Best Western Plus Atrium Inn Suites

Hotel changed my reservation I booked my hotel stay over 3 weeks in advance. I needed enough beds for my family. I reserved a room with 2 queens and a pull out sofa. The day I checked in she said my room wasn’t available anymore, and they gave me a room with a king and sofa. I stayed at this hotel and paid extra just so we’d have enough beds for my family. I asked for a cot and they said they didn’t have any. Then asked for an extra room, and they were all booked. I asked if there was anything they could do and she said sorry no. I never received any notification that my room was changed until check in. The extra bed was the only reason I booked it in the first place. Not to mention the lobby smells terrible!

Check in was super easy the front desk lady was so friendly. The property was beautiful inside and out.

One the surface, this hotel is fine. To us, it sure didn't live up to the high ratings. Pros: Appears new (10 years old), check in speed, Wi-Fi access, room and lobby cleanliness, breakfast. Cons: Maintenance / staff contentment. Many small things that can be easily fixed, but aren’t. For example, the luggage cart we used was broken and very difficult to use. We shared this with staff and the reaction was “maintenance isn’t available today” and put it back in use. There were several other similar examples. As a management culture consultant, I sensed that property management sets a poor example. It felt like a culture of apathy, which usually comes from how people are treated. It was OK for one night, but we will go somewhere else next time.