Best Western has sunk to new lows in regards to increasing profits. As of a customer of this hotel from 6/3 - 6/5/13, I had an experience that will not be forgotten. I was having a very nice stay until I bought an issue to the attention of the hotel staff. On 6/4/13, I filed a complaint with the front desk clerk (Elena) to inform that I had smelled smoke during the previous night. The clerk informed that due to the diagram of the ductwork, the smoke could be coming from other rooms. At 12:35AM (not PM), the Asst Mgr (Avani) calls my room to inform that there has been a complaint of smoke coming from MY room. I informed the manager that I am not a smoke and for her to come to my room b/c I had been smelling smoke from the previous night. What I did not know at the time was that since my room was near the exit door, a smoking can was located in that area. During the exchange, another member of the staff indicated that he smelled marijuana and made an attempt to indicate that I was responsible for that smell, which really infuriated me! I pointed this out the Asst Mgr hoping the matter would be cleared. Upon my checkout on 6/5/13, the front desk clerk (Elena) went into the back to speak with the manager. I also found out that Elena went to my room to inspect it without informing me or asking me to come along. At this time, I requested a receipt, in which Elena refused to provide, saying the manager would be in contact. When I asked to speak with the manager, I was denied. Elena's behavior became very unprofessional and I could not continue with the exchange because I had to catch my flight. Upon arriving back to my home, I went online to validate all my credit card charges and behold, the hotel added a smoking charge to my bill! In doing some online research, I have seen that this is becoming a common occurrence among Best Western hotels. I would make sure to avoid this property on my next visit to San Antonio and add it to my company's profile of establishments that do not respect their customers.
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Here at Best Western Plus San Antonio East we immediately act upon guest comments or reports of any issues whether this may be a complaint of smoke, noise or other. In these situations, we always aim to track down the source of the issue to prevent ongoing occurrence by checking nearby rooms and rooms on other floors. This same procedure had been followed when you raised your initial issue and again when another guest had reported the smell of smoke from your room. Elena was correct in letting you know that you would not get a receipt for your room as you had booked this through a third party. Staff at this hotel are friendly and courteous, as we want each guest to feel welcomed and fully enjoy their stay. I am sorry for not exceeding your expectations, I hope that this does not retract from your decision to stay in the future.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.