Best Western Plus Newport News

The location was close to my daughter and the appointment that we needed

The curtains were falling of the rod: the shower did not drain: Not a single ice machine was operable: breakfast was questionable: fire alarm went of at midnight: pillows were like rocks and the mattress sagged in the center however the 2 big ones TV did not work and the privacy sing on door was disregarded. Get a load of this when I mentioned the TV being being disconnected I was told I should have called the front desk, someone would have come to rest the programming. As a single female would you have done that at 11pm when only males were operating the front desk ???

Breakfast, location, clean, nice staff

Ice machines did not work, pool and hot tub was closed, no drink options like soda or tea, only had water and Gatorade

Nothing

Dirty white comforter with toddler foot prints on it, no shower curtain. No hot water. Fridge did not work. Ice machine broken. Toilet tank leaked after one flush. Asked for pull out couch sheet was handed a fitted sheet only. After I packed my car THEN I was offered a new room. Declined. Pro Used refund still waiting to talk to manager after 5 days. And I call daily.

Did an online confirmation email immediately. I did not receive a pre check email on the day of arrival. Since I wasnt arriving untill 9pm I was concerned so I called the hotel. The person who answered said late check in is fine, no need to let them know. I had him confirm my reservation anyway. We checked in and get to the room. It appears clean, smells like air freshener. There was a desk chair missing one arm. Sad. Tried to find an ice machine working so went to the front desk and was told they only had 2 and both were broken. The TV's remote didnt work. The TV displayed "this remote has not been programmed for this TV, please bring this to the front desk". This was frustrating since we didnt try to use it until after getting washed up and into bed. At this point I wasnt going to get dressed and go to the front desk. Besides those irritations the a/c worked great, the bed was comfortable, it was quiet, and I slept very well. Front office staff at night and in the morning were robotic. No customer service skills. Very few words, no greatings, no thank you, no asking how was your stay? This is supposed to be a Best Western Plus. I dont normally stay at BW's but as it turns out this is my second stay with this brand in less than a week. In my review for the previous BW Plus in Waynesboro, Va I wrote they need to rebrand as BW Minus! I stand by that statement. We both decided to try and avoid this brand in the future.

The lobby was nice.

The exterior is not how it appers in the photos it is very outdated. The location of the hotel it self is of the of the road in almost like a culdesac with another hotel across the street. A shopping area is also across the street in walking distance. The hallway is ok but the rooms are horrible for the price. As soon as you opened the door the room reaked of cigarette smoke. Everything is outdated the couch was nasty with spills all over it. The tv was broken with tape around it. The clock by the bedside was old not usb ports for charging. Oh the bath room was horrible stains all over the tub. We requested another room if I could have gotten a refund I would have and found another hotel for the price I paid. This property is what yoi would compare to a run down hotel except they have a nice lobby. The free breakfast not many options thank goodness the location is near the mall and have several restaurants nearby.