Best Western Grand Victorian Inn

Reseñas

• RN

  Rene Peterson (Nene)

  4 days ago
  5.0
  It was a wonderful experience I went to a concert in Darien lake and they held my room I arrived at the hotel at 2 am the lady at the desk was so kind and accommodating and the room was lovely it's very easy to get to the breakfast was good and the staff there was nice as well
• HH

  Haley

  6 days ago
  1.0
  Initially, we had a great experience setting everything up with the coordinator, Tracy. She provided us with all the information we needed and created a link for our guests to book directly through for the block rate. Easy, straightforward, we posted the link to our wedding website and both tested it several times with success. However, I later tried to use it on my laptop and the link would take you to that location for those dates but did not reflect the rate or our names. We immediately informed Tracy, to which she told us it IS working. This was frustrating because I’m actively watching it not work but assumed it must be an issue with my laptop and moved on. Come mid-July, the majority of the bridal party is together and discussing hotel arrangements when several people inform me they either hadn’t booked yet or had to book externally due to issues with the link, and then showed me. We reached out to Tracy about these issues, as we did not not know to proceed and the response was that the links WERE in fact working and that absolutely nothing else could be done for us. I sincerely wish I had taken a recording of the site issues but I did not expect to be called a liar in regards to getting my wedding guests rooms. We simply apologized for inconveniencing Tracy with our guests concerns and promptly removed the faulty link from our website completely. Any guests that called the hotel directly had a pleasant experience, and were given the appropriate rate and placed generally together. 8/21 - We arrived in the evening with our wedding party, and the lady at the desk was very nice, everyone got their keys and headed our separate ways. As soon as we step off the elevator on the 4th floor, my husband goes “Why does it smell like that?” and we laugh because it probably isn’t a big deal. We make it to our room, step in and I’m horrified. It REEKS, there dozens of hairs all over the shower, there is some sort of dirt or droppings on the heater, the balcony window is completely filthy, actual cobwebs hanging from the ceiling and there’s blatant yellow stains on the sheets. I step out on the “balcony” to take a breath of fresh air and glance at my neighbors balcony - they have a grill hooked up to a propane tank. That’s what the smell of our room is - PROPANE! As this is happening, I’m receiving texts that our best man & maid of honor staying together had their room changed because it smelled so strongly of cigarette smoke. After deliberation we decide to ask to have our room changed as well. Due to availability, we had to go with the most basic room option (no suites or balconies clean) away from our friends but as least we could breathe in it, although it was very hot and humid when we entered. The toilet only worked occasionally and we had to take off the back and fill it several times. I was disappointed and felt bad for our guests but we all went to the Night Train Lounge and had an excellent time! Dave the bartender was extremely accommodating, personable and he truly made our night. Absolutely no complaints for the hotel bar, so we stayed for a few hours, and went to bed without incident other than some other grumblings of slow toilets, door keys that only kind of worked and general uncleanliness. It was good enough. 8/22 - We hit the breakfast before we head out, which was pretty standard. We are gone all day long getting married and come back late, completely beat with all our stuff and head up to our room. Keys don’t work anymore and we have to go down to the front desk and have them reactivated. At this point I’m about over it with this hotel but we grab 1 drink at the bar, take a shower and go to bed. 8/23 - I get up early in the morning and pack up my bags, get to cleaning up the room and everything and one of our bridesmaids sends in our group chat - a picture of a roach in her bathroom. I am gagging, and we all decide to skip breakfast and head out early so we can go bleach ourselves. She then - I absolutely kid you not - finds someone else’s DIRTY THONG BEHIND HER NIGHTSTAND.
• SS

  Sal Spiezio

  Aug 26, 2026
  1.0
  They want to charge you for early check-in even though room is ready never heard of this in all my travels.
• CH

  Camp Al Haderech

  Aug 18, 2026
  5.0
  Just stayed with my group for two nights and we were so happy with the service and the rooms. Tracy, our contact at the hotel, was fantastic to work with. We were put in a block together which was super helpful (many hotels don't do that for us) and the front desk brought the keys out to our bus upon arrival. Arrived too late to benefit from pool or fitness area, but checked them out in the morning and they look great. Could not have been happier. We hope to come back many more times in the future.
• JE

  juan esteban

  Aug 12, 2026
  1.0
  I made my reservation through Priceline, which is how I usually book my hotels. When we arrived, everything looked great. The lobby was beautiful, and the room looked nice as well. However, as soon as we entered the room, we realized there was no air conditioning. The heat was unbearable. I checked the AC and it was turned on, but it simply wasn’t cooling the room. I went to the front desk to report the issue, and the receptionist looked annoyed and told me to wait about 20 minutes for the room to cool down. Twenty minutes later, nothing had changed. The room was still extremely hot. We went back to the front desk, where another employee initially seemed skeptical that the AC was actually not working. Eventually, this person came up to the room, tried to reset the AC manually, but the problem still wasn’t fixed. We asked what we could do, and we were told that maintenance had been called, but they didn’t know when the maintenance person would arrive because they weren’t on duty at that time. By then, it was already 11:30 PM. We asked if we could get a refund, but we were told that it wasn’t possible because we had booked through Priceline and not directly with the hotel. We then asked if they could move us to another room where the AC was working. We were told that the hotel was completely sold out. Which was a completely lie. The parking lot was almost empty, and when I checked online to make another reservation, there were still rooms available. The hotel itself looks very nice, and honestly, the problem is not necessarily the property. The problem is the way the hotel is managed and the lack of concern for the guests. This was a very simple issue that could have been resolved, but nobody seemed willing to actually help. Eventually, we had no choice but to leave because the heat in the room was unbearable. Now, almost a month later, I am still trying to get my refund. I have called Priceline four times. Every time Priceline contacts the hotel, they are told that the manager is unavailable and that they should call back on a certain day to arrange a conversation with the manager. That conversation never happens. I appreciate that Priceline has been trying to help, but the hotel manager has refused to take responsibility for the situation. At this point, I am simply tired of wasting my time calling over and over again. My recommendation is to avoid staying at this hotel. The property may look great, but the customer service and management are extremely disappointing. They did not seem to care about our comfort or our experience as guests, and that is ultimately what matters most.