CULPEPER, VIRGINIA -- My bad experience started when my friends and I checked in at 2:20 am on May 19, 2010 and we only stayed there from the moment we checked in till 10:30 am. So we checked in, got our free passes for a buffet in the morning, and then I asked the receptionist how do we check out and he responded just leave the keys (cards) in the room. That's all fine until the next day I check my bank account and I'm getting charged for another night that I did not sleep for.
So I called the hotel and they're telling me that I was supposed to check out at the front desk (it's my first time renting a hotel room) and that their housekeeper supposedly knocked on our door at 1 pm and we answered and told them we didn't need any room service (which first of all we probably did need it if we would of stayed there coz I had a baby who had urinated on the bed and needed new sheets and second of all we would of needed more toilet paper).
So I spoke to the general manager and asked him to check the cameras and he said they didn't have any! And then I told him that we had to leave out of there by 11 am because we had to meet with the tow truck guy and said if we brought proof if he would do something about it and he still said no. The hotel was nice and everything. Don't get me wrong. But I felt like they were calling me a liar and that wasn't right. Shoot. I was crying at that fact only I could care less if they told me "Ma'am you were supposed to the front desk and check out" but no they had to call me a liar. But who am I but a 17 year old who doesn't know common sense...
When traveling why not ask the manager if the company requires a background check on employees. I have worked in the hotel industry for about 9 years now, and you would be surprised how many don't. I have worked at a Super 8, Best Western, Econo Lodge, Travel Lodge, and several non chain hotels. I remodel hotels for a living, but have also managed one, and was maintenance manager for two different hotels. A lot of the people I worked around I became friends with and talked to. Come to find out a lot of them were criminals, still on parole, some had been to jail over the weekend.
I tried to contact Best Western about their hiring policy. They claim they require it for corporate but not each hotel. I assume that is up to each owner... I know of one manager in a Best Western personally for 10 years, she has been in prison three times, all dealing with money. Now that would make me uncomfortable as an owner of any business, yet she is hired by chain hotels as the manager of their business. I asked her if she had ever had a background check done for a job and she said no. She said she just submits a resume and that's it.
If you look at the resume it is very impressive, but not listed on it is all the bad. I will not name her or the actual Best Western she works for. She was fired from Subway for embezzling. All she had to do was pay it back. She was fired and no charges would be filed. She was fired from Holmes Group Inc. for embezzlement, again payback and no charges. While working for an Econo Lodge as General Manager held pool parties at the rate of $100.00 for two hours. The money was never on the books. She has a stack of employee cards for stays at $25.00 per night she still used as of four months ago and hasn't worked there in over a year.
All one has to do is check her name and the discount name used. She doesn't try to hide it. From there to a Super 8 in Illinois, the same as it was a new building, pool parties, but, this time 11 days of deposits were missing, and then they found that the hard drive on the computer had been destroyed, all data was sent to investigators, but was unrecoverable, no back ups were found. I don't know what happened there or the out come but I do know that 11 days of deposits were never recovered.
Then a brand new Best Western went up in the next town. She put in her famous resume and was offered the job. She has been there since the ground breaking. She doesn't keep me informed of the things she does anymore like she used too, as it was a game to her as she said. She is very smart and can fool the best of them. She is currently being offered a job by Best Western in Florida. I feel sorry for them. This is one manager that has profited highly on hotel owners.
One house keeper was going door to door trying to sell items stolen out of another room at one hotel I was remodeling. They were caught and arrested, come to find out that employee had been in jail 6 times for stealing burglary and assault. Bottom line is how safe is the hotel your staying in? Who are the people handling your credit cards, going in your room while your out, are they cleaning it or cleaning you out?
Best Western of all hotel chains should require all hotels to at least do back ground checks on at least the managers. There are three General Managers I know for a fact that have been in prison in the past 2 years running Best Westerns. If you're in the Daytona Florida area and know of a Best Western that is hiring for a G.M. you might advise them.
WACO, TEXAS -- In my forty plus years of travel and staying at numerous hotels/motels, I have experienced various levels of service…some excellent and some not so excellent. Yesterday, however, was the absolute worst imaginable. My wife had surgery this morning at Providence Hospital in Waco, Texas. Prior to this day, I made an online reservation at the Best Western Waco Mall on Highway 84. We had planned to spend the night before having to be at the hospital at 6:00 AM this morning.
We arrived at the Best Western yesterday afternoon and got our room. When we looked at the room, my wife discovered bugs on the towels in the bathroom. Further, the air conditioner was not operational. I went to the front desk and requested another room. The woman at the desk (older woman with nose piercing and a very heavy accent) pointed to some switches on the wall next to her and said something I could not understand. She did mention something about the air conditioning being OK and that it would turn on. I told her it did not work and to please change our room. She did so reluctantly.
We put our bags in the new room and left the hotel for a while. Since my wife was rather nervous about her upcoming surgery, I decided to take her to a movie, followed by a leisurely dinner. After dinner, we strolled the Richland Mall. We returned to the room a few hours later and my wife pulled down the bedspread on one of the two beds. She noticed it was stained and appeared dirty. I also noticed the toilet in the bathroom did not flush very easily. At that point, my wife was very uncomfortable and we both decided to get another hotel.
