Beware of the manager, Hitesh Patel. Literally the worst experience I have ever had.
It started off with a phone call to the Best Western on the day we were scheduled to check in. I spoke with the Manager, Hitesh Patel, and asked him what the cancellation policy was on our room. We were in town for a wedding and had booked the hotel for 2 nights. We were unaware of the distance between Prairie du Chein and Mcgregor, IA, where the wedding reception was being held, so we were inquiring about changing our reservation from one night to two. Hitesh informed me that the reservation was unable to be modified so we were just going to keep our reservation there rather than switch hotels for the second night.
This isn't Best Western's problem, but beware of the cell phone reception if you don't have US Cellular or Verizon. Unless you can connect through wi-fi calling, you will not be able to get a signal ANYWHERE in Prairie du Chein, McGregor, or Marquette. Since I wasn't able to accept phone calls, I missed the call from Hitesh and had an extremely rude voicemail from him. He said that since I called inquiring about the cancellation policy, he thought I was going to cancel my reservation so he went ahead and ran the card I used to book the room even before we checked in. He said don't even bother checking in because he had tried to run my card and it was declining so he was cancelling my reservation.
When we got to the hotel for check in, I have never experience such a rude, confrontation and condescending manager in my life. As soon as I gave him my name, it was all downhill from there. He said that he cancelled my reservation because he thought I was going to cancel it and basically said he didn't think we had a way to pay for the room. I had booked this room on June 13, 2016 and our reservations were for September 23-24, 2016. During this time, my credit card had been compromised and had fraud on it, so I needed to get a new credit card with a different number. The card that I used to book the room 3 months in advance was the old number, and obviously, when dealing with fraud on your credit card, calling the Best Western to update your card information on a hotel you booked three months in advance isn't #1 on your priority list.
Instead of being compassionate and understanding, Hitesh made me feel like a crook trying to scam them out of a free room or something! He said, "If you get a new card, you need to notify us immediately." He was demanding a different credit card even though at this point I refused to stay at this place. Since we arrived at the hotel extremely late due to flooding and detours in the area, we didn't have much of a choice but to stay at this hotel. Since Hitesh had already cancelled our reservation for no reason, unbeknownst to us, he had to create another one and wanted to charge us $80 more for two nights than what I had paid when I booked online through AAA. He tried to tell me that I booked through Priceline, which I didn't, so I pulled up the confirmation on my phone and showed him the rate. He said, "I don't make the rates. This is what is coming up on my computer, and this is my commission. If you want to stay, this is the rate you pay." At this point I was losing my patience. It is absurd to me that he felt he could cancel our reservation that I had made three months in advance because he "didn't think we were going to show up", so when we did, he re-books our room at a different rate, even though we have documentation and confirmation of our booking.
It gets even better. After he started raising his voice, I told him that I didn't like the way he was treating us and was being extremely condescending. Once we discussed his lack of compassion and customer service skills, he literally told us that in management training, all the managers at the Best Western are taught that the "customer is always wrong." At this point, I would have rather slept under a bridge than to give this place any money. We had a friend with us who booked a room also, and since his card went through fine, he was stuck with the room for both nights. Hitesh told him upon check in that if he caught us sharing the room, there would be a $20 extra charge per person. We walked to his room so he could drop off his stuff, and headed out for a much needed drink after this experience. If you are on the first floor, the rooms here each have a door that lead directly to the parking lot. We left through that door, and sure enough Hitesh is loitering right by our friends room, probably trying to see if we were actually going to leave or if he could get by with charging our friend and extra $20 for each of us. Unbelievable. Needless to say, we found a hotel in McGregor and will never be back to this place. Unfortunately our friend, who carpooled with us from the Twin Cities, was stuck staying at this place for the weekend so we made many trips back to PDC so he could spend the least amount of time at this place as possible. less