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All reviews mexican border taco bell place to stay great hotel very clean hotel comfortable rooms yogurt morning breakfast staff was very friendly and helpful nice size hotel is located third floor nice pool az walmart bw bulb
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Reviewed July 25, 2010

This place needs an injection of customer service. The Arizona Little League 9/10 year old State Tournament was awarded to this town and you would think they would bend over backwards to accommodate the guests in hope they would return someday. We were greeted with quite the opposite behavior. The staff was fairly rude, and openly complained about having to clean up after our group. With nine & ten year olds from 3 different teams running around, you would think they would be a little more tolerant, but they were very impatient and crabby. Our first day of games were canceled due to an all day rain, and the boys congregated in the hotel common area to play board games and cards. Apparently the management did not like this and removed all the chairs from the dining room and common area to deter our group from gathering there. I twice requested a new printer cartridge for the business center printer, but it was never replaced, and you could not read any document that was printed. Apparently the same lazy work ethic rubbed off on the Pool maintenance person. The pool was murky and the jacuzzi foamed when the jets were turned on. Not very inviting!
Eventhough our group rate was slightly lower than the normal rate, there were other hotels in town that were less than half the price. While the other hotels may not be as modern as this hotel, any improvement in staff behavior would be worth the sacrifice. If you have to stay in Douglas go with a little nostalgia and stay at the Gadsden!

Oh I almost forgot - The complimentary breakfast was ok. Just make sure you get there early or you will have to compete with the Staff for a waffle (see picture). Also don't make a mess or they may take breakfast away from you!

Date of stay: July 2010
  • Trip type: Travelled on business
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10  Thank GALL24
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed July 25, 2010

As a seasoned traveler, I give heed to anyone considering this hotel. I arranged rooms for 13 families on our All Star Baseball team from Gilbert, AZ to stay at this hotel. While the hotel was new and one of the only options in the town of Douglas - I would rather have driven in from Sierra Vista or Bisbee then ever stay in Douglas again.

The hotel MANAGER was miserable and the worst example of customer service I have ever experienced in my life. Not only did she ever greet us, smile or ask us how our stay was. The first person she ever even interacted with the first family in our group to check in. The mom was questioning a published rate they were not honoring. The manager huffed out of the back and aggressively shouted she never approved it and would not honor it (we were talking $10.00 per night difference).

The second day of our stay our games were cancelled due to rain. While there was NOTHING ELSE TO DO IN DOUGLAS, our 9 & 10 year old kids pulled up chairs in the breakfast area and were playing UNO, Poker, War and Sequence. While kids will be kids, there were adults and other guests milling about the hotel because it was raining and there is NOTHING TO DO IN DOUGLAS. The pool was not an option for any responsible parent as there was severe lighting going on. As the day progressed the manager began yelling at our kids telling them they were being too loud and to stop annoying the other guests. She then proceeded to tell a parent our kids were running up and down the halls and they were going to kick us out if they didn't stop. The mom turned around and counted 12 boys in the lobby. She told the manager that. While I am sure we had boys running the halls at times- they weren't the only kids staying there or doing that and as parents we were constantly telling them to settle down. But hello - they are 10 years old and it is raining outside. Give me a break. These were good kids, honor students, talented athletes, with amazing families. After dealing with "grumpy" (as the kids called her) and her attitude towards our group, we decided to ask if we could use one of the banquet rooms for games and socializing. She said, " No, that would require too much time and effort setting it up and cleaning it". We offered to do both and again we were told no. We then asked how much they would charge us to use it. She and the desk clerk whispered back and forth a few times and came up with $50.00 per hour. Really? We stayed in the lobby. That evening we called several restaurants trying to find a place to accommodate our large party. No one could so we ordered pizza in and ate it in the dining area. When we called it a night a few of us mothers walked around picking up trash, water bottles, wiping up tables and since the trash cans were full we stacked the pizza boxes next to the trash cans. It seemed to us, although we were paying to stay there and use the facilities of the hotel, the staff was not use to having to work. They seemed lazy and unwilling to do their jobs.

