Best Western Braintree Inn

We had a reservation on a room for 4 and when we arrived were charged an additional $20 per person for our kids. Then the room had only 2 towels, hair all over the bathroom floor, not been vacuumed, ac that didn’t work, rust around the bathroom door and a terrible smell. Bfast room was way overcrowded with furniture that was too big for the space meaning families had to eat standing up in the lobby. We usually have had great ext with Best Western brand hotels and although this looked new and clean on the surface they need new housekeeping and better disclosure of rates- for $209 we could have stayed at a much nicer hotel.

Delta airlines put us up in this hotel after a series of delays and cancellations. They did offer one hotel close to the airport but it was overbooked and sending people to other hotel further out. We had not stayed at a Best Western in 20 years and were surprised by this hotel's level of service, cleanliness and overall hospitality. Raj, the manager, was there when we arrived at 9 pm and when we left at 5 am. He is a treasure -- friendly, helpful and knowledgeable. We lived in Boston so we knew about the traffic but he wanted to make sure we knew when to leave the hotel to get to the airport. He also offered my daughter breakfast before we left. She didn't need it but it was nice of him to do. |The bed was comfortable, the ac worked well, and the room was clean with a refrigerat

Positive: Great location and very clean. Not kid friendly. Negative: We had booked a room with 2 queen beds. They were going to charge us an extra $20/night for our kids 10 & 12 even though their policy states that kids 12 & under stayed for free in existing beds.

I did not want to leave an unfair rating given I ultimately did not choose to stay here, so I felt as if 3 stars was the most non-damaging rating. While, reading through the reviews, I noticed someone mentioned not being allowed to bring a friend that they were visiting back to their room to share a meal, and had to eat with them in the lobby instead. Consequently, I called to confirm. The person I spoke with informed me there is a no guest policy for the hotel, which prompted me to not book here. I respect this decision given the reason described to me, but I feel as if something like this should be stated on the website and all third party websites prior to booking given this is not a norm amongst hotels.

UPDATE: respond to the manager that whole statement you just made is false. I recorded the entire room before I left. You charged my card a $100 fee not $50 bc your agent lied to me. First it was $50 then she said $100 and then she said $150? You called me a liar as if I didn’t call ahead of time. I don’t owe $250. You are being malicious. I have video proof. I couldn’t even take a shower bc the water was brown and I have photos of this! So pls, I would like you to show me the over flowed bathtub and damage to the carpet. You are. Terrible manager and honestly that’s why your stuff acts the way they do, ofcourse I was upset bc I was told one thing over the phone and another in person? Why would I lie about calling up about a dang deposit? Lol also I recorded out phone call of me telling yo