Best Western Mainland Inn & Suites

As I’m waiting at the airport to pick up my friend, I receive an email stating that our hotel room was canceled due to maintenance. My parents whom were at the hotel already, walked down to guest services, they informed her that it was canceled because they didn’t have any other “two bed” rooms. Never once did I receive a phone call from the hotel offering a different room until my mom walked down there personally. Then, this morning my friend opened a “clean” wet towel that had a wad of black hair wrapped in it. When she went to retrieve another towel they handed her a tiny “pool towel”. Overall, we were very dissatisfied.

We had an amazing stay. We enjoyed every day we had at the hotel. And when we wanted to book for an extra night the receptionist Sonya was very very helpful, unlike the girl that was there the night before “Elizabeth” I think. She was so rude and unhelpful but luckily Sonya helped us book an extra night during their busiest time! And during the breakfast, anytime the food items were running low the staff was always on top making sure things were refilled and stocked.

Elevator had something spilt on the floor, went reported it to Front Desk when we arrived on Friday night and the sticky mess was still on the floor when we checked out on Sunday. Was very disappointed there wasn't a safe in the room and called front desk and they said they didn't have anywhere to store our valuables for us. Appears the room was old and part of the walls were painted and it looked like they ran out of paint and just stopped. No stopper in the sink. Only thing good was the bed. Probably wouldn't stay there again. We paid for one night and hotels.com paid some on the second night. Terribly pricy for what we wound up with. Had to have someone come and fix TV.

Room had a smoke odor. Cleaning staff forgot to put a bath mat in the tub and my daughter slip and fell. On two occasions during my 2 day stay I noticed small roaches crawling around the room. The breakfast is good, quick and convenient. I love the area around this hotel, 20 mins away from Galveston and 5 minutes away from shopping at the outlets.

Employees are given too many jobs to do. Several employees are given the tasks of multiple disciplines/job titles. i.e. Too few employees for too many tasks. Things 'sit' until they can get to it; through NO Fault of the employee assigned. I'm surprised your hotels get better than 3.0.