I went to the front desk and told the woman what the problems were with the room and that we were leaving the hotel. She again pointed to the switches on the wall (I have no idea what they were) and said there was nothing wrong with the room. I told her we were still leaving. She followed me back to the room where my wife and I gathered our bags and started to leave.
The woman began yelling at us, pointing out the bedspread that had been pulled down and stated that she knew why we were only there for three hours. She referred to my 60 year-old wife as a woman of ill-repute (had to change word for this website). At that point, I used a couple of expletives myself and my wife told me we should just leave the room.
We walked out of the room, followed by that nasty woman who kept yelling at us. When we reached the stairs, my wife started down first. The woman had something in her hand and attempted to strike my wife. She did not touch her, but did try. I then decided this woman was definitely crazy and we went immediately to the car. I opened the back of the car and put our bags in. The woman followed us and pounded on the side of the car yelling that she was calling the police. I told her to go ahead and call the police and we drove away.
We drove to the Travelodge on the other side of Highway 84 and experienced wonderful service with a great room for about the same price as Best Western. When we got to our room at the Travelodge, I phoned the Waco Police Department and registered a complaint of assault against that horrible woman at Best Western.
I then contacted your 800 number and talked to ** who documented our complaint. I will say ** was kind and very helpful. All of my attempt at making my wife as comfortable and less nervous as possible prior to surgery was for naught. That horrible woman ruined everything I tried to do.
TORONTO -- We had many problems at this hotel! We were scheduled to spend two nights on the return portion of our trip and cancelled our reservation because we were so dissatisfied with this first night. We should have demanded our money back and moved on to another hotel, however, we know nothing of Toronto and that would have been a huge inconvenience.
My concerns: Another guest was given a key to our room -- Imagine our surprise to have someone walk right in! Front desk staff were not even slightly concerned about this. My child suffers from anxiety, and did not sleep at all that night (so then, none of us did) because she was terrified that someone else would come into our room during the night. This was totally unacceptable!
I had called ahead regarding use of debit card as a method of payment. Nothing was mentioned until we arrived about the additional $60 deposit. This was an annoyance but we paid without complaint. This may seem insignificant or something that a seasoned traveller would know, but I think it should be made clear as not everyone will know this.
Then I tried to make a collect phone call and couldn't dial out. When I inquired at the desk they told me that I couldn't make any calls if I was paying by debit. This was not mentioned at the point of reservation or check in and definitely should have been. I wound up having the debit refunded and switching to Visa. Again, if this is standard policy, then guests should be made aware of the limitations that their method of payment presents -- what is the point of the $60 deposit when the money was in the bank before I set foot in my room?
Shuttle service was very poor. When I made the reservation I was told that a shuttle from the airport to the hotel ran every 10 minutes. We waited 55 for the van to arrive. Then the driver chose to cater to other passengers and we actually had to drive right past our hotel so that they could be dropped off first! She also said to allow an extra hour and a half in the morning for service because things are busy.
Choosing this hotel was based on close and quick transportation to and from the airport as we were travelling with a child. When you make a reservation based on "shuttle service every 10 minutes" then you should be justified in expecting that. Our driver the second day made the ride a knuckle biter -- he sped, swerved, and all of the passengers were jostled in the back -- it was a relief to get out and to get there in one piece.
I was told at reservation that the rooms had high speed internet access -- at check in I asked about hooking up my laptop and was told that there was no internet service in the rooms. There was a machine in the lobby but it didn't work (staff should have put a sign on it -- instead they watched people try to make it work by putting their money in).
Frustrated, I went down to the desk again later and asked about dial up service - a different clerk told me to use the lamp jack in the room. This jack didn't work -- I discovered in the morning that you would have to move the lamp over by the phone for a cord to be plugged in -- I assumed that if I was told to plug into the lamp that it should be hooked up and ready to go.
I did end up plugging into the phone and getting on line eventually that way. For my quick stints online I incurred large phone call charges on my room bill. I could have used several hours on the machine downstairs (had it been working) for the same amount that I was charged to use dial up in the room.
The overall smell of the hotel was really quite awful. All three of us were stuffed up and spent much of the night sneezing and coughing. At least the rooms didn't smell quite as bad as the lobby and hallways! I had to make four trips to the front desk to get my key re-activated.
I spent a lot of time down at the front desk -- based on the treatment of my concerns as well as what I saw happening with other guests, I came away with a clear impression that providing sub-standard service was just the way things went. Staff really didn't seem at all concerned by anyone else's concerns and complaints. They even made comments about other guests in front of those waiting at the desk.
Based on this experience I would never consider staying in this particular hotel again. Although all BW hotels are independently owned and operated, it is true that one bad apple spoils the barrel. It reflects badly enough that I also wouldn't consider staying with Best Western again unless it was a last resort. We were travelling to the U.S. for our daughter to receive specialized medical care. This was the first night of our journey, and thank God the rest of it wasn't as bad as the beginning.
