I travel a lot and have experienced the highs and lows of hotel accommodations. After finding that my usual hotel was booked, I decided to stay at the Sovereign. What a disaster. With the exception of the friendly desk-clerk who assisted me in finding someone to unlock my car door [keys locked in during a major snow storm, no less] I was dreadfully disappointed with my accommodations. When I first opened the door to my room I noticed an odor but couldn't place it. I set down my bags and did a quick once-around the room. It was dark in the room even with the lights on [energy saving bulbs] so I didn't see all the grime until the following morning upon opening the curtain. However, mold was visible on the walls of the bathroom; the bathtub was stained, deeply scratched, and appeared so dirty that I didn't take my usual evening bath. There was a spider and spider web in the corner of the bathroom over the light bar as well. The following morning, as I said, I opened the curtain and witnessed even more grime.
There were stains on the leather computer chair which clearly had not been dusted in some time; dirt, crumbs, and dust on the carpet outside the "traffic pattern;" dust and stains on the lamp shades; dust on all the furniture on most "lower" surfaces [what the eye doesn't usually see first]; and stains on two pillow cases and the sheets.
I went to the front desk before checking out and requested to see the manager to let him/her know that the room needed more than a surface cleaning. I was told that the head housekeeper would be down in a few minutes. About fifteen minutes later, the owner/manager, head housekeeper, and two housekeepers who apparently clean that hallway stormed into the room demanding to see what I was complaining about.
When I went to the front desk I was VERY calm and non-confrontational. That is my personality. However, by the time the group left the room I was angry and red-faced, though I managed to hold my tongue. The manager tore a stained pillow case off one of the pillows and held it in front of me and, with an accusing tone, said, "I have been manager here and owned this property for seven years and NEVER had a problem like this. You must have done this." The head housekeeper looked at my head and said, "He's right. You have black hair. It must be hair dye. These linens pass through three people before being placed on the beds. It was you. See? The towel is still damp." [I'd just showered, of course it was damp.] The manager/owner ordered the head housekeeper to put the case in an envelope and "ship to the la-bor-a-toreee" to determine that the stain was hair dye and so that he could charge me for linens.
Why would I go to the front desk to complain about stained linens and a dirty room if I was the one who caused the problem? Of course, it is always POSSIBLE that something in my dyed hair reacted with something in the linens. In which case, I would want to know what is used to clean them since I have NEVER had this problem before in all my years of dyed hair mixed with traveling [or at home either. Note that I also use white towels at home].
My frustration with the group was the accusatory tone in which they addressed me. Instead of acknowledging and apologizing for the dirty room, the focus was turned upon me and the fact that I have dyed hair.
It should be noted that I did not request a refund on my room. In fact, my comment was that, if anything, I would appreciate a discount or comp'd room at a later date in an effort to maintain my relationship with the company and my rewards account. However, based upon the response of the management and staff [who, by the way, were deriding me later in the hallway all the while not realizing that I understand the language they were speaking] I will not be returning to this hotel; do not, nor will I, recommend it to anyone in the future.
Part of me hopes that the manager finds hair dye in the pillow case and tries to collect damages because I will be happy to face him in small claims court for the stress he and his staff caused in me at the time and for the remainder of the day/night - along with the pictures I have of the grime and mold present in the room.
As I said, I travel a lot and have experienced the highs and lows of hotel accommodations. This is, most definitely, a new low.
- Also Known As:
- Best Western Keene
- Keene Best Western
- Official Description (provided by the hotel):
- Fully renovated hotel with beautiful on-site Waxy O'Connors restaurant. ... more less
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