The hotel and room were very nice and all started well. However, our room had a door to the adjoining room. Just as our children were starting to try to sleep, our adjoining neighbors returned...you could hear EVERY WORD they said. We heard nothing from the other side and nothing even standing out in the hall, but the adjoining doors must not have been installed correctly or been utterly un-insulated.
The front desk was sympathetic, but the hotel was booked up so we could not move to another room. She offered to call the neighbors and ask them to be quiet, but they weren't doing anything wrong and it wouldn't have helped...we could hear their TV at a normal level and simple normal conversation loud enough that our children couldn't sleep.
We asked about moving to another hotel, assuming the Best Western would secure a similar room nearby for the same price or maybe even cover the cost of any difference. Instead, we were told that we could leave, but the clerk said the manager told her we would NOT get a refund on the evening. We asked to talk to the manager or at least for the desk clerk to call her manager again, but she refused, saying the manager was on vacation. Meanwhile, the noise continued with no hope of our children getting to sleep and the neighbors still doing nothing more than normal conversation, TV and starting to get their child to sleep.
When pressed, the clerk absolutely refused to call her manager again, citing some wavering excuses involving vacation, etc. She offered no solutions, no remedy and no recourse. Best Western Customer Care offices were closed and Reservations sympathetically took our information and forwarded it to Customer Care, but was unable to provide any remedy.
With the completely unsatisfactory noise condition and looking forward to being awakened at whatever time of the night and morning by, seemingly, any action by our adjoins room neighbors, we decided to depart for what turned out to be a delightful and quiet room a few miles away at the Holiday Inn. We are pursuing a full refund, which will just barely begin to make up for the inconvenience and frustration and the Best Western's poor response to an unsatisfactory situation.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Thank you for your comments and concerns. We were sold out that night and did not have a room to move you to. I apologize that you state you could hear the room next to you talking and their TV. from inside the room but not outside in the hall. The reason we didnt offer a refund that night was you had already been in the room for several hours then decided to ask for a refund. Out of good faith we did give you an full refund the next day.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.