The next day after breakfast the staff took all the chairs and stools out of the lobby and locked them in a room. When questioned why - we were told they have never had worst guests in their hotel. We made a mess the night before, our kids were terrible and obnoxious and caused damage to the hotel. This was absolutely ridiculous. When asked to show us the damage the Manager told us we have it on video and if we didn't like it we could leave. I then proceeded to tell her she was the worst display of customer service ever encountered and I hope she had video of it because it would show that it wasn't just our kids in the hotel and that we always picked up after ourselves and that we damaged anything was ludicrous. She again insulted me, the kids and the families that were spending $1300 a night to stay there. I told her I would be calling the Corporate Best Western and the owner of the hotel, and she laughed and said she was really scared and there was nothing we could do about it. THIS IS FROM THE GENERAL MANAGER. Can you believe this?

The other unprofessional incidents that occurred during our stay included the staff eating the last of the breakfast food while the guests were still trying to serve themselves. The pool was not maintained well and was green after a few days of much use. There were no towels for the pool and you had to exchange your bath towels at the front desk if you wanted a towel at the pool. The chairs never reappeared in the lobby through out our 6 night stay and we continued to hear the staff whisper about us, talk blatantly and rudely about us while unbeknowst to them some of the adults in our party were in the elevator with them and continuous eye rolling, hip cocking and out and out rudeness.

I have never experience this type of small town ignorant behavior in my vast travels across the world. I would not want anyone to experience this type of rudeness. We spoke to the Chamber of Commerce, the Little League of Douglas and all agreed the General Manger was indeed the problem. Unless this manager is replaced - stay elsewhere if you can.

Date of stay: July 2010
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9  Thank splewe1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed April 5, 2010

At long last, there's a good place to stay in Douglas, Arizona after years of putting up with sub-standard accommodation options. Douglas is a great place to spend the winter (we have a trailer in the nearby desert) but there was never a place til now for friends to spend the night when they visit. The new BW is well located in this small border town. It's clean, quiet and well-designed. The black-out curtains allow for a good sleep-in, the free WiFi works flawlessly, the bathroom is well lit (for reading in the tub) and you can turn the bathroom light on without turning on the exhaust fan!

The only small flaw is that there is no designated staff person to maintain the breakfast area (the desk clerk has to do this when there's time) . Otherwise, we have absolutely no complaints!

Date of stay: January 2010
  • Trip type: Travelled as a couple
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1  Thank Dustysombrero
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
BWDouglas, General Manager at Best Western Douglas Inn & Suites, responded to this reviewResponded April 23, 2010

DustySombrero,

Thank you for the review of our hotel. We greatly appreicate those who take time out of their busy schedules to compliment us on what's great and give us excellent constructive critisim. It's guest, such as yourself, who help Best Western Douglas Inn & Suites be the best hotel we can be!

We have taken your advise as well as many other travelers and have added a full time breakfast attendant. We take great pride in our customer service and wish to continue being the best!

We look forward to welcoming you back to the Best Western Douglas Inn and Suites on your next visit to Douglas, AZ.

Again, Thank you for your kind review of our hotel.

Regards,

Brandee Smits, CHA
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed December 13, 2009

As a long-time Best Western customer, I thought I would give this place a try, but the front desk staff was so surly and rude that I decided to leave half-way through the check-in process. The strong chemical smells from the new paint and carpet and the slightly above market prices could be overlooked, but an unfriendly, poorly trained staff is not what I want on a business trip.

Date of stay: December 2009
  • Trip type: Travelled on business
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6  Thank Timothy H
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
BWDouglas, Management at Best Western Douglas Inn & Suites, responded to this reviewResponded March 4, 2010

Thank you for writing your review. Here at the Best Western Douglas Inn & Suites our staff and management take great pride in providing all our guest excellent customer service. We do apologize if you felt our service was below par on your visit back in December. Our hotel is brand new and just opened our doors for business, days prior to your arrival. Unfortunately with a brand new hotel with all new products we are not able to take out the "new" smell of products. We work hard to have a clean and fresh smelling hotel. We hope the next time you're in Douglas, AZ you'll be willing to give our hotel another try. Thanks again for writing a review and helping make Best Western Douglas Inn & Suites the best hotel we can be!

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed September 18, 2017
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Date of stay: September 2017
  • Trip type: Travelled on business
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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