Best Western InnSuites Yuma Mall Hotel & Suites

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

We loved our time here at Best Western. Everything was great. The bed is so comfy! The room is very clean and spacious. Nice to have a comfy chair & ottoman. The breakfast buffet is wonderful and tasty. The best tasting hotel breakfast we have had. Thank you for making our dental trip comfortable. less

When I called to make a reservation, I inquired about if they were still renovating the rooms since last year. I was told they were almost done. I expressed my concern about room conditions. Then at check in( around 2 pm) we were told our room (#173) was not ready. We l came back later and some of the light switches were non functional. Some of the lights worked, so we made due. We also noticed the bathroom sink needed adjustment as the water was not draining properly. Also, we tried to park near our room only to find a LARGE construction dumpster and other construction debris in the parking lot....making our walk to our room a little longer from the other parking area. I noticed what appeared to be a missing picture near the front door of our room with plaster or torn marks on the painted surface. This morning(early and still dark) I heard loud noises that sounded like fire works like a loud "Bang", only to find a man rummaging through the construction dumpster and loading items in his white Chevrolet pickup truck. I called the front desk informing about the noise and the noise stopped. I was not able to go back a sleep. During checkout I mentioned the debris and man making noise...the receptionist said it was a homeless man...Hum!!!! I have never seen or heard of a homeless person with a pick truck up at 2 am searching for and loading building materials....they usually use shopping carts filled with blankets and whatever. Oh! And, the room next to ours had the lights on all day and night with a view of all the construction materials inside laying all around. Also, I might add, in one of the hallways headed to the office I noticed several loose wires exposed for a distance of about 10 feet or more above the doors outside of the rooms. We appreciated being upgraded to a suite without notice during check in, but not next to all the construction. Remolding was not apparent in the majority of the other buildings. The total occupancy appeared to be at 10 to 15 percent during our stay. I'm sorry to say, I was disappointed with this BW......Platinum Rewards Member#....................78 less

I was leaving for the weekend and I informed the front desk twice that I was not going to be in the room over the weekend. They assured me there would not be a problem and I did not need to do anything. When I arrived back to my room, all of my items were removed and the room was cleared out as if ready for a new guest. I talked to the front desk immediately and they had no notes or anything regarding the items removed from my room. The next day, I spoke to the General Manager. He was initially kind and appeared caring of the situation, getting it resolved and getting my property back.After a few days of email discussion with the Sales Manager, it was confirmed my items were removed from Housekeeping three days before I came back. I did not receive a phone call or anything.They had spoken to Housekeeping and only some of my items were taken back to my room. There was a Best Western Lost & Found receipt attached to them which barely filled out and in Spanish. Not all of my items were accounted for nor were they returned. They were stolen by Housekeeping and the General Manager is not taking the situation seriously. They could not find the rest of the property removed from my room.The General Manager has giving me rewards points to "cover" the rest of the items not returned, which was enough for one nights stay, in Yuma, the last place I would want to stay in Yuma after this happened. less

Location is prime; room was clean but quite dated - shower curtain was falling off wall, big holes in wall after it was fixed; Walls are so thin we could hear people chat outside from 6 am until after midnight; maintenance going on so outside work started at 6:30 am WiFi didn’t work the entire 4 days there - they said they’d fix it, but we had none anyway Bfst was average in selection, but supposed to be hot items were not even really warm... less