Best Western Atrea At Old Town Center

We have been staying at the Best Western Premier in Bryan, Texas, since Tuesday, and our experience has been extremely disappointing. On our first day, we discovered that barely any water came out of the shower. We reported the problem to the front desk on Wednesday morning, but nothing was fixed. On Thursday, we reported it again. The receptionist said she would submit another maintenance request and speak with the general manager. We also requested a different room, but were told the hotel was fully booked. When we returned to the hotel Thursday evening, the shower still had not been repaired. After repeated reports, we still cannot take a proper shower. To make matters worse, the hotel lost internet service that evening, adding further inconvenience to an already frustrating stay. The mattress is also sagging and misshapen, leaving me with back pain. With several events happening in town and room rates this high, we expected much better. A functioning shower, a comfortable bed, and reliable internet are basic expectations. The failure to resolve a repeatedly reported maintenance issue, along with the lack of an apparent backup solution for the internet outage, is unacceptable. We are very disappointed with both the condition of the room and the response to our concerns.

We recently stayed at this Best Western because our child competed in a swim meet at Texas A&M. This was actually our second stay at this hotel—we chose to come back because our experience two years ago was so positive. Unfortunately, this visit was a major disappointment. When we arrived, we found empty shampoo bottles left in our shower and a used coffee pod still in the coffee maker from the previous guest. While those issues were frustrating, they were minor compared to what followed. Both nights of our stay, guests were allowed to remain at the pool well after the posted pool hours. The first night, a loud group was in the pool area after midnight. I called the front desk around 11:30 p.m., and was told someone would ask them to leave. The noise continued. The next morning, I spoke with the manager, Apple, to express my concerns. Rather than acknowledging that staff should have enforced the hotel’s posted quiet and pool hours, I was told that I should have continued calling the front desk if the guests were still being loud. I found that response disappointing. Guests shouldn’t have to repeatedly call throughout the night to ensure hotel policies are enforced. Later that day, after returning from the swim meet, we took our children swimming even though the pool water appeared cloudy. As we returned to our room, we shared the elevator with a housekeeper who casually mentioned she had stayed at the hotel the previous night so she could remain at the pool until “late, late, late.” Hearing that from an employee only added to our concerns about how seriously the pool rules are taken. By the second day, the pool was still cloudy. After swimming, our children’s swim shirts had a strong fishy odor, which was unpleasant and raised additional concerns about the pool’s condition. The second night was even worse. Around 3:00 a.m., I woke up to people talking outside our window. I looked outside and saw multiple people in both the hot tub and pool. At approximately 3:30 a.m., I again called the front desk and reported the situation. Someone said they would ask the guests to leave, but I couldn’t understand how people were able to access the pool area in the middle of the night in the first place. Our family traveled here to support our daughter, who worked for months to qualify for this swim meet. We had to wake up at 6:00 a.m, so having our sleep repeatedly interrupted because hotel rules weren’t being enforced was incredibly frustrating. We returned because we had a wonderful experience here before. Sadly, this stay fell far short of the standard we expected. Better housekeeping, proper pool maintenance, and consistent enforcement of quiet hours and pool hours would have made a significant difference.

We had a great time at this hotel. DELON was very helpful to me, she helped me with a spot on my shirt and gave me advice as to what they used to clean their showers. Clean and comfy