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Reviews of BEST WESTERN Huntington Mall Inn

2.5 out of 5
BEST WESTERN Huntington Mall Inn
3441 US Route 60 E, Barboursville, WV

Reviews

7.6

Good

Rating 10 - Excellent. 320 out of 1002 reviews" "
Rating 8 - Good. 343 out of 1002 reviews" "
Rating 6 - Okay. 154 out of 1002 reviews" "
Rating 4 - Poor. 101 out of 1002 reviews" "
Rating 2 - Terrible. 84 out of 1002 reviews" "

7.6/10

Cleanliness

8.4/10

Staff & service

7.2/10

Amenities

7.2/10

Property conditions & facilities

7.0/10

Eco-friendliness

Reviews

4/10 Poor

Mackenzie

Travelled with family, Travelled with pets, Travelled with group
Liked: Staff & service
Disliked: Cleanliness, amenities, property conditions & facilities
Our room had no AC that was working, but the staff kindly switched us to a different room which was much better. However, there was a group of us that came, altogether we got three rooms. My friends room had chunks of the carpet missing, a hole in the bathroom door, fridge didn’t work, tissue paper shoved in the door peep hole, and stained bedsheets. The AC unit had black mold on it. We witnessed several prostitutes on the property and everything that played out there.
Stayed 1 night in May 2024
Response from Management on 20 May 2024
I am so sorry that you had these issues Mackenzie,I am looking into my staff who were responsible for your assigned rooms, and I assure you that they will be reprimanded.

10/10 Excellent

Daniel

Travelled with family, Business traveller
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The staff was very accommodating, friendly and seemed like they'd go above and beyond to ensure a pleasant experience
Stayed 1 night in May 2024
Response from Management on 20 May 2024
Thank you so much Daniel

4/10 Poor

karthikeyan

Disliked: Cleanliness, property conditions & facilities
Not much clean inside the room and bathroom
Stayed 1 night in May 2024
Response from General Manager on 20 May 2024
I am so sorry that you had these issues with your room.

4/10 Poor

Luther

Travelled with partner
Disliked: Cleanliness, amenities, property conditions & facilities
What I liked was leaving and what I didn’t like is the room was nasty dirty. There was one in my room that wasn’t ours. There was no toilet paper. There was no paper towels no Kleenex the floor is dirty hadn’t been cleaned.
Stayed 1 night in May 2024
Response from General Manager on 15 May 2024
I am very sorry that you had these issues with your room. I am working with staff to make sure that things like this do not happen.Again, I am sorry,

4/10 Poor

Mark

Travelled with partner
Liked: Property conditions & facilities
Disliked: Cleanliness
Toilet was not cleaned. I had to clean it myself. I wasnt offered help or discount or another room.
Stayed 1 night in May 2024
Response from Management on 20 May 2024
I am so sorry Mark

2/10 Terrible

Rhonda, Lawton

Travelled with family
Liked: Staff & service
Disliked: Cleanliness, amenities, property conditions & facilities
All night I heard people going in and out. My whole headboard rattled. Don’t stay near the exit doors !, outdated rooms. No breakfast
Response from Management on 20 May 2024
I am so sorry you had the noise of people coming in and out.

10/10 Excellent

Maria

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
It fit our needs perfectly. It was close to several restaurants that could walk to. Our room was a little dated but seemed very clean. The staff were very friendly and respectful.
Stayed 1 night in Apr 2024

2/10 Terrible

Christina, Charleston

Travelled with partner
Disliked: Cleanliness, amenities, property conditions & facilities
My room had roaches and toilet would not flush
Stayed 1 night in Apr 2024

10/10 Excellent

Melissa

Stayed 2 nights in Apr 2024
Response from Management on 20 May 2024
Thank you so much Melissa

6/10 Okay

James

Travelled with partner
Liked: Staff & service
good free breakfast
Stayed 1 night in Apr 2024

10/10 Excellent

Jennifer

Liked: Cleanliness, staff & service, property conditions & facilities
Very clean and the staff were so nice. We enjoyed our stay very much.
Stayed 4 nights in Apr 2024

10/10 Excellent

Vernon

Business traveller, Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
There was construction going on and the other guests were quite noisy, I liked the clean rooms, but the room could use a usb port for charging phones for convenience as they are in the lamps at other hotels, over all I was pleased with the staff and service, and the rooms were nice
Stayed 1 night in Apr 2024

