My husband and I traveled with our 3 grandchildren. All the employees were friendly. The rooms were clean, nice and comfortable. Because of COVID, breakfast is served by hotel staff (Nancy and Alma). Although they are employed to do a job, serving was beyond their normal duties and these women were friendly, patient, and very helpful. We don't usually tip for ordinary hotel services (like breakfast), but did tip this time.
We chose this hotel because it has an outdoor pool which we preferred because of COVID. The pool was large, clean, and very nice. However, on our return visit, the pool was closed because "the chemicals weren't quite right". I know sometimes things happen that the hotel can't control. This was a HUGE disappointment. We chose the hotel because of the pool, left our vacation early so that we could get to the hotel and swim (our choice), and our grandchildren were so disappointed. We would have gone to a different hotel that has a pool, but Best Western's cancellation policy requires cancellation 24 hours prior to check in.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Response from Front Desk, General Manager at Best Western Shelbyville Lodge
Responded 21 Jul 2020
Dear Theresaa, Thank you for completing the survey regarding your recent stay at our property. On behalf of our entire team, I would like to apologize for not exceeding your expectations. Your satisfaction is important to us and we will be using the feedback you gave us to implement improvements to ensure we offer a better experience for guests in the future. I hope that you will consider staying with us again so that we can have another chance to provide you with a superior experience. If I can provide any assistance, please don't hesitate to contact me directly at 502 633-4400. Sincerely, Naresh Krishnani General Manager Best Western Shelbyville Lodge
This response is the subjective opinion of the management representative and not of TripAdvisor LLC