The hotel was clean which was pleasing when we first got there. We had booked our whirlpool suite through the hotel for my 50th birthday and was told we were guaranteed the room because we had not used any outside discounts or booked online. We even had the confirmation e-mail which showed our room and price. Because we had booked through hotel itself, we were sent an early check-in e-mail to give our information to make check-in easier and faster and also told them what time we would be arriving which we were on time. We should have known something was up when we checked in because the front desk clerk did not show us or tell us what our room was and asked for the information that we already provided the night before. We were a little taken aback as she sat at the desk like she was on break, slamming food into her mouth and talking to us while chewing. We get up to our room and see that we do not have a whirlpool suite but a kitchenette room instead. And it was cold in there. My husband turned the heat on and I went back to the front desk and informed the front desk lady, who was still munching on food, that we were not in the correct room which was supposed to be a whirlpool suite. Now she was snide with me and said we hadn't booked a whirlpool room but a kitchenette and it was right on her screen. I asked to see the screen and she would not let me. Still being polite, I told her there was confusion because we had not booked a kitchenette and that we had booked through their hotel via phone and we had a confirmation e-mail to prove it as well as the phone log. She said I was wrong and must not have done it right. I told her I had the e-mail to prove it and she said that might help but she was getting the manager which I said was great! I brought my husband down and the manager met with us and explained that because we booked online, we told him we had not, he said someone else got that room because they had booked a whirlpool suite online and because we had also booked online and used a special discount (we told him again we had booked through the hotel and did not use a discount, we paid for the room and were guaranteed it because we booked through the hotel) and he said the other people had e-mail confirmation as well. And since we used that special discount and they had given us a lot lower price (which they didn't and we had the e-mail to prove it) we were the first to lose our whirlpool suite and were given the kitchenette to make up for it.
We again told him he was wrong, that we had indeed talked to the hotel reservation woman and she told us that we cold not use any outside discounts for the whirlpool suite so we didn't use them to guarantee we had the room. She then asked if we were there for a special occasion and my husband yes, we were coming there for my 50th birthday and that the whirlpool room would be special because we were going to get deep tissue massages and the whirlpool would be perfect for follow up to the massage treatment. She then gave us a couple of massage therapist referrals in Milwaukee.
The manager told us he could do nothing for us at the hotel but give us a free drink at the bar or a free beer and to just tell the bartender that. He also said he had no other rooms available but he had lots of connections with other hotels in the area and would call one of them and get us a same rate whirlpool room but to give a about 10 minutes to do so. We said that would be great. He came back after 10 minutes and said he called the two hotels he could think of and neither had availability, that all of Milwaukee was booked. but he could give us his managers discount for our current room if that would help. and we said if we had wanted a standard room, we would have booked that but because we had bought tickets to a show that night, we would not be able to use the hotel hot tub because we would be back too late which was why we booked the whirlpool suite. He then said he would extend the pool hours for us for one hour, until 11 p.m. so we could use it when we got back from our show. We agreed that would be fine as long as it was open. We went back up to our room to get ready for dinner but the room was still cold and we called the front desk about it and she snottily said she'd get maintenance up there. The maintenance guy arrived and agreed the room was cold and asked if we had turned it on, we said yes but no heat came out and it had been on for an hour. He moved the furniture and said the heater had been turned off by the switch behind the desk/dresser console. He turned it on and it kicked in, so he left.
We went to dinner and our show and came back to the hotel at 10:02 p.m. to check out the pool which has no directions anywhere in the lobby or hallways as to where the pool is..the only sign is in the stairway once you open the stairway door. ( I had to ask the front desk lady before we left for dinner, where it was and she laughed at me and told me I'd find it down any hallway if I opened the stair doors.) The pool was closed. We went to the front desk and asked the new front desk clerk if we could be let into the pool area until 11 as the manager had told us and he said he knew nothing about that and that the maintenance had closed it for the night and already put the chemicals in the pool. He apologized and said it would open in the morning. I then told him about our awful experience with the hotel thus far and he apologized again and said we would leave a note for the manager.
So we went to our room and lo and behold, it was still cold. I walked to the front desk and told the clerk about it and he said he didn't know if the maintenance guy was available or not which he was because the same maintenance guy had just walked right past us. He said he needed to call the manager and see what to do about it. I stalked back to our room and my husband was on the phone with the front desk clerk who was telling my husband that they have every available maintenance person and the manager and him in our room to fix it but it would be a little while.
Who the hell wants maintenance people in your room at 11 at night? That was the straw that broke the camels back. We said we wanted a full refund, which was given to us and we drove the 1.6 hours back to our home.
Not once did the manager apologize for their screw up. Instead he kept throwing out scenarios in which we were the guilty ones for not getting the room we wanted, all of which were blatantly proven to be false. Do not stay at this hotel. The manager and lady front desk clerk are shoddy. We will never stay in a Best Western hotel again. Had a similar experience with shoddy management in Kenosha at their Best Western. less