Best Western Hotels International, Inc. Complaint - Best Western Hotel - Waco Mall, Texas
WACO, TEXAS -- Copy of letter sent to Best Western:
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 6:00AM 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 move, 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 Brittany who documented our complaint. I will say Brittany 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.