Stayed here early May 06. Hotel was nice enough and the people friendly. When inquired we were told that the pool would be open, upon check-in we were informed not yet - we think. Doors very heavy and slammed shut with a lot of force. No room service but could pick up from restaurant. Food was OK but they missed 2 parts of the order, had to go back, no apology, just blamed the kitchen. Free breakfast buffet just OK.
Check out was terrible. Tried to pay with a BW gift card the guy at the desk tried to run it through as a credit card. I had to point out it was a gift card and he wasn’t sure what to do. After fumbling around for quite a while he said all computer lines were down and I would have to use another method of payment. It took at least 30 minutes to check out. Not acceptable.
When we just got home and a few days later there was a letter from Best Western Villa Del Lago (front desk manager Anna Martinez) saying they would be charging me for a night’s stay that I had reserved but not shown up for.
My reservation was made through the Best western web site on March 27 for the night of May 5, which we were there for. Villa Del Lago claimed I phoned on March 27 to reserve for May 6, which is not true.
I called Anna Martinez 4 times this morning and even though she was in she would not take my calls or call back. Finally someone else called, we went through the situation and identified that someone there had duplicated the reservation with the wrong date. No apology on their part was made, just that I would not be charged for their error. Terrible service and expensive.