I had a great time at this hotel and did not experience any of what the bad reviews are about. The staff was very friendly and helpful, the rooms were large and comfortable, the free breakfast was great, and the location downtown was excellent. The free shuttle to and from the airport saved us over 30 dollars alone in taxi cab fare (Phoenix Taxi fares are ridiculously expensive) and is also available anywhere downtown. I would highly recommend this hotel to anyone wanting to stay in downtown Phoenix.

I was wary of staying at the hotel after reading some of the past reviews, but the place has really turned itself around from previous visits. The staff was friendly, the room looked brand new, and the location was great.

I agree with what others have posted here: the location at night is somewhat seedy, and the folks in the next room were rather noisy. The room itself was okay, though I thought slightly overpriced. Dinner at their restaurant was okay - overall, not bad, not good. Their "free" breakfast offer leaves *a lot* to be desired: a modest plate of scrambled eggs, toast and potatoes ("meat" was $1 extra, no mention of "seconds"). The sign propped on each table reminding diners "tipping NOT included" was tacky.
The staff seemed clueless about Best Western frequent stay credit (which was why I chose them in the first place). When I pressed the issue, the clerk printed out a receipt (dot matrix!), dismissing me with "You can use this to follow up [if you need to]."

Not recommended.

Toilet ran all night long, bath towels were the roughest I've ever experienced, only 3 tissues left in the tissue box, carpet stains, alot of noise coming from other rooms after 11pm.