Very disappointed for a Best Western
14/01/2019 darleneb709, Condor, Canada
We have stayed a number of times at this hotel in Yuma, in fact giving it an excellent rating in the past! This last visit was extremely disappointing. I understand it is under new ownership and per... more
We have stayed a number of times at this hotel in Yuma, in fact giving it an excellent rating in the past! This last visit was extremely disappointing. I understand it is under new ownership and perhaps this is the reason for our experience, but it should always fit the criteria of a Best Western Hotel standard which it certainly did not. I reserved 6 nights at this hotel reserving 2 weeks prior to my visit. 3 of the nights I was using my free points (I am a Diamond member) and 3 nights I was offered the usual "dental rate special". On the phone I was quoted an amount for the 3 nights. I had to book these 3 nights directly with the hotel in order to get the "dental special rate". I received a confirmation for this reservation. I requested specifically that I would be put in a room that I could stay in for the entire week and the attendant on the phone specifically made sure this would happen no problem. We arrived and the attendant was very kind (a male) who checked me in and said they upgraded my room at no charge being a diamond member. I was very touched and thankful for the kind gesture (which has happened on many occasions as per the Best Western offer of a free upgrading to Diamond members at the time of check in.). During the first 3 nights we were a bit disappointed with things like food on the ground/stairs outside our door that was never cleaned up, and a television that wouldn't work (had the caretaker come and try to fix it once, but it continued each day with issues). We didn't let these experiences ruin our visit there, however the final issue finished us off! On our third evening we confirmed all was good with our continued reservation and was assured all was well. The 4th morning we checked in the front and booked a shuttle to Algadones for the dentist. The dentist called BW for the shuttle when we were through and BW asked to speak with me. The lady made it clear that I need to move rooms suddenly and that the room they put me in would not qualify for my "dental special" and that they would be charging me a late check out fee for not doing it in time. I questioned why they didn't mention this sooner. We finally made it back to the hotel and they waved the late check out fee and we were ready to move to another room when she informed me my "special dental rate" was now increased by $20/night despite my reservation. Long story short, we left and had to find another hotel for the remainder of our stay in Yuma. less
bwinnsuites2016, Manager at Best Western InnSuites Yuma Mall Hotel & Suites, responded to this review
Please accept our sincere apologies for the inconveniences you encountered during your recent stay. There are no excuses and we offer none. We would be please should you return and give us another opportunity to serve you better.