Worst Place I have EVER Stayed - This is my first review ever!
First I would like to say that I am not one to complain. This is my first review and first formal complaint and Im 51 years old. I checked into this hotel because I was in town to watch my son's hoc... more
First I would like to say that I am not one to complain. This is my first review and first formal complaint and Im 51 years old. I checked into this hotel because I was in town to watch my son's hockey game. When I walked into the room it smelled like someone drenched the room in cheap perfume and chemicals. I had to leave for my son's hockey game so I opened the window to try and air it out before I returned. I returned 2 hours later, after having a chemical taste in my mouth and feeling sick and experiencing a dull headache. I decided while I was at the game, based on how I was feeling, that I would ask if they could move me to another room. When I went back to the hotel the front desk told me that they didn't have any other rooms to put me in and that they were completely booked. I said that I would try the room one more time but that I really didn't think I could stay in it. I went back to the room, couldn't handle the smell, my headache was worse and I was only in there for 10 minutes. I booked another hotel room at a different location. I went to leave and asked for a refund and they said NO. I couldn't believe it. Then the front desk person asked if I wanted him to call the manager I said yes, of course. I can't stay in that room and I booked one elsewhere. He called the manager, got off the phone and said we can't give you a refund, but we have another room for you. WHAT? So you flat out lied to me? I said I already booked another room because you told me you had NOTHING. I couldn't cancel the other room so I had to pay for two rooms on this night. Outright lies and robbery. On top of it all, the room had hair everywhere in the bed and the room overall felt dirty. I would not recommend staying here. Horrible customer service and worst hotel I have stayed in over the past 30 years, and I stay in a lot of hotels. less
kivainn, Manager at Best Western Kiva Inn, responded to this review
Your review and first line of your comments are contradictory. The room offered to you was the last room available and it was done to save you from any inconvenience at 11.40 PM when the issue was reported while you checked in at 7.30 PM. This way we lost the opportunity to sell that last room on a sold out night as you practically used two rooms. You could have reported the issue immediately on check in which was not done. After you moved out, we checked the room but didn't find any issues as alleged. We were expecting an appreciation for accommodating you in the middle of night but your review comes as a surprise to us. If you had booked room in another hotel, you could have told us and preferred to stay there. At the end, I do apologize for not meeting your expectations but would reiterate that we did our best to make your stay convenient and pleasant.