over the course of a years with many stays. Always the same, clean and welcoming.
Chad
Kenneth & Amanda Poole
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April 27, 2025
To the clerk that was there this afternoon, I did call customer service on you….
By law you can not ask for paperwork on a service animal. So don’t say you can ask for it and it is NOT BW policy nor is is law.
Let me help you with what you can ask for.
1: Is this a service animal required because of a disability?
2: What work or task has this dog been trained to do?
By LAW you can not ask for “paperwork”.
I have a cardiac alert dog that notifies me of changes in my heart, he also notifies me if my sugar drops too high or low before I pass out!
There is the answers to the TWO questions.
As I told customer service, proper training is the issue. I hope I helped you a little by explaining the law.
shalane Martin
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January 29, 2025
Terrible experience checking in. When got to floor I was on it smelled of septic. Breakfast is the same dry food every morning. Maintenance guys working and blasting music or soccer games in hallway at all times of the day. Even shortly after midnight. Water cuts off at around one am and doesn't come back on till after three. When I called front desk about the guys or the water was told not their problem. Also even with a do not disturb sign on door. My door was opened multiple times a day everyday I was here. Terrible experience the whole time being here. Do not recommend.
Robert Whittington
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July 24, 2024
Very nice and friendly staff at counter during check in and check out.
Clean rooms, building and grounds.
Room was nice and spacious. The only drawback was the fact that the lighting was a little dim to me.
The complimentary breakfast was very nice with ample choices of both food and drinks. The lady attending the dining area was nice and kept everything clean and well stocked. It was one of the best breakfasts I've seen in a long time. The pool was a little small but nice and clean.
Overall I had a wonderful experience.
There were also some stores and restaurants close by.
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122 Richey St, Pasadena, TX 77506, USA
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If I could give zero stars I would! Cute, front desk has the worst customer service skills in the world! As an employee of a major company that prides customer service, this is as low as it can get. I traveled from LV to TX. Had been up since 3 am and to finally get a chance to shower and the water is cold. We call down there to notify, Cita says she will go check the breaker or boiler and will Call back in 10 mins. She calls back to say that it shows warm and a bunch of kids just came in and must have taken a shower, as to why it’s cold. Not warm, cold! I wait 2.5 hours and still nothing! I then go downstairs to see if they can change the room. Cita tells me the type of room I booked , another is not available and because I booked through Expedia, a refund of any sort can not be issued! Her demeanor was like I was bothering her. She couldn’t empathize, what if this was your family? Her response was things happen. Let’s also point out they threw me into a handicap unit , that I didn’t reserve and wouldn’t , taking away from someone in need, and when I showed her (after she asked me too) , she proceeded to tell me this was what Expedia did! They did not! I booked a standard room! She then try’s to ask what do I want her to do! Whatever to make this right! That’s one whole day without the ability to shower yet they have my money! From the time of check in this lady acted like she had an issue with me and i don’t know her nor gave her any reason to display the poor attitude and service she did! This will go further, if someone is unable to make this right!
Great staff, clean rooms and always a welcoming feeling. If you need something, lost something, don’t know something, the staff will go out of the way to help. I put our work crews up at this hotel when we are in the area. The breakfast hours are such where employees actually have time to eat breakfast before work. Never heard any complaints from anyone within the crews. Overall: Couldn’t ask for a better place. This review is not from a one or two time visit, this review is over the course of a years with many stays. Always the same, clean and welcoming. Chad
To the clerk that was there this afternoon, I did call customer service on you…. By law you can not ask for paperwork on a service animal. So don’t say you can ask for it and it is NOT BW policy nor is is law. Let me help you with what you can ask for. 1: Is this a service animal required because of a disability? 2: What work or task has this dog been trained to do? By LAW you can not ask for “paperwork”. I have a cardiac alert dog that notifies me of changes in my heart, he also notifies me if my sugar drops too high or low before I pass out! There is the answers to the TWO questions. As I told customer service, proper training is the issue. I hope I helped you a little by explaining the law.
Terrible experience checking in. When got to floor I was on it smelled of septic. Breakfast is the same dry food every morning. Maintenance guys working and blasting music or soccer games in hallway at all times of the day. Even shortly after midnight. Water cuts off at around one am and doesn't come back on till after three. When I called front desk about the guys or the water was told not their problem. Also even with a do not disturb sign on door. My door was opened multiple times a day everyday I was here. Terrible experience the whole time being here. Do not recommend.
Very nice and friendly staff at counter during check in and check out. Clean rooms, building and grounds. Room was nice and spacious. The only drawback was the fact that the lighting was a little dim to me. The complimentary breakfast was very nice with ample choices of both food and drinks. The lady attending the dining area was nice and kept everything clean and well stocked. It was one of the best breakfasts I've seen in a long time. The pool was a little small but nice and clean. Overall I had a wonderful experience. There were also some stores and restaurants close by.