Best Western Plus Bainbridge Island Suites

Marshall Suites Bainbridge has an excellent location and very comfortable, spacious rooms. The kitchenette with a microwave, fridge and coffee machine was very convenient and made the stay easier. The room itself was spacious and comfortable. Breakfast was included with our stay, which was appreciated, though it was a very basic one, consisting mainly of bagels, coffee, apple and waffles. Unfortunately, our experience with the front desk significantly affected the overall impression. At check-in, Lilly at the front office accidentally placed a card hold amount that was higher than expected. To be fair to her, she was apologetic and otherwise hospitable, and informed us that the issue should automatically resolve. However, when the hold had not corrected by the following morning, we approached the front desk to seek clarification. At that point we interacted with Manager Janette. As our reservation had been made through a third-party website, we felt our concerns were met with indifference rather than a willingness to help. We requested assistance understanding the hold issue and whether Lilly could be contacted to clarify the earlier discussion, but that was not accommodated. Instead, we were repeatedly directed to contact the third-party booking provider. Another interaction that left us uncomfortable involved complimentary bottled water. Complimentary bottled water was part of the hotel entitlement to everyone, and when we made an inquiry regarding it, we were told by Manager Janette that the sink water in the bathroom was drinkable. While we understand tap water is safe to drink, the response felt dismissive and not particularly guest-focused given the nature of the question. We also found some front desk interactions lacked warmth and professionalism. At one point while we were seeking assistance regarding our concerns and queries, there was laughter and conversation among staff on the query, while we were standing there waiting, which felt dismissive and uncomfortable from a guest perspective. One additional disappointment was that the laundry facility was out of order on our floor during our stay. The hotel itself has many positives like excellent location, spacious rooms and useful in-room amenities , but unfortunately the front desk experience took away from what otherwise could have been a very good stay.

Wow. What a train wreck of a place. The woman at the front desk had no idea what she was doing. She had me write my cc # on a sticky note because she didn’t know how to key it in. The printer was broken. She kept forgetting what room she put me in. Head of Housekeeping was also behind the desk and looked like she was mad at the world. Then the next employee arrived 10 minutes early and refused to clock in after front desk woman asked her for help. After 35 minutes, I left, never having ever checked in.

This has to be one of the worst hotel experiences I’ve ever had. I travel for a business a ton, stay in 50-60 hotels per year, and I’ve never had this experience. First off, checking in, they claimed I had already checked in. Clearly not the case. Then they gave us keys to a room, that when I opened the door, had not been cleaned. Towels all over, bed unmade, coffee and cups around the room. 30 mins of time at the front desk, with the employees calling the manager and asking what to do, they finally got us another room. The desk clerk went and checked the room, to make sure it was good. He declared it clean and ready. When we got in the room, the sink was full of hair, and the “king suite” we paid for turned into a queen room. Plus it was over the garage entry door, and adjacent to the elevator. So after no sleep, and the offer of free breakfast (no thank you) we left, and will never return here.