2/10 Terrible

Rhonda L Hartman

Travelled with group
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
Our stay at this location, Huntington WV for 3 nights was absolutely horrible. The shower was nasty, the bedroom floor was not vacuumed, there was no house keeping to pick up your daily garbage, bring clean towels or to make sure that you had toilet paper. Our refrigerator did not work, they then replaced it with another one that also did not work Only one ice maker in working condition in the entire hotel. Safety at this hotel is a joke!! Every exit door was walk in ready WITHOUT your room key. Meaning, ANYONE could walk into the hotel through any door, whether their a guest or not!
Stayed 3 nights in Apr 2024

8/10 Good

Scott

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 3 nights in Apr 2024

10/10 Excellent

John

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Very good place with nice people, starting by the manager himself and all his team.
Stayed 1 night in Apr 2024

8/10 Good

James

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 2 nights in Apr 2024
Response from Management on 17 Apr 2024
Thank you for your response James

10/10 Excellent

Chaffaye

Liked: Cleanliness, staff & service, property conditions & facilities
Heck in was quick & easy
Stayed 1 night in Apr 2024
Response from Management on 17 Apr 2024
Chaffaye, Thank you for your positive comments and rating.

10/10 Excellent

Enrique

Travelled with family
Liked: Staff & service, amenities, property conditions & facilities
Front desk attention , attentive personal, easy to find hotel next to 64 Hway.
Stayed 1 night in Apr 2024
Response from Management on 17 Apr 2024
Enrique, I am very glad that our front desk staff helped you enjoy your stay with us.

4/10 Poor

John

Liked: Cleanliness, property conditions & facilities
Disliked: Staff & service
I contacted the facility about 12:00 PM prior to my arrival yesterday stating that I will be running late and not arriving until after 7 o’clock. I was told not to worry, my room would be available. When I arrived at 8:20, Carolyn, I believe it’s her name, informed me that my reservations were canceled by the hotel. She stated that Expedia had overbooked the facility, and they did not have a room for me. I asked for a suggestion for a place to go and I was provided absolutely no information other than to call Expedia. Fortunately, another clerk who was just about to go home did some trouble shooting found a room that was listed as blocked but could be used. So I was able to get a room. I was totally dissatisfied with the one clerks lack of concern about the failed reservation. She said she tried to call me, but I received no call and she again blamed Expedia. I guess the lack of concern by the one clerk is typical for customer service today. Someone needs to look into this arbitrary cancellation and resolve it. Especially since I called ahead and informed this facility I would be late. No one, after a long hard day of traveling should be met with such lack of concern by agents of the facility. .
Stayed 1 night in Apr 2024

8/10 Good

Jim

Stayed 1 night in Mar 2024

2/10 Terrible

Sean

Stayed 1 night in Mar 2024
Response from Management on 17 Apr 2024
Sean, I am sorry you had issues with your stay. We are trying to make significant changes, so no guests have issues with their stay.

6/10 Okay

Kathleen

Travelled with family
We were given a pet friendly room and we didn't have a pet and were not asked if we had a pet. We were concerned about the funny smell of the room. We didn't say anything. The next morning when we were checking out she asked if we had a pet and said that the room was for people with pets. We should have been asked that at check in. Maybe we would have had a room that didn't smell.
Stayed 1 night in Mar 2024

8/10 Good

Mark

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great place to stay and affordable.
Stayed 1 night in Mar 2024

8/10 Good

Jerry

Travelled with partner
Liked: Cleanliness, staff & service, amenities
Property was close to the highway. Did not care for actual location of hotel as it was dark and just gave appearance of being unsafe.
Stayed 1 night in Feb 2024

2/10 Terrible

Nikolle

Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
I made a reservation and I received confirmation email, but when I got there they said they didn’t have any rooms available. And I was charged 200$. Worst place I’ve ever been to.
Stayed 1 night in Mar 2024
Response from Management on 6 Mar 2024
I am so sorry about this situation. I just spoke with Expedia and the refund has been approved with my confirmation. If there is anything else I can do for you please let me know.

10/10 Excellent

Gina

Travelled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great
Stayed 1 night in Feb 2024
Response from Management on 4 Mar 2024
Thank you so much Gina.

8/10 Good

Jeff

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
We were only at the motel for about 8 hours but our experience was very good. Clean room, very comfortable bed abd staff was great.
Stayed 1 night in Feb 2024
Response from Management on 4 Mar 2024
I am very glad that you enjoyed your stay with us.

10/10 Excellent

Conor

Business traveller
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Friendly staff, relaxed and easy going environment.
Stayed 1 night in Feb 2024
Response from Management on 4 Mar 2024
Thank you so much for the kind words Conner.

