Our room had bed bugs. We got in late and were so tired we went right to bed without really checking the room. Got up early the next morning and saw them in the sheets. The staff was kind enough and didn't give me any trouble when I asked for my money back and we moved to another hotel (the nearby Hampton Inn - which was great, totally worth the difference in price). The manager called me later on that day to apologize profusely and explained that there's nothing they can really do to prevent outside travelers from bringing them in, unfortunately. He thanked me for letting him know so he could take care of the problem. The staff was really nice and handled it properly, I think, but there were other areas of the hotel that had cleanliness issues, such as the lobby bathrooms. I've had great experiences at other Best Westerns, but this one just needs more work.