My husband spent two nights at this hotel. Once for a one day lay over and the other for 6 hours prior to boarding a plane to return home. On the 6 hour stay to catch some sleep he was eaten alive by bugs and returned home with 80% of his body covered with bites. He has been to the doc who confirmed bed bugs.
I contacted the hotel to advice and when I received a call back was patronized, and treated as though this complaint was frivolous. I was advised that they had a very strict policy, that they checked the room and that if I was really persistent they would return his room for the night but that was because they were being nice, not because he was eaten alive which still hasn't happened, by the way.
I was advised that perhaps it was the hotel he stayed at the other ten nights. I attempted to explain that in those 10 days he was not bitten once and arrived at this hotel without any bites. I was advised that bites can come out 14 days after a person has been bitten and I must be mistaken!!!
I was asked several times whether or not I was happy to be called back and if calling me back to advise the room was checked was satisfying enough... There was no concern, no compassion and definitely did not care that this complaint had come in. We travel numerous times a year and the majority of those are to third world countries, where we have never come across bedbugs or attitudes such as the one I dealt with. Don't go!!! Best Western won't deal with your complaints!!!
WENATCHEE, WASHINGTON -- Our softball team has been staying at the Best Western Chieftan for the last 16 years. EVER YEAR for 16 years. Ten - 12 rooms for 2 nights. This year we arrive and are told that we are not allowed to have any type of can beverage, plastic bottle beverage of any kind out by the pool. We are playing softball and relax by the pool between games.....now we can't drink Gatorade, or have a cold beer in a can. We are all for NO GLASS by the pool. But to tell us we can't even have Gatorade or plastic water bottles is INSANE!
We will never stay at that hotel again, and will never recommend the Best Western Chieftan Inn in Wenatchee, WA.
On top of that the two employees didn't care that we were taking ten rooms of business away and stated it had always been the policy.....I have been going there for 16 years and it has NEVER been the policy.
BEND, OREGON -- My wife and I stayed at the Best Western in Bend Oregon. They refused to change the sheets even after we left a note. We contacted the front desk additionally and requested that they change the sheets on the bed. The would not change the sheets. They would not relocate us to a comparable room. They wouldn't even give me clean sheets that I offered to put on myself! We checked out at 6:54 PM and they did not credit us for the room and the manager still has yet to contact me regarding the situation even though I was told she would do so. We did find a FANTASTIC room at the AMERITEL Inn and highly recommend it! Fantastic room and wonderful staff!
MADRAS, OREGON -- My wife and I decided to go away for a week so a friend suggested you should try the casino at warm springs so we did we made our bookings at the best western madras inn first night was OK, but from then on things got worst our sheets were dirty the bathroom smelled of pee there was no toilet paper put in after a roll was finished we told the front desk clerk but she did not seem interested so I ask to talk to the owners but they were out of town, all she could do was give us another room but to our disgust it was the same except this time the sheets and top blanket had dirty dog hairs on them so that was it we just left never to return, if you decide to book in the motel make sure all is to your liking and every thing is cleaned
CANAL WINCHESTER, OHIO -- I stayed in a Best Western in Ohio, Canal Winchester to be specific, I informed them that I would be staying on a weekly basis. On my second day, my credit card was charged for an entire month. I complained and the money was put back in, then the next day they did the same. This tied up my credit card account for two days, and my wife had to miss two days of work to try to straighten it out. We only talked to the manager when I went to the hotel office to complain. I checked out and a week later was charged for an entire week that I was not there. Still trying to recoup that money to my account. The manager was not helpful at all. The girl at the desk was a dream though. Her name was *****. She was the best thing at that hotel.
The kind of money I am talking about is 1550. and 1397. Plus the 253. for the last week. So you can see where it would put a kink in your finances staying there.
INDEPENDENCE, MISSOURI -- Had reservations for a 2 bedded smoking room on 11/10/07. Booked the reservation in April. I booked rooms for 8 weekends in the fall for myself and booked also for a friend. At check-in, was given a room with 1 bed and a sofa bed. Management claimed they had informed Best Western International (toll-free reservations center) on 9/16/07 that they were oversold on 2 bedded smoking rooms and had to change my room type. Best Western Int'l has NO record of any such call. My friend also had his rooms switched to 1 bed w/sofa bed and was also never informed. I then received a call on 11/11/07 from the hotel stating that my remaining reservations have been cancelled, due to the "incident" on 11/10. My friend received a call on 11/12/07 from the hotel informing him they were going to cancel his remaining reservations because that he has cancelled some of his previously. We book these rooms early to get a favorable rate, and then cancel the ones we don't need once we have firmed up our schedule.
We have the right to cancel the rooms until 4pm date-of-arrival. The hotel stated that it's too hard for them to get an accurate count if we cancel our rooms. I have been in the hotel industry for almost 20 years, and cancellations are a part of the business. You have the right to cancel a reservation by the time specified unless otherwise informed. It is outrageous that they would take it upon themselves to cancel reservations because they don't like the fact that prior reservations have been cancelled.
Beware! If you're a frequent traveler to the Kansas City MO/KS area, it's probably best to find a hotel where you can be more assured of having a room held for you, and that it is the correct room type.