2/10 Terrible

Amy, Huntington

Travelled with family and small children
Liked: Staff & service
Disliked: Cleanliness, amenities, property conditions & facilities
I had roaches in my room we had to go to the desk and get blankets because the bed wasn’t even properly made upon arrival
Stayed 1 night in Jan 2024
Response from Management on 4 Mar 2024
We are so sorry that you had this experience. I assure you that we are making improvements.

6/10 Okay

David

Could be better
Stayed 2 nights in Feb 2024
Response from Jake on 6 Feb 2024
Hey David,I am working diligently to get things improved upon in this location. I am still learning in my role as the new GM at this location but I can assure you that I am hoping to get this property to far greater than it is currently in. Thank for your input/feedback.JakeGeneral Manager

10/10 Excellent

Michael

Travelled with family
Nice breakfast and staff
Stayed 1 night in Dec 2023
Response from Jake on 3 Jan 2024
Thank you so much for your positive review. We are trying to make improvements to our previously reported shortcomings. I want to make sure that everyone has a great experience such as yourself. Thank you Michael!

4/10 Poor

Christopher

Travelled with family
Liked: Staff & service
Disliked: Cleanliness, property conditions & facilities, room comfort
Wow.
Room is falling apart, carpet is peeling up in room, room doors didn’t work 3 times, side door swiper didn’t work, no elevator, smoke detector beeping every 10secs down that hall.
Stayed 2 nights in Dec 2023
Response from Jake on 11 Dec 2023
Christopher,I am very sorry that you had these issues while staying with us. I am trying my best to make all the corrections needed to the facility and in our rooms. I started here last month, and I am working with all departments to attempt to fix all these previously neglected problems and re-education of my staff. Again, I do apologize you had this experience with us. Thank you,Jake BowlesGeneral Manager

6/10 Okay

Gary

Travelled with partner
Disliked: Amenities
It was not very clean and there was a lot of noise at night (traffic, trains and other guests).
Stayed 1 night in Dec 2023
Response from Jake on 11 Dec 2023
I am very sorry that you had these issues while staying with us. I am trying my best to make the corrections needed to the facility, so all guests have a pleasant stay. Thank you,Jake BowlesGeneral Manager

8/10 Good

Vickie

Stayed 2 nights in Dec 2023
Response from General Manager on 8 Dec 2023
Thank you for taking the time to leave us a review. We are happy that you felt you received a value for your stay and look forward to the possibility of hosting you again in the future.

4/10 Poor

Michelle

Disliked: Cleanliness, property conditions & facilities, room comfort
Mold in the vents
Mold
Dog hair all over the chairs
Stayed 1 night in Nov 2023
Response from Jake on 7 Dec 2023
Dear Michelle, I am so sorry the conditions of your A/C unit were like this. We are trying to make improvements to these older wall units that were neglected previously. I assure you that I will do my best to instruct my staff to not overlook things like this when cleaning/repairs, and I as a manager learning from our mistakes in order to grow/improve.Again, I do apologize.Jake BowlesGeneral Manager

10/10 Excellent

mark

Stayed 1 night in Nov 2023
Response from Jake on 3 Jan 2024
Thanks for the review Mark. We want everyone to have as pleasant of a stay as yourself.Jake

10/10 Excellent

mark

Stayed 1 night in Nov 2023
Response from Jake on 3 Jan 2024
Thank you so much for your positive review. We are trying to make improvements to our previously reported shortcomings. I want to make sure that everyone has a great experience such as yourself. Thank you Mark!

4/10 Poor

Van

Travelled with partner
Liked: Staff & service
Disliked: Cleanliness, property conditions & facilities
Good location. Rooms were dirty, curtains falling off windows. Walls need painted, new carpet, ceiling in bathroom falling down, tub stained. Remote for tv didn’t work properly x2. Breakfast at 915am bare.
Stayed 2 nights in Nov 2023
Response from Jake on 28 Nov 2023
Dear Van, I am so sorry for the issues you had in your room. I am working with Housekeeping to make significant improvements to these room condition concerns. I am hopeful that we can make these improvements so no guests have similar issues to yours going forward.Again, I apologize for your inconvenience.Jake BowlesGeneral Manager

8/10 Good

Brian

Liked: Staff & service, room comfort
Outback
Good. Pant smell in lobby. Dirt around the baseboard
Stayed 1 night in Nov 2023
Response from Jake on 28 Nov 2023
I'm sorry for the paint smell and dirt around the baseboards. We are currently remodeling access areas of our hotel. Thank you for your review,Jake BowlesGeneral Manager

