Best Western Plus Russellville Hotel & Suites 13770 Highway 43, Russellville, AL 35653

"I stayed at the Russellville Best Western January 19-21, 2024. This is a reflection on the evening staff that treated me and my party with the utmost disrespect on the evening of January 20, 2024. Sylvia kicked our party out of the lobby at 9:30pm to “clean it before the end of her shift @11” so we went into the meeting room to wait until she was done cleaning only to be told we hadn’t rented out that space and needed to go congregate in our rooms. She was very adamant that we not be in any public space and that our only option was to go back to our rooms. Apparently we were being loud and not allowed in the lobby so late (we were not being loud. This was confirmed by people in the morning who were in the rooms near the lobby). It was 9:48pm when I looked at the clock in the midst of this reprimand. In my years in hospitality no public space has closed before 10pm if not 11pm. We just wanted to enjoy our stay and play some card games together. Not to mention we were paying for 12 rooms having traveled thousands of miles to come for the mourning and burial of our grandmother/mother/wife. Sylvia was extremely rude and not understanding. It seemed like they just wanted the lobby and public areas empty and were annoyed at us for attempting to enjoy our stay. This was confirmed when Sylvia said her shift ends at 11pm and we can do as we please after her shift ends. Not only was Sylvia being annoyed at us — the guests — but two other front desk associates (Theresa and Denise I believe) who were staying in the hotel also came out to gang up on my aunt who had taken over trying to communicate that we weren’t going to be noisy. We just wanted to play some cards together. In the end we were allowed to be in the eating area to play our games. We were treated like children and told not to walk on the floors for 15 minutes as they would need to dry. Meanwhile, the other guests and those who needed to check-in would walk on the floor without being spoken to in the manner we were. While playing our game we started to hear music coming from the back room behind the front desk…talk about being noisy. I share this in the hopes that there be more training on how to treat guests and what the actual policies of Best Western are when it comes to public spaces. Please educate your staff on what it means to be in the HOSPITALITY industry. Per the Oxford dictionary Hospitality means the act of being friendly and welcoming to guests and visitors. We were not welcome as guests in the eyes of Sylvia nor the other front desk associates who refused to call a manager to resolve the issue at hand. It felt like they were annoyed and unused to the public areas being utilized. We were paying for 12 rooms during this stay. You’d think they would treat us a bit better."

"We visit from NJ to see family and always stay at The Best Western in Russellville. We can’t say enough about how kind and helpful the team is. Rooms are clean, breakfast is a nice bonus. The team goes out of the way to make us feel at home and southern hospitality is at its finest. Look forward to staying again!"

"Comfortable, the employees were all overly nice, breakfast was very good and had good hot coffee. And very clean!! Enjoyed my stay there. I will be back !!!"

"We hecked in for four nights. on night 2 no clean room or towels. after getting towels run out of conditioner in shower thick wet hair. husband went to desk to get more and they do not have any. Also asked why rooms not clean...they state you clean and fetching your own stuff now unless you tell. Wow over $120 per night and this is the best you can do. I won't be back!!!"

"How do I start this post, and will they let me write as much as I want? I will tell you right now you will not go wrong by staying at this location here if visiting the Shoals area. With pleasure! I've been to a lot of hotels in my travels and the way this hotel treats their patrons is by far way above and beyond the standard of any place I have ever stayed before. Let me start with... THEIR SERVICE: As soon as you walk in you are greeted by the most friendless staff ever...PERIOD. Right off the start, I knew I made the correct choice when I booked this hotel. THEIR CLEANLINESS: Top Notch! From the breakfast area to your room. The best! The top of the pictures was wiped down, the smell of the building smelt great, the floors were clean, the bathroom was spotless, and the bed was perfect. THEIR AMENITIES: Very nice large meeting room, great outdoor pool, the business center great, and the fitness room, although a bit small, was perfect. What else can I do or say about this hotel? I will say this if your larger chain groups would adopt or duplicate the management here, then this world would be a much better place. (Even their sister hotel, just 20mins down the road in Tuscumbia, would not come close to the hospitality here in Russellville. The Tuscumbia Hotel is unsatisfactory). Travelers, drive the extra 20 mins to stay here. I told myself that I would never stay at a Best Western again after Tuscumbia. All I can say is, I'm glad I gave the chain a second chance. By far, the only place I will stay 3 to 4 times a quarter for my work is the Shoals. This hotel here, by far, is one of, if not the best hotel around. Congratulations guys...you did it. Thanks in advance."