First off, please note, I am a Platinum Gold Crown Club member of Best Western. For business purposes I spend an average of 275-300 nights per year in hotel rooms. I had made my reservation through Best Western's 800#. Had a confirmation number, that linked several days of stay, within the same hotel. I was not impressed with the lack of hospitality upon my arrival. The accommodations were standard for the middle of the road choice offered by Best Western. The second night, as outlined in my reservation itinerary; I switched from a 2 bed room into a "king" room. Upon first glance, I was not impressed with the black mold growing in the bathtub. As with many nuances involving hotel stays, I just ignored the mold. Unfortunately, I could not ignore the lack of sleep I was denied due to the most horrific mattress I have ever slept on. The bed had a horrible sway, rendering one entire side to be a "sink hole". As I am a man of stature, 6'7", I know the difference between a king size bed is the moment I lay in it. This was the smallest King bed I have ever slept in...perhaps it was the "Napoleon" version. In the morning I requested to be moved to another "King" room. When the person at the front desk asked why, I explained the mattress was horrible and I was unable to get a good nights' sleep after working 18 hours. Her response dumbfounded me. First off, requesting another room should have been all that was necessary. On the contrary, the front desk person came off offensive when she started in a sarcastic snare "it can not be...all the rooms have new mattresses." I stated that they must have missed this room when replacing the old mattresses as i have never seen a NEW mattress featuring a gigantic sway in it. She just responded that another room would have the same mattress. Then she stated that what did it matter as I was only staying for one night. I informed her that she was incorrect...my reservation was for 6 nights. She proceeded to argue with me. As it takes two to argue...and I was exhausted...I returned to my room and called Best Western customer service. Canceled the remainder of my reservation at this location. Went online and made a reservation at Marriott's Courtyard on the other side of the highway. As I was packing up the front desk called and offered a King suite for the remainder of my stay. How did she come to the conclusion I had reservations for more than the one night ? She REPEATEDLY insisted I was only staying one night. I turned her offer down. For the principle that she did not apologize for her error, lack of hospitality, and general customer service skills....a little grace about then would have made all the difference. Her gesture came across as if I was seeking something for nothing.....believe me if there had been a Hyatt in the area there would have never been a second thought of where I would give my business to. I will NEVER stay at this Best Western location again.
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- Also Known As:
- Best Western Monroe
- Monroe Best Western