Review of Best Western Plus Executive Residency Pottstown 2*

I am writing this review for a friend of mine who recently stayed at this Days Inn. As she told me the story of how her evening unfolded once she walked into the establishment, I kept finding myself saying that this story needed to be told for comedic value if for nothing else. Obviously, I will be reviewing from memory, so I may leave out a few items. This was booked on the fact that there are few other available options in the area for the price. That being said, my friend was aware that things may be "less than stellar" during her stay. There was a general dirty appearance and musty smell as others have reviewed, but honestly the price was warning enough in regards to this. Once she entered her room she found a broken window curtain, also not a show stopper; she just figured she would let them know at check out. After dropping her bags, she immediately headed to the bath room as we all normally do when entering our hotel rooms. As she opened up the toilet, she was immediately greeted by someone else's "business". Although totally grossed out, she figured she would just flush this problem away as she has had a long day and just wants to relax; but to her dismay, the left behind "movement" would not go down. She immediately phoned the front desk, but only to hear an endless ringing tone with no answer at the other end. She grabbed her things and trekked down to the desk in hopes of receiving help. Once there, she expressed her issue to the extremely knowledgeable girl perched behind the counter. As you can guess by this point, the employee’s response was not as it should have been. The girl laughed it off as she informed my friend that there was no one there to fix it. So of course my friend assumed they would give her another room, right? Nope, none available and she just expected my friend to head back up to her room knowing the "present" that had been left behind. Just so we are clear, they wanted her to stay in a room with a non-working toilet with someone else's poop in it! After my friend expressed how unacceptable this was to the now "somewhat" understanding desk clerk, she decided to phone the maintenance guy (the one she said was not around). A man shows up after about 15 minutes in mesh shorts and flip-flops and wants to know what the problem was. By this point, my friend was already set on leaving and requested a refund. The girl behind the desk informed my friend that she could cancel, but would still be charged since it was after check in. Obviously this place skipped out on customer service day during hotel school. So the next step was to call a manager. The girl stepped hesitantly over to her cell phone and called the "manager". He eventually showed up and met my friend’s requests to cancel her stay at their fine establishment. Never once was an apology offered, nor any sort of amenity to make amends for the wrong that had been done. Bonus: While my friend was sorting out her issue, another guest visited the counter to request the cot that had been promised to him for his stay. The girl behind the counter pleasantly asked the man if he would be able to take the cot to his room or if he would like her to get someone to do it for him? (Again, skipped customer service day at hotel school. ) The man politely laughed and said, "You guys can take care of it. " While he was there, he overheard my friend’s problem and laughed and said, "We had the same issue". That's two un-flushed poops in supposedly "clean" rooms for those that are keeping track. His last comment to the girl behind the desk was about his room’s phone not working to which she replied laughing, "Yeah, some of our room’s phones are broken". Do yourself a favor, stay somewhere else if at all possible!