Corporate don't care, disgusting and smell of cigarette stinks that stayed on our clothes and luggage
21/05/2019 yo_witch, Saint Louis, Missouri
Since I cannot give negative ratings. I will just state here. I will rate this hotel negative five (5). I felt compel to review this hotel so others can be aware. I booked for 2 rooms about 1 month ah... more
Since I cannot give negative ratings. I will just state here. I will rate this hotel negative five (5). I felt compel to review this hotel so others can be aware. I booked for 2 rooms about 1 month ahead of time and yet our rooms are too far from each other (different floors). Then, I booked a non-smoking, and the rooms they gave us were stinky with strong smell of cigarettes. The smell of cigarettes sticked to our clothes and luggages and its unbearable. It is so disgusting! My kid is complaining how hard to breath inside the room. They don't freakin clean the room since the smoke is lingering. We complained about it and they told us that their corporate assigned the room. What the ***t!, they knew I indicated a kid in my bookings. This showed how their corporate don't care about the health of their customer for the sake of money. My family always traveled and this is yet the worst hotel we've been to. The manager did not even talk to us regarding our complain and try to find a way to make us feel comfortable. We sense because it's their corporate fault that put us in that situation. Aside from disgusting smoked-smell room, the sheets on the top of the bed is stained, the tub is not clean and the towels are stained. And then, one of the reasons why I booked this hotel is the pool, since my daughter likes to swim. I couldn't find in their website when I booked that the pool is not available during our stay. So much disappointments and frustrations in this hotel which most of it due to their corporate policies. Since this is the case, I could only conclude that this apply to their other chain of hotel. I will never suggests Best Western to any of my friends, people I know as well as in my work. Save your money. Save yourself with all of frustrations. Look for other hotel that worth of your bucks. less
Best W, Front Desk at Best Western Coachlight, responded to this review
I'm sorry that your stay was not the most pleasant. As explained to you at the time of your stay, your reservation was booked by you through Google reservations and not through the hotel itself or through Best Western International.
Smoking rooms were booked by the customer when the customer made the reservations on the customer's computer, and possible room movement to a non smoking room was not possible due to the hotel being sold out.
Conformations of your bookings were sent by email processes, and indicated the customers booking choice on those also. The website would have also indicated that we have an the biggest outdoor pool, and dates of the openings that weather allows, Memorial through Labor Day.
We are sorry that we were unable to change your reservations to meet last minute requests, and that we could do nothing due to the City of Rolla, Mo being sold out that weekend.
We hope you can understand booking reservations were not by our choice and were made by customer error as explained by the clerk and informed management.