Find another hotel, the management here don't care about your safety or your experience, only your money. Best Western will never have our business again.
This is a long but detailed review on why, so that we can hopefully save other people from a similar bad customer service experience.
We stayed at this hotel on Feb 19th. We checked in and went to our room a king suite, started to do the usual check to make sure everything was clean and in order. My husband turned the shower on and moved the shower door. It was glass and it immediately exploded in his hands. I heard the loud noise and walked over to the bathroom door to see him standing stock still with a piece of it in his hand and blood rising all over the backs of his hands where the glass fell and cut him. I immediately flipped the faucet on in the sink and instructed him to let go of the piece he was holding (he was clearly in shock) and let the water run over his hands.
I noticed there was glass everywhere, even out into the bedroom area. I picked up the phone to call the front desk but there was no dial tone. I had to get on the floor, covered in glass shards, to locate the cord for the phone to plug it in. I called the desk and the lady who had checked us in no more than 10 mins earlier said to come up and she'd give us another room. We cleaned up my husband's hands as best we could and I gathered all our stuff and headed to reception.
Unfortunately I don't know the name of the lady who was working that night, she had door keys ready for us for another regular (not suite room as none were available) king room, she gave us Band-Aids for the cuts on my husband's hands and she said the hotel would comp our room. As we were in shock, we headed to the new room, recleaned his hands and applied the Band-Aids. We decided to order dinner in from a local restaurant as we then didn't feel like going anywhere that evening.
The next morning we stayed in also as we were still shaken from the incident the night before. We had intended to do some sight-seeing that evening and morning as we were stuck in Chicago due to a car issue but this time was lost to us due to the shock of incident and injuries to my husband's hands.
Upon check out, I asked the new clerk to confirm if our room was comped, she looked confused, but didn't communicate with us. We were left standing there after we asked the question. She picked up the phone on her desk to make a call but evidently there was no answer. She then picked up her cell phone to make a call. After all this, a man appeared behind us and she pointed at him to us.
This man turned out to be Danny, the manager. but he didn't tell us his name until I asked at the end of our conversation. He started by asking what happened in the room. After we recounted to him, he asked if we'd punched or kicked the shower door because it was just newly installed and they couldn't understand how this would happen. We were again in a state of shock at this accusation. We pointed to my husband's hands and stated that this could have been a much bigger issue and that in no way did we do anything other than open the shower door. Danny stated that they couldn't comp the room without getting more information from us but they had made no attempt to contact us by phone, by message to the room etc. They waited until we asked the question at checkout and then ambushed us with the accusation. Danny was in no way apologetic at all and his demeanor was very confrontational about the incident. He tried to say he wasn't accusing us but he clearly was. He stated that he couldn't just comp the room and would have to speak to the general manager but assured us that he would call us from his personal cell by 4pm that day (Thursday) with an answer. He never called.
After the conversation with Danny, we went out to our car and called the corporate number for Best Western to make a complaint because of how we had just been treated. They advised us it would take 2-5 days for a response. We realized later that the clerk that morning has not even given us the receipt we asked for.
I gave them several days to call us, on Sunday, 3 days later, I called the hotel. A different clerk answered the phone and was the first person at the hotel to truly apologize to us. I asked him to have a manager call me, he said Danny would call the next day. I requested that he have someone else call me because of the way Danny spoke to us and said he didn't have the authority to comp a room. The clerk informed me that Chris, the general manager would be in the next day, Monday, and would call me. He never called.
I finally received a call on Wednesday 2/26 from corporate telling me that the management had decided not to refund the room, even though they charged for the larger room and that they (corporate) couldn't do anything to override the decision of the management at the hotel. They advised that if I wanted a refund or compensation that I "explore other avenues".
This corporation, and this management team don't care that a person was injured on their property, they provided what can only be described as hostile customer service, took our money and told us that was the end of it. We are completely disgusted by our experience and will never do business with Best Western again. less