10/10 Excellent

Cathy

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
I met Jake, the very personable manager. He was dressed in an impressive suit, professional and yet quite welcoming. But the best was Donna, the front desk clerk. She was so sweet, I felt she was inviting me into her.own home. Fabulous job to all, thank you!
Stayed 1 night in Nov 2023
Response from Jake on 10 Nov 2023
Cathy, Thank you so much for sharing these kind remarks about our staff. We greatly appreciate your stay, and we hope you think of us next time you need a place to stay.Have a great day,JakeGeneral Manager

2/10 Terrible

Samantha

Business traveller, Travelled with pets, Travelled with partner
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
Oh, where do I begin? Check in itself was a rough experience. We understand they have new systems and the staff needs time to learn them however when day one of this new system they come across problems with not knowing how then the general manager leaves in the middle of it unsolved just seems a bit irresponsible. Because of the trouble with check in they proceeded to charge me multiple times for my stay. We finally get into a room and it is not the king bed non smoking room wr reserved, it is a two double bed smoking room. We go back to the desk and tell them there must be a mistake and they say they rented their last one just a bit ago. Another lady finally chimes in and says they just cleaned one we are good. We get into the room with the toilet full and sink barely drains. They proceeded to continue to charge my card in the night because they had no idea how to manage the new system alone.
Stayed 2 nights in Nov 2023
Response from Jake on 6 Nov 2023
Samantha, I am so sorry for your experience. We will learn from our mistakes and make it our priority to make improvements, so we fix everything you mentioned above so it never happens again.

8/10 Good

Joe

Travelled with family
Liked: Cleanliness, amenities
The motel was a decent value. It need some attention with the plaster in the bathroom. The staff was slow in responding. Ran out of some essential breakfast foods so we went without.
Stayed 1 night in Oct 2023
Response from Sabrina on 31 Oct 2023
Joe, Thank you for the response. We hope that we will see you again in the future.

4/10 Poor

Verified traveller

Liked: Staff & service
3rd time in 20 mins a charm?
When I arrived I was given a 1st floor room, and it was occupied when I got there, by a homeless guy, who broke in through the window. I was then given a second floor room the had a chirping smoke detector which drives be nuts. They didn't have batteries so my third room on the same night was just okay. Overall the front desk guy did what he could, but the facility was just unacceptable. I should have left it requested a refund.
Stayed 1 night in Oct 2023
Response from Sabrina on 31 Oct 2023
Thank you for the response. We are working with a new staff and they do require some extra training.

10/10 Excellent

Sara

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Oct 2023
Response from Sabrina on 31 Oct 2023
Sara, Thank you for the response. We hope that we see you again in the future.

10/10 Excellent

Verified traveller

Business traveller
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Oct 2023
Response from Sabrina on 31 Oct 2023
Thank you for the response and we hope that you will stop in again soon.

10/10 Excellent

Christopher

Business traveller, Travelled with group
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 2 nights in Oct 2023
Response from Sabrina on 31 Oct 2023
Christopher, Thank you for the response and we look forward to seeing you soon.

2/10 Terrible

Ryan

Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stay away from this place.
This stay was absolutely terrible. The night started off bad because my door would not work because it was stuck so the employees moved me to a different room where the sheets were dirty, there was a suspicious stain on the floor and the refrigerator had so many scratch marks. Not to mention the place reaked of weed. Also, I was only issued a partial refund which is totally unacceptable. I should not have to pay for a stay as bad as this. I actually moved to a different hotel and had such a better experience there
Stayed 2 nights in Oct 2023
Response from Sabrina on 31 Oct 2023
Ryan, Thank you for response.

4/10 Poor

Gregg

Liked: Staff & service
Disliked: Cleanliness, property conditions & facilities, room comfort
Reserved a king but when first tried to check it, they said the rooms were not clean so we couldn’t check in. We came back to check in again and was told they had to put us in a double. The room smelt like a dog. Toilet kept refilling. Carpet needs cleaning or replaced. Bathroom dates too.
Stayed 1 night in Oct 2023
Response from Sabrina on 31 Oct 2023
Gregg, Thank you for the response.

4/10 Poor

Ashley

Disliked: Cleanliness, property conditions & facilities
The halls smelled like cat pee. And the ac made horrible noise. The water pressure was horrible
Stayed 1 night in Oct 2023
Response from Sabrina on 31 Oct 2023
Thank you for the response.

6/10 Okay

BILLY

Business traveller
Liked: Staff & service
Disliked: Property conditions & facilities
Stayed 1 night in Oct 2023
Response from Sabrina on 31 Oct 2023
Thank you for the response. We hope that you will give us another chance int he future.