Best Western Garden Inn

When I booked the room I was concerned that the rate was low and maybe the quality would be also. I was so pleased when I drove into the hotel. It is a nice, modern hotel. My room was clean and and the decor was modern. The bed was great and the linens comfortable and clean. Breakfast was hot and there were multiple selections... I really enjoyed the coffee. I was so pleased with the quality and value, I will be back, happily. less

The hotel has been remodeled and was nicely done. I did not realize when booking that all rooms have an out door entrance. The only real issue I had was that they had one handicap spot on the side for entering hotel, but handicap rooms on other side of building. Required extra walking on an already tired body. less

The first room we were sent to didn't even have sheets on the bed, although the bed was made up. There was only the dirty, nasty mattress topper on the bed when I pulled back the comforter. There was no hand soap either. I will attach pictures of the dirt and hair that was all over the mattress cover. We were sent to another room (upstairs, when we asked for downstairs) and it also lacked hand soap and the top sheet had stains on it. The pillow cases caused my face to itch and breakout. I will also attach pictures of that. Also, our room was not cleaned each day of our stay. And I mean that the cleaning crew did not enter our room one day and another day they did come in and leave us ONE clean towel but didn't make the bed, empty the trash or anything else. Very strange. I have always preferred Best Westerns but this one was not up to the normal standard. less

That is literally the only positive thing I can say. Their were stains on the sheets and the front desk staff was useless. We had played ahead of time when we booked and we were apparently not charged at that time and have now been charged today for it. less

I can’t believe how bad my family was treated here, read some parts of my email to the amoma, the website from which I made my reservation. We made a reservation in Best Western Golden Inn in San Antonio for last night. We were going to stay there for the night as a part of our plan. Unfortunately at about 2:00 am when we were about to go to sleep we found and killed a fully grown and mature bedbug in one of our beds right next to one of our babies. I immediately went to the office to report the issue. However, the lobby was closed and I could only speak to an employee through a window outside of the lobby to find out that there aren’t any night shift managers and that she can’t do anything to help us but to either check us out or to send us to another room! After this we decided to leave the premises right away and to cancel our plans for today so that we could go back home, make sure there are no bedbugs in our clothes or carry ons and make sure we are safe. We had to drive back 3 hours to home after a very very long day. The Best Western Golden Inn employee didn’t really care about the issue nor she even looked surprised about the issue. All she said was that she would let the management know about the incident and for anything that we asked she said we need to get back to the third party company from which we made our reservation. Unfortunately the bedbugs weren’t the only issue we had. As soon as we entered our rooms we noticed that the smoke detector in one of them has gone off and was constantly beeping and it took the management about 15 minutes to send someone to come and check the room to fix the issue, this alone should have been enough heads up for us to know that at least one of our rooms haven’t been inspected at all before we arrived. We also noticed that someone had smoked a cigarette in the bathroom and that might have been the reason why the smoke detector had gone off in the first place. Considering the fact that we reserved a non smoking room this was a very unpleasant experience which we didn’t know about until the first time someone used the bathroom in that room( room 124). A few minutes after our arrival, we asked for a crib and management office told us they will get back to us, of course they never did. Before we found out about the bedbugs we again asked for a crib and were told they couldn’t provide us with one because we had to ask at check in time! Two of us flew from Cincinnati and two other flew from Toronto to be here for my sisters wedding and we all were supposed to have a fun day today in San Antonio after they got married two days ago. Considering the situation we were in, this has been an extremely unpleasant experience for us all and we would definitely expect at least the reservation fee back. I’ll also contact the Best Western management about these issues to make sure they understand that they need to properly inspect their rooms before they check some people in so that one wouldn’t have bedbugs and the other wouldn’t have the smoke detector issue. As it is clear, we were completely unsatisfied with the service and as a result we are asking for a full refund. Thank you so much in advance for your understanding. I have also attached a picture from the room and the original reservation information emailed to me below. less