Watch for Absurd Incidental Fees
30/09/2019 Heather M, Owensboro, Kentucky
The staff was very helpful in recommending local restaurants for dinner, the room was clean and comfortable even though the sofa had definitely seen better days, and the breakfast was much better than... more
The staff was very helpful in recommending local restaurants for dinner, the room was clean and comfortable even though the sofa had definitely seen better days, and the breakfast was much better than expected. However, I was a bit peeved when notified by email that a $50.00 incidental fee was being charged due to make-up on linens. It's obvious the staff did not even attempt washing first as the email was sent within minutes of checking out. Yes, I did spill some blush and my hair dye fades onto towels after I wash my hair. However, never in my life have I had issues with make-up or hair dye ruining towels/linens. I don't use bleach or high dollar detergent at home and the dye lifts right out of my towels. How absurd to charge $50.00 before attempting to clean. I travel often and have never experienced a hotel adding fees over something so trivial. Best Western is first choice when looking for a place to stay, but I would not recommend this one after this issue. less
Passenger51808970189, Manager at Best Western Executive Inn, responded to this review
Dear Heather M.
Thank you for taking the time to review your stay with us. I am very pleased to hear that our staff made your stay pleasant. However I notice your concern and I understand your frustration for the fees,In order to provide you world class amenities/services with economy rate, when incident like happens, we did tried to wash the linen before we charged you, but that make up and hair dye did not came out as you are mentioning even after bleaching and using commercial grade detergent and the picture I send to your husband's email was after washing. We have to discard that linen. The linen we offer you,are special order according to Best Western Standard and I have to order in the bulk, I can not order single piece or I can not find this item at departmental store, therefore they are very expensive.
We humbly request you as guest, please respect all the amenities provided by hotel in order to receive lower rate in the future, as it is expensive to replace damage animates with any brand of hotel, it will be always the case of special order. As hotel owners are motivated to provide you world class amenity and services with economical room rate.
Please contact hotel directly at 419-768-2378 if you have any questions or concerns.
Yours sincerely,
Aarti Patel
Hotel Manager