Best Western Plus Keene Hotel

Reviews

• ST

  Scott Toomey

  1 day ago
  1.0
  Best Western Plus Keene, NH – My Experience This particular Best Western Plus should not be allowed to carry the Best Western name. A more appropriate name would be "Worst Western Minus"—minus anything resembling a clean, modern, and welcoming hotel. I recently had the unfortunate experience of staying at the Best Western Plus in Keene, New Hampshire, for one week while working on my property in a nearby town. From the moment I walked in, I was greeted by a horrible odor—a combination of cigarette smoke, damp mold, pet odor and an overwhelming amount of air freshener attempting to mask the smell. I was traveling alone, but if my family had been with me, I would have turned around and left immediately. I later learned the hotel was built in 1972, which explained a great deal. While I understand the property has reportedly undergone renovations, they appear to have been limited primarily to the lobby and entrance. The rest of the hotel feels outdated, poorly maintained, and in need of a complete renovation. When I entered my room, the air felt damp and musty. The carpet was loose and coming up in several places, creating a tripping hazard. The sliding glass door was extremely difficult to open, there was mold on the shower curtain, and it hung so low into the bathtub that I repeatedly stepped on it while showering and nearly slipped several times. The bathroom sink countertop already had a visible crack when I checked in. One morning, after walking barefoot from the bathroom with slightly wet feet, I returned and noticed the bottoms of my feet were dirty from the carpet. I wiped several areas of the carpet with a damp cloth, and the cloth came away covered in dirt. The bathroom ventilation was also inadequate, allowing excessive steam to build up after every shower, and the ice machine was out of service during my stay. Customer service was equally disappointing. On multiple occasions, I went to the front desk to report concerns but had to wait for someone to arrive because no clerk was present. It was a tremendous relief to finally check out and return to a clean, comfortable home. Several days after checking out, I reviewed my credit card statement and discovered an unauthorized charge of $1,500.00. When I contacted the hotel, I was told the charge was for a damaged bathroom sink countertop that had allegedly collapsed. I explained that I had observed a crack in the countertop upon check-in, but when I left the room at checkout, the countertop was still intact. The hotel nevertheless claimed that because the damage was discovered after my stay, they assumed I was responsible. I strongly dispute this allegation. I am currently challenging the charge through my credit card company and have also filed a complaint with Best Western Corporate regarding what I believe to be an unjustified and unsupported claim. Considering the age of the building and the excessive moisture caused by the poor bathroom ventilation, I cannot help but wonder whether this has happened before. To make matters worse, I was charged more than $300 per night on Friday and Saturday because of an art and music festival in town. The standard nightly rate during my stay was approximately $138, so this significant increase came as an unpleasant surprise. I asked the front desk to have the manager contact me regarding a possible adjustment, explaining that I was in town for work and had budgeted based on the regular room rate. The manager never contacted me, and no adjustment was offered. Overall, this was one of the worst hotel experiences I have ever had. Between the poor cleanliness, lack of maintenance, inadequate customer service, unexpected pricing, and the disputed $1,500 charge after my stay, I cannot recommend this property. Save yourself and your family the frustration—stay somewhere else.
• ST

  Samantha Thurston

  Jun 25, 2026
  5.0
  Great customer service and nicely kept hotel!
• BM

  Brad Meyers

  Jun 23, 2026
  1.0
  Worst experience at a hotel. Not only waited in lobby for 20 minutes for an employee to check us in our cleaning service were rude. They also had our door not work on day two and was not easy to work with. Never will return.
• CJ

  C Johnston

  Jun 15, 2026
  3.0
  Room was nice overall. The bed was soft as well. Breakfast had a lot of options.
• AH

  Andrea Hobert

  Jun 9, 2026
  1.0
  I stayed at the Keene Best Western for three days (June 7–10, 2026). I have stayed here before and have always had a positive experience. While this Best Western is older and showing its age in some areas, it has always been a comfortable and reliable place to stay when I come back to visit my hometown. Unfortunately, this visit completely changed my opinion. The biggest issue was the attitude of the young woman working at the front desk. Every interaction with her felt unpleasant and unwelcoming. She consistently appeared annoyed whenever guests approached the desk, whether checking in, asking a question, or purchasing something as simple as a bottle of water. Instead of making guests feel welcome, her demeanor came across as impatient and dismissive. During my interactions with her, I got the impression that helping customers was an inconvenience rather than a normal part of her job. Her facial expressions, tone of voice, and overall attitude gave off a judgmental “I’m better than you” vibe that made me feel uncomfortable and unwelcome as a paying guest. Customer service can make or break a hotel experience, and unfortunately, her attitude overshadowed the positive aspects of the property. After several stays with generally good experiences, this encounter was disappointing enough that I will not stay here again and cannot recommend this Best Western to others.