Best Western is name I trust when I travel so the mistakes made in reservation where finally corrected, after much back and forth and search of a person with authority to make decisions.
I was amazed that during a holiday weekend in peak travel season there was no manager on duty at the hotel but instead a a gaggle of young women looking cute and professional but with the exception of one hard working women, ill prepared to cope with an influx of guests. My reservations and room request although confirmed by phone the day before arrival and given confirmation number and assurance of receiving what I booked, was NOT AVAILABLE. I found the same young women that I had spoken with the spoken with the day before and she told she was sorry but the hotel was at capacity for there is a HS PROM GROUP that had booked the hotel and they get priority and my husband and I could have a smoking room with two double beds. I had a confirmed reservation for nonsmoking king room.. I told her this was unacceptable and after much back and forth with her voice getting shrill, I asked for the manager only to be told the manager had left for the weekend. I asked for the Asst. Manager and was told everyone will return on MONDAY. I quietly told her I was a Gold Crown member and never had I received such bad service and that I had been staying at BW for more years than the clerk was of age. Before this young clerk left the reception she told me here is your double bed room it is room number ... and this room is all we have left in the hotel. Hello, when is it hotel policy to loudly say your room number in front of a full reception area? I left the hotel to reload my luggage when a very professional young women came outside and profusely apologized and offered to provide a room upgrade to make up for the inconvenience.
I would not write about this incident were it not for the other problems with our stay.
Although the hotel was at capacity for the Holiday weekend there was NO HOTEL SECURITY. Guests were drinking and hanging out in the corridors and young children running up and down the corridors, after midnight! The night front desk clerk had to roam the halls requesting the party groups to inside their rooms and no children allowed to run the corridors.
. The next evening the prom group had left and while we were in the guest internet room we found it taken over by service and delivery persons lounging on the couches about talking loudly and others using the computer, all yelling outside the room to flirt with the desk clerk. Not only did we have to wait to use the computer we could not concentrate on our work as the delivery men proceeded to loudly tell jokes and yell back and forth to the clerk in reception ( you guessed it, the same clerk who screwed up our original reservation).
Come Monday, the manager returned and the hotel was once again professional. We have not returned to this hotel for we do not want to experience the same incompetence and lack of security as our last stay.
The best thing about this hotel is the convenient location to the interstate highways.