Best Western Plus Hanes Mall

Stayed here for 2 nights because a family member was in the hospital across the street and had already booked in advance. Pretty gross, smelled like weed, dirty, carpets coming up everywhere, shower leaking into the wall, no shampoo, just bad in general. We also had other family staying there and they said the same thing.

Dirty halls. Dirty room. Dirty elevator. Sink didn't drain. Shower leaked. Shower curtain broken. No internet for days. Whoever operates this facility is not paying attention. Avoid.
Nice lady from Hawaii at the desk.

I was pleased with my stay because the room was clean and well appointed. All the aspects of the room functioned well. The bed was comfortable and the bathroom showed that renovations had been done well with no sloppy paint or tile work.
I failed to discover the room darkening shade behind the sheers and as a result the light over the property on the south side kept my room lit all night. UGH.
Staff was courteous and helpful. Breakfast buffet was sufficient--not much different from most.

We had to have them move us to another room. A lot of drug traffic and domestic violence.
Plumbing issues and then got moved upstairs to a cleaner room still had plumbing issues just an overall very bad experience. Was also very disappointed because they false advertised on Experian and we traveled from NY. Just a huge disappointment.

The carpeting in our bedroom was wet and gave off a smell like they had used a carpet cleaning machine but didn’t really remove all of the water so it mildewed. The carpeting in the hallways were also wet because when you stepped off the carpeting onto the tile by the elevator you could see your footprint. We saw a carpet cleaning machine like the ones you rent from the store and it pulled up the carpet in a way that made it bumpy. Apparently there was a leak in the cafe area but we didn’t eat breakfast there. The rooms were updated but the bathroom and shower were not. The rate was high given it was family weekend. I will not return to this location.

My stay at this property was a complete and documented failure on every level, spanning from severe health risks to staff misconduct, all topped by a General Manager who actively lied to our faces. I have photos and video evidence supporting every claim, which I am uploading with this review.
1. Active Management Deception and Gaslighting
Upon checkout, General Manager "Pam" refused any reimbursement for the horrific stay, then attempted to cover up the issues with lies:
* Staff Misconduct Cover-Up: Pam denied that the female employee who woke us at 1 AM even worked at the front desk or existed.
* Lying About Noise: Pam claimed room 531 next door was empty and therefore quiet, despite the fact that I have video evidence of the extremely loud, disruptive noise coming from that very room late at night.
* Blame-Shifting: She argued that we "should have reported the issues earlier," disregarding the fact that the staff's actions and the sewage smell occurred during the stay.
2. Severe Health and Safety Failures
* Property-Wide Hazard: The entire main lobby/entrance area smelled strongly of sewage, a critical and unaddressed maintenance failure.
* Unacceptable Hygiene: The room was unsanitary. We found dry gum stuck to the headboard trim, hair on the bedding, and the bathtub drain was lined with visible black mold and heavy grime.
* Filth and Pests: Video evidence shows thick dust and dirt accumulation on furniture, and we observed a gnat in the room. Trash was also left sitting in the hallway.
* Policy Violation: Despite being advertised as non-smoking, hotel management and staff were repeatedly observed smoking directly outside the main entrance.
3. Hostile Service and Misconduct
* False Accusation and Threat: The most shocking event was a staff member waking us at 1:00 AM, falsely accusing us of screaming, and then threatening us with eviction if there were any further complaints.
* Unresolved Noise: The staff failed to control the actual noise disturbances (children screaming, loud neighbors) that lasted late into the night.
Conclusion: This is not a service issue; it is a serious failure of safety, hygiene, and management integrity. The General Manager's decision to deny, lie, and gaslight guests proves that this hotel has no intention of upholding its standards. The token compensation offered (10,000 points) is an insult to the documented health risks and distress caused. Travelers should avoid this hotel completely.

Great stay

Don’t stay here

The first room we got a terrible smell to cigarette, even thought the property is a free smoking one. The second room we were transferred into had problems with the AC Unit not cooling enough.... The thirds one was a charm.. Nice room , wonderful bathroom , Delightful bed set.... We slept like babies.

Pool was closed for the duration of stay. They should have fix it promptly.

When we arrived, there was a notice on the front desk indicating the pool was closed for the weekend. When I asked why, the response was the pool needed cleaned! I understand mechanical issues, but needing cleaned for the entire weekend was disappointing. No
Sincere apology given by front desk. Having access to a pool was one reason this place was booked. Breakfast was average, but the grounds were clean. Thought advanced notice on pool issue would have been nice- if possible. No discounted offered. Overall- somewhat disappointed.

Bathroom vanity was missing paint in several places and shelves were warped from water accumulation. Bathtub floor was stained. Could use refreshing. Also, the hallway carpet looked like it had taken on water at some point.

Very clean but uncomfortable bed. Breakfast was skimpy. No orange juice. Had to request for apple juice to be refilled. Coffee dispenser seemed very low; tasted more like hot water. Items available were scrambled eggs, sausage links and potatoes did not look appetizing, reheated biscuits and gravy, cold cereal and milk. Receptionist did not smile nor was friendly. Pool was closed due to lack of cleaning. We will not return.

It is always a pleasure to stay whenever I book a room. I actually went to go DMZ it outside for the first time underneath gazebo outside which was relaxing and l find my stay to always be comfortable. One thing l only had trouble with was turning on shower head when l couldn’t find the switch for it but after 30-45 minutes later l figured it out.

Very quiet, staff wonderful. Room was somewhat clean but showing age.

I stayed at BW Plus Hanes Mall Hotel and it was indeed a pleasure. The Manager Pam was very helpful, thoughtful and caring. I stayed each week for two or three days at a time for three months and she never disappointed me once. I went there originally because the other hotel next to them told me they were full even though I had a reservation. In looking back I thank God that they disappointed me because I wouldn’t have found this family oriented place to stay. I was on a work assignment and after work I needed some solace and a place to rest and recuperate. Mark and Rick were also great. They actually called me by name and showed me love and respect. If I had a concern or a request it was promptly dealt with. I have completed my assignment and I miss going there already because just like “Cheers” it always nice to go where everyone knows your name and are always glad you came. I would recommend this hotel to anyone journeying near or far because of how caring and genuine the staff are. See you on my next assignment if I pass that way again..Five stars for genuine service.

Great overnight stay. Need staff at desk.

Bathtub was dirty and leaking upon entering the room and we saw 2 cockroaches in the room alive

We chose this hotel because it has a pool and we had some time when off work to relax at the pool, well the one day we had the pool was closed due to adding chemicals (totally understand the pool needs to be cleaned), but they never took the sign off when it was open. We finally when down and asked a second time and the desk clerk said it's open, just didnt take the sign off.....
Bathrooms could have been cleaner, ran out of TP, put sign out to make up the room and at the very least bring tp, they didnt. The rooms are very dated and bed was very firm.

Our stay here was very nice! Clean and comfortable. Close to a lot of things. Just wish the pool would have been open (closed for cleaning…front desk said it was a weird color). And it smelled like there was a Chinese restaurant on the 5th floor (not complaining…just very strong smell).