The worst part of my experience with this hotel was the customer service. To begin with, it is not a bad property per se. The location is not that far from many of the attractions we wished to see (Grant's Farm, Science Center, St Louis Zoo). I think it took us about 15-20 minutes to get to the Arch which is downtown. It is not at all picturesque (the hotel sits in the middle of a parking lot surrounded by Wal-Mart, Target, Lowe's, etc), but the parking was free and the rooms ok. Wallpaper was peeling in some parts of our room and the bathroom was very small with little counter space for toiletries, etc, but the beds were comfortable and the room basically clean (although I was a little concerned about the sheets on my bed which had, I hope, small ink stains on them and not the little brown fecal matter spots you get with bedbugs). I don't really ask for much. However, when I book a room at a certain price, I expect that price at check-out. I booked our room through AAA and was given a confirmation for a total of $389.52 for three nights for a non-smoking room with 2 queen beds. When I checked in, I signed a slip that stated we would be charged $121.49 for the first night and $107.99 for the following two nights + taxes. The day we were to check-out, a receipt was left under our door and we had been charged $121.49 for all three nights. When my husband went down to the desk to discuss this, he was told that $121.49 was the AAA rate. He persisted (the desk clerk seemed completely unconcerned that they might have made a mistake) and the clerk reluctantly said she would check on it. When I came down to turn in the room card keys (which didn't work very well I might add, we got stuck outside our room one day because they had BOTH become demagnetized?!), she had corrected the mistake, but tried to blame it all on AAA/Travelocity. Why was the rate correct when we checked-in then if AAA/Travelocity made the mistake? Besides, in all the years I have booked hotels through AAA, I have never had this happen. But the worst part was when I expressed my displeasure over the experience, the clerk started to basically yell at me and question why I was upset. She had the absolute worst customer service skills. It is never a good idea to raise your voice and challenge an already angry customer. You will not resolve the situation by doing that. This was my first time staying at a Best Western and I certainly will never stay at another one. Obviously they don't do much in the way of customer service training with their staff.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
July 19, 2012
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Thank you for your review of our hotel. I certainly apologize for the inconveniences you experienced. We rely on you, our guest, to...
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.