Best Western Plus Kendall Hotel & Suites

Front office person provided superior customer service by checking to see if our room was clean and ready and allowing us to check in early so we could leave our baggage in our room. The hotel's breakfast was excellent - my son loved the hot chocolate. The housekeeping maid was friendly and quickly got us an extra towel when we requested it.

After reading multiple online reviews, we were very excited for our stay at this property, but we were disappointed to encounter multiple issues, some more problematic than others, during our stay. 1) Apathetic front-desk staff. I encountered three different individuals working at the front desk over the course of our 3-night stay, and every single one was unfriendly, barely provided the minimum expected level of service, and didn't seem to care about poor customer experiences. 2) Multiple medical patients roaming the hallways, some of them dripping blood on the floors. There must be a nearby outpatient surgical facility that sends patients to this hotel to recuperate after surgery. This, in itself, is not an issue, but when you walk through the hallway or get in the elevators, and you see patients in robes walking slowly while blood fills containers dangling from tubes around their ankles, it creates an uncomfortable situation for non-medical guests. Additionally, one day when we entered the elevator, there were drips of blood on the floor. I went to the front desk to tell the staff, but they were hardly surprised. They just said "oh, we will take care of that". Customers were alarmed, but the staff didn't acknowledge that or apologize. 3) Issue with dirty sheets in sofa bed. The night we checked in, we opened the sofa bed to find brown bugs or specks of dirt in the sheets, along with some hairs. It was clear that the sheets had not been changed since the last guests used the sofa bed sheets. I went to the front desk to explain this. The manager on duty said, "I can't give you a different room because we are sold out, but I will get you some sheets and let our manager know tomorrow." Nobody offered to change the sheets. We were expected to do this ourselves. The manager never reached out to apologize or offer any compensation/refund, etc. 4) The ice machine on our floor ran out of ice on day 2 of 4, and never was refilled by the time we left. 5) The hotel ran out of pool towels early morning one day, and they kept telling us, every time we checked, that the towels would "be here soon". Finally, after 7 hours, there were more towels available. In addition to not having the towels, each staff person we talked to seemed to have a different story. The front desk told us to ask housekeeping. Housekeeping told us they didn't have any and sent us to the front desk. Overall, a very disappointing stay, even more disappointing since we had read fabulous reviews prior to choosing this hotel.