Best Western Royal Plaza & Tra

Great conference hotel with included full breakfast and comfortable rooms.

My experience was terrible. It was a nightmare from the moment it began. To start, I was traveling with a group, and the reservation process was incredibly difficult. Rooms sold out so quickly that there was almost nothing available. I initially reserved a king room because it was the only option left. A month or two later, I happened to check my reservation and noticed that a room with two double beds had become available, so I booked that instead. About a week before my stay, I called to cancel the extra reservation. What should have been a simple phone call turned into a 10–15 minute argument with the front desk employee, who repeatedly insisted that I only had one reservation and that I was mistaken. I was confident I had two reservations, so after getting nowhere, I dug through my emails and found the second confirmation. When I called back, I explained that, just as I had said, I did in fact have two reservations. Rather than apologizing, the employee simply made excuses about why he couldn't find it in the system. The reservation was eventually canceled, but the interaction was unnecessarily frustrating and completely unprofessional. When I arrived to check in, I waited in a long line before finally getting my room key. Unfortunately, when I opened the door, I was hit with an overwhelming smell of wet dog, dirty carpet, mildew, and what seemed like a broken air conditioner. The odor was unbearable. I went back downstairs, waited again, and requested a different room. Surprisingly, another room was suddenly available. After another 10 minutes at the front desk, I was given a new room. While it didn't smell, it certainly wasn't in good condition. The door wouldn't automatically latch shut, one of the bedposts appeared to be broken, and the mattress was one of the most uncomfortable I've ever slept on. I could literally feel the springs digging into my back, and I slept terribly every night of my stay. As if that weren't enough, on the second night the entire hotel was evacuated at around 1:00 a.m. because of a fire alarm. To this day, I still don't know what caused it. The Wi-Fi was another major issue. I was constantly being disconnected or denied access altogether. When I called the front desk for assistance, I was told to come downstairs so they could "help me figure it out on my computer." I work from my laptop every day—I know how to troubleshoot Wi-Fi. This was clearly not a user error, and I certainly wasn't going to hand my computer over to the front desk at 11:30 at night. I do want to give credit where it's due. The management staff I encountered walking around the property were friendly and welcoming. The breakfast was good, and the conference space met our needs. Unfortunately, those positives couldn't make up for the poor condition of the rooms, the uncomfortable beds, the repeated maintenance issues, the unreliable Wi-Fi, and the unprofessional experience I had with the front desk staff. To top it all off, this experience cost over **$750 for three nights**. For that price, I expected a clean, comfortable room and competent customer service. Instead, I left disappointed and would not choose to stay here again.

General Manager Dawn Ryan or Best Western doesn't care about customer service. On April 22 we had made a reservation for Best Western Plaza & Trade Center in Marlborough for 2 nights in July. We found out that we had to come in to town a early so wanted to add one night to our reservation but that turned into a nightmare. On June 14 we called the reservation hotline to add a night to our reservation but after the call we noticed the BW reservation specialist mistakenly change our dates to a different month. So we immediately called back and a different BW representative tried to reinstate our original reservation but couldn’t provide the same rates, it was over $200 more for 2 nights so the BW representative put us on hold told us she spoke to General Manager Dawn Ryan and Dawn would be changing the rate back to what the rates were on our original reservation and it will be changed sometime later that day. Two days later we called to follow up to ensure the rates were changed and found that the rates were not changed. We have tried to resolve the issue since June 14 and have a case number 35843 with Best Western customer care but nothing was resolved and Dawn Ryan has not been responsive or helpful. We have forwarded the confirmation email for the original booking with the rates posted but for some reason she did not believe the BW confirmation email. After spending hours on phone with BW customer care and almost a month without any movement on the case. We are no longer able to spend energy correcting this issue on July 9 we have canceled the all reservations with BW and will be staying at a Hilton nearby. Best Western Corporate, Best Western Plaza & Trade Center in Marlborough and General Manager Dawn Ryan have failed miserably.