I typically try to stay with the brand hotels that I am a reward member and usually prefer Best Western because they tend to be consistently good. On this trip, my friend and I decided to stay at this hotel based upon it's location to where we would be visiting. We checked reviews and overall, most were fairly good. Our check-in experience was timely and the (new) front desk clerk was very friendly and fairly knowledgeable for only being on the job 2-3 days. We only asked 1 thing that she said she wasn't sure of but could look into for us. We arrived in our room to find the bed sheets to have pieces of dirt or what looked like tobacco on them. We carefully inspected it and brushed it off, knowing the hotel was full and we would not be able to get another room. Upon going to bed, we turned down the thermostat to 62 because it showed at over 80 and was very warm. Overnight, the room got unbearably hot and neither of us slept well. When my friend went to shower, we were missing washcloths. We tried to call the front desk but the phone in room did not work. When we left the hotel at approximately 9:30 am, we advised the female front desk person on duty about the washcloths and that our air conditioning did not work. She was apologetic and we were assured that she would send someone to room shortly to fix it. I also asked about adding my IHG rewards# to my reservation, which she said she would take care of. We went about our day and returned about 12 hrs later, only to find that our room was still 84 degrees and no one had been there to fix it. I went down to the desk (because again, the room phone wasn't working) to be greeted by the same friendly person that checked us in. I advised her of our problem and asked if someone was available to come and look at it. We already slept poorly one night and we really didn't want a repeat. She sent a maintenance man up right away to look at it, who was in and out in less than 10 min, stating he ”reset the compressor and it should start to cool down in about 20 min.” About 30 min later, it still was the same temperature so my friend called from her phone to report it still was not working. They said that maintenance was now gone for the evening and sent a (dusty) desk fan with someone who stated they would have to look at it tomorrow. Upon checking out, we asked the front desk person, Brittany for a manager or to speak to someone about the problems with our room and we were told that they were not available. Brittany assured us that she would not close out our reservation and that the manager would contact us later that day or Monday am. prior to charging the card, as we wanted to find out about being compensated for being extremely uncomfortable the entire time and we also wanted to pay with two credit cards. I contacted the hotel Sunday night and the person on duty stated that the manager was not available until Monday. As of Monday evening, no one had contacted us so I tried tp call 6-8x and
Outstanding
92 Reviews