We have traveled frequently to Grand Rapids, MI over the last couple of months and had an Excellent Stay last month, but not this time.
We are Best Western Travel members and stayed at the Best Western Executive Inn and Suites in Wyoming, MI last month. When I called BW book my reservations for this trip, I said I wanted to stay at the same place (where we stayed last month) and the agent booked our arrangements. They said no problem and were happy to help. After completing the call, receiving the email confirmation and seeing the reservation was on my BW app on my iPhone, I thought all was great for another trip.
Short story is CHECK YOUR RESERVATION THOROUGHLY (I.E. ADDRESS OF HOTEL) TO MAKE SURE THE PROPERTY BOOKED IS WHAT WAS INTENDED. As it turned out after 6 hours of driving at 12:30 a.m. we were told at the front desk of the hotel we were at last month, they had no reservation. They looked at my phone app and said, "Oh, you are at the wrong hotel"
Traveling another 30 minutes to arrive at hotel where accommodations had been booked. My wife, 17 year old son and I were explicit in conversations with Best Western about a "Suite" room that was configured with separate sleeping area and living area. The BW Executive Inn and Suites had a sleeping area with king sized bed and a door that closed to separate the two areas. This hotel has "separate sleeping" area, but no door that closed between the two. This is a hotel that I believe was formerly a Motel and the suites were constructed during renovations to remove the outside doors, create an opening between what used to be 2 rooms into a 1 room suite.
That was the original disappointment. But the HUGE REASON WE WON'T STAY HERE AGAIN is my wife has a VERY difficult time sleeping and we have worked to find pillows that help her sleep better -- finding the right pillows was a long process. She travels with them wherever we go. Last night after a long day of activities in Grand Rapids, we came back to the room. The room had been cleaned, beds made and SOME new towels in the bathroom, BUT HER PILLOWS WERE MISSING. Calling the front desk, they would send someone down to the laundry area to see if her pillows were there. What??? NO hotel launders pillows and why on earth would they take pillows out of a room where the travelers weren't checking out?
Received a phone call from the front desk 30 minutes later and they did find 4 pillows in the laundry area, that did not look like "normal BW pillows" -- Sorry for other travelers experiencing what we were. My wife went down to the front desk to see what was found and NONE of them were hers. She was told by the front desk person (I understand completely this was not her fault, but she was the recipient of our displeasure) that this would be passed on to the GM tomorrow morning at 9:00 a.m.
That response DID NOTHING TO SOLVE a night of sleep that my wife was NOT going to get because the hotel took her pillows.
Today, when we check out, we will again make our point very strong.
As a tip that should have been our first clue, when we checked into our room, there was a letter on the bed from the GM -- not even on official BW letterhead that said, "Dear Valued Gues, I'm delighted that you have selected our hotel for your lodging needs.
On behalf of the entire Best Western team, we'd like to welcome you to Grand Rapids, MI. We trust that your stay with us will be both enjoyable and comfortable. if at any time you're not confident in your ability to provide us with a positive review, please let me know immediately of your concern so I may rectify the issue for you.
Should you require any assistance, please do not hesitate to contact me directly by dialing 199 on your room phone.
Bottom line: If you can't trust a simple, but very important, item like a pillow to not be taken, what about the jewelry, laptop computer and other personal items that we travel?
DO NOT STAY AT THIS HOTEL. less