Best Western Brockport Inn & Suites

We were given a dirty room. Bathroom has not been cleaned and urine from previous guests was still in the toilet. We tried to switch to a different room but nothing else was available on that college move in weekend. There was mold in the ceiling in the bathroom ,hair on the floor and a big stain on the blanket. Will never stay there again. Staff wasn’t helpful at all and the manager never got back to me

This was hands down the worst hotel experience my family has ever had. We booked three rooms at the Best Western in Brockport, NY, and it was a disaster from start to finish. First off, our reservation was never even held. When we showed up, they had no rooms for us. On top of that, the price we were quoted wasn’t what we were charged — we were overbilled and had to argue to get money refunded. We were promised suites, but only one of the three rooms ended up being a suite. The elevator was broken the entire stay. My father is disabled, my sister is five months pregnant, and my mom had a broken rib and punctured lung. No one at the hotel offered help — we had to beg the maintenance man to carry luggage. Staff were literally dragging cleaning carts up the stairs because corporate clearly refuses to give them the resources they need. Housekeeping never once came to clean our rooms in five days. When we checked out, suddenly our reservation “showed up” in their system — and we were told “sometimes that happens.” My parents’ room was right next to a staircase and they were woken up constantly. My sister’s room reeked of marijuana, and when she asked to be moved, they put her in a musty, humid room that was just as miserable. Here’s the kicker: when we contacted corporate afterward, they told us because we didn’t complain during the stay, we had no recourse. In other words, they punished us for not yelling at the overworked staff, who were clearly trying their best with nothing to work with. This is not a staff problem. This is a corporate problem. Best Western should be ashamed of how they run this hotel. Save yourself the stress — stay anywhere else.

I have stayed here several times before from 2022 to 2025. I found this visit to be way below the normal. Elevator did not work. The air conditioner was very loud like a helicopter. The price was $201 for one night and honestly the quality of bed , no elevator having to walk up the steps with a disability was not what I felt $201 should be. The room was a cheap economy type room.