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The staff was welcoming and friendly. Our room was clean and spacious. We have stayed at this hotel many times over the years and every time it is a great stay. Anytime we are in Hornell we stay at the Best Western.

Excellent service checking in and out. Very nice room, beds were comfortable and I loved the pillows. Very nice breakfast spread. I would definitely stay again.

We were in town for a family function and rented 4 rooms. We are all in our 50's. The place looks nice and is presentable. Our room had 2 double beds and the furniture was packed in so you could barely pass through between the desk and the wall. The rooms are outdated and the carpet is filthy. The tub didn't drain. There is no gathering space in the hotel to sit with family (8 of us) and have a drink or something to eat and talk. The front desk person Saturday night harassed us about wearing a mask while we ate and drank in the sitting area of the lobby. We are all vaccinated, and we had our masks to use when we were not eating or drinking. We were told we could go outside and sit at the benches in front of the hotel to talk. After about 15 minutes the front desk person came out to tell us we couldn't sit outside any longer as there was someone in a room above the outside sitting area that wanted their windows open and didn't want to listen to us. We were not loud. I have been to many places and this hotel has the worst customer service I have ever experienced, unfortunately they are the only decent place in town to stay. I really wanted to like this place but the staff made it impossible. Not once did I see the front desk staff clean or wipe down anything as people came and went. They simply harassed people about masks. The dining area was closed, breakfast was packaged pastries, muffins and undrinkable coffee. I reported the tub not draining and the brown water coming out of the faucets. If we go again, we will stay in Hornell.