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“Reservation Mess up”

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Best Western Santa Fe
Ranked #9 of 72 Hotels in Amarillo
Dallas, Texas
Level 5 Contributor
77 reviews
20 hotel reviews
common_n_hotel_reviews_1bd8 35 helpful votes
“Reservation Mess up”
Reviewed May 13, 2014

The reservation (made in mid-April) was for a ground floor handicap room with twin queen beds for 3 persons. When we checked in they only had second floor accommodation (No Elevator) available that met the reservation request. The hotel clerk (Diane) blamed the Best Western Internet Reservation system and myself for the mess up. After several forceful discussions, the hotel provided a smelly smoking room and another nonsmoking room on the ground floor as a solution. The reservation was for two nights while we toured the sights of Amarillo. When I returned to Dallas, I discovered that the hotel had placed an unauthorized charge for the second room for Saturday night. I have refused to accept this charge with American Express. The memory of the 2 day touring visit of Amarillo has been ruined by the continuing dispute with this hotel.

Room Tip: Not recommended as a hotel to stay when in Amarillo. There are lots of other options
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  • Stayed May 2014, traveled with family
    • Value
    • Location
    • Sleep Quality
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    • Cleanliness
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Helpful?
1 Thank Dallas3100
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Kristina M, Manager at Best Western Santa Fe, responded to this review, May 19, 2014
Dear Dallas3100
I am truly sorry you did not have a good experience with us on your recent stay. We do have handicap rooms on the ground floor and those rooms only have a single bed. When you made your reservation online you booked two queen beds and requested a handicap room. We did see this note however by the time you booked we did not have any rooms left on the ground floor for that night that had two queen beds. We did try our best to accommodate you for the night by giving you the one room free. We had openings on the second night for two queen beds and had planned to move you however our weekend clerk never heard back from you before housekeeping left. So we were unable to get you moved. We do apologize that we had to charge you for the second night in the second room because we were unable to get you moved. We hope that you can accept this apology. If you would like to discuss this further please give me a call. I would be happy to speak with you!
Sincerely Kristina Morgan (Manager)
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531 reviews from our community

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Rating summary
  • Location
  • Sleep Quality
  • Rooms
  • Service
  • Value
  • Cleanliness
Traveler tips help you choose the right room.   Room tips (57)
Date | Rating
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English first
tennessee colony, United States
Level 1 Contributor
4 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed May 9, 2014

was pleased with overall experiance. Helpful and friendly staff. Easy access and parking. Bed could have been a little more comfortable and a blanket available without asking for it would have been a nice touch. Over all was pleased and would stay here again.

  • Stayed May 2014, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Best Western

Helpful?
Thank Arthur Norman H
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Kristina M, Manager at Best Western Santa Fe, responded to this review, May 12, 2014
Dear ArthurNormanH,
We are glad to hear that you enjoyed your recent stay with us. I am sorry there was not a blanket available in your room. I will make sure that this does not happen again in the future. We strive here at the Best Western Santa Fe Inn to treat every guest every time like family. We look forward to seeing you again soon. Until then have a great time!
Sincerely Kristina Morgan (Manager)
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redding, United States
Level 2 Contributor
5 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed May 5, 2014

we had booked at a different hotel, but upon arrival chose not to stay there. Having 2 dogs, we were so happy BW was able to secure a room for us. This property is undergoing a upgrade, and is looking good. Hard work and pride showing.

  • Stayed May 2014, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Best Western

Helpful?
Thank Robert H
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Kristina M, Manager at Best Western Santa Fe, responded to this review, May 6, 2014
Dear RobertH,
Hello! Thank you so much for taking the time to let us know how we are doing! We are undergoing a remodel and we are very proud of our work. Thanks for noticing! We do hope you come back to see out finished product. Until then, "Happy Travels!"
Sincerely Kristina Morgan (Manager)
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Stockton, California
Level 2 Contributor
9 reviews
7 hotel reviews
Reviewed May 1, 2014

This Best Western has great eastbound I-40 access & very comfortable rooms. The beds have nice fluffy pillows and shower had good water pressure. It has really comfortable beds and a very attentive staff.

