I have never been so outraged as I am about my stay at this Best Western. First let me start off by saying that I work for Best Western, so naturally when I travel I stay at their hotels. I chose this particular hotel because it was close to my destination and had great reviews. When we checked-in everything was normal, we paid cash and they still wanted to authorize for incidentals a hold on a cc for 80.0 Like I said I work at BW, never in my history of hotels have I seen an incidental report bill for a LIMITED service hotel of 80.0!?!? They do not even offer room service.. Anyway we got that taken care of with help from a wonderful exceptional gentlemen working the counter. He was awesome. Here comes the clincher, we stayed probably a maximum of 16 hours in this hotel. The first night stay was fine nothing exceptional, the phone was broken in our room and when i alerted the FD staff - they apologized but didn't fix it. Breakfast the next morning left something to be desired. Again I understand that as a limited property they don't offer a whole lot so I wasn't expecting a whole lot. Anyway after breakfast that morning my husband and I went shopping with our family who stays in the area. After 5 long hours of shopping we decided to head back to the hotel for some rest, mind you we live 3 hours away so when we get a chance to spend with our nieces and nephews we get pretty excited. We decided to bring 2 of our nephews to the hotel with us to spend some time playing the video game before we left out for dinner that night. When we pulled in, we realized we needed something from the convenience store located just outside the property. We sent the boys to go and get it. I come out of our room no later than 10 minutes to the owner of this property asking me questions about how many guests I have staying and saying they will charge me 150.0 per extra guest. I am immediately blown away by his rashness and try to explain that they aren't staying at the hotel. Let me just state that this was 5:00 in the afternoon it wasn't even dark out for him to accuse us of trying to sneak people in. When I stopped him to ask if he was aware if I was a BW employee he rudely suggested that I should know better than having more guest in room, and that I was trying to "teach him something" when in fact all I was trying to tell him was that I understood better than anyone policy and I was just having guest. He proceeded to tell me that my boys told him they were staying here and they disturbing guest, well excuse me but I think his yelling at me and the kids was more disturbing than a couple of 11 year olds entering the building. Kids will be kids. There is no excuse for a grown man to act like that and insult a woman of all things. I was so shaken that I told him we would just check out since he was being so rude and he refused to give me a refund. So no thank you - I will never stay at this hotel again and I plan on submitting this complaint to BW, TRIPADVISOR and ANYONE ELSE WHO WILL LISTEN! It's sad that the OWNER of a property can ruin the stay of an otherwise decent hotel. I've always been taught that your guest are your inspectors, in this case you fail in customer service. And to the owner who gets on here and replies to all the guests rudely at that may I just ask you to save it! You should be ashamed of your actions and I do not need a snide remark blaming the situation on me. There is not another hotel I can dream of that would basically tell someone they couldn't have guest in a room they were paying for. And to question little boys, and take their answer at word is just beyond ridiculous!
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
February 14, 2013
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Thanks a lot for your very detailed and exagareted review from wrong side of binoculars.
While personally, I am very sorry for the entire unpleasant chain of events, however, I will respond with my side of the story in short:
Very important fact is that you are Best Western Employee from other property. Thanks for using us.
Now- the whole incident would have been avoided:
(1) If, You had respected our hotel policies.
(2) If, you had taken just little trouble getting out of your bed room and
(3) If, you had advised both your kids to behave, Stop running around the hallways, entrances and exits.
(4) If, you had cared about our other guests who also are equally important to my business.
(5) If, you had not tried to influence me with your Best Western employee Status at other BW property to imply that you are beyond our policy as BW employee.
I really thank you again to post your experince on this site.
Because, this gave me an opportunity to educate my own employees, other BW owners, other BW employees who read this review that “Please, respect and follow the policy of the Host Best Western where you stay and that do not abuse your special status as a BW employee.
And happy Valentines Day.
Hemant Pandya and all staff- who cares about each and every guest
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.