  • Stayed April 2014, traveled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Best Western

Helpful?
Thank Esterine D
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Kristina M, Manager at Best Western Santa Fe, responded to this review, May 2, 2014
Dear L24220Brobertd,
Thank you for the kind review! I am so glad to hear you had a great experience with us. We do hope you come and see us again next time your in Amarillo!
Sincerely Kristina Morgan (Manager)
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Boulder, Colorado
Level 5 Contributor
83 reviews
13 hotel reviews
common_n_hotel_reviews_1bd8 33 helpful votes
Reviewed April 30, 2014

This hotel is right off the freeway and I arrived as as a walk-in guest around 9pm or so. The woman at the front desk was very friendly and got me checked in quickly. I was in a non-smoking room (which thankfully didn't smell like smoke or fake cover-up scents) which was in a hallway next to a smoking hallway. The smoke was pretty much contained to the smoking section. The room was clean, with two queen beds. The beds were a tad hard for my taste, but otherwise nice. The curtains had some holes which looked like burn marks. The bathroom was large and had a WONDERFUL shower head. I'm not sure if all the rooms have as little soundproofing as mine did, or if it was due to the connecting door, but I could hear every word from the TV next door. Thankfully, they turned it down about 10:30pm. In the morning, I went down to the free breakfast and was severely disappointed. The only thing I ate was the pancakes (which I'm pretty sure were the prepackaged/frozen kind) and the apple juice. The meat looked like roadkill - greasy and simply unappetizing. There was gravy but no biscuits, Eggs and some strange potatoes were the rest of the hot items. Everything else was your standard prepackaged cold items.

Customer Service: 5 stars
Room: 3.5
Breakfast: 2
Location: 3

Room Tip: Ask for a room that doesn't connect - will be quieter!
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  • Stayed April 2014, traveled solo
    • Value
    • Location
    • Sleep Quality
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    • Cleanliness
    • Service
Helpful?
Thank RangerKristin
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Kristina M, Manager at Best Western Santa Fe, responded to this review, May 1, 2014
Dear RangerKristin,
Thank you for taking the time to let us know what you liked about your stay and what you think we should work on. On behalf of our entire team, I would like to apologize for not exceeding your expectations when it came to breakfast. Your satisfaction is important to us and we will be using the feedback you gave us to implement improvements to ensure we offer a better experience for guests in the future. I hope that you will consider staying with us again so that we can have another chance to provide you with a superior experience.
Sincerely Kristina Morgan (Manager)
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Vancouver, United States
Level 1 Contributor
3 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed April 28, 2014

Nice and clean hotel with very comfortable beds, GREAT breakfast with a good variety of items, helpful and friendly staff that go out of their way to make the stay in their hotel comfortable and pleasing. Good location right off of the Highway.

  • Stayed April 2014, traveled solo
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Best Western

Helpful?
1 Thank Donna M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Kristina M, Manager at Best Western Santa Fe, responded to this review, April 29, 2014
Dear Donna M,
It is a pleasure having you as a guest here at Best Western Santa Fe Inn! Thank you so much for taking the time out to write such nice things about us and we cant wait to see you again. Until then happy travels!
Sincerely Kristina Morgan (Manager)
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Big Spring, United States
1 review
Reviewed April 14, 2014

From booking the rooms for our baseball team the manager could not have been more helpful. The rooms was very clean. The lobby and breakfast area were very clean. We enjoyed swimming and the pool was very clean Access to the motel from the highway was very easy.

  • Stayed April 2014, traveled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Best Western

Helpful?
Thank Ronald P
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Kristina M, Manager at Best Western Santa Fe, responded to this review, April 15, 2014
Dear Ronald P,
It was a real pleasure having your group stay with us! Thank you so much for the kind review! I am happy to hear everything was nice and clean for you and your group was able to take advantage of our newly remodeled pool. We strive to do our best to go out of our way to make each and every guest feel at home. We do hope you come back and stay with us next time you are in Amarillo TX.
Sincerely Kristina Morgan (Manager)
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Best Western Santa Fe

Property: Best Western Santa Fe
Address: 4600 E Interstate 40, Amarillo, TX 79103-6200
Phone Number:
Location: United States > Texas > Amarillo
Amenities:
Business Center with Internet Access Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Pets Allowed ( Dog / Pet Friendly ) Restaurant Shuttle Bus service Swimming Pool Wheelchair access
Hotel Style:
Ranked #9 of 72 Hotels in Amarillo
Price Range (Based on Average Rates): $$
Hotel Class:2.5 star — Best Western Santa Fe 2.5*
Number of rooms: 60
Reservation Options:
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Also Known As:
Best Western Santa Fe Hotel Amarillo
Amarillo Best Western
Best Western Hotel Amarillo
Best Western Amarillo

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