Worst Hotel Experience of My Life
06/09/2019 MiamiBeach2, Miami, Florida
This was the worst hotel experience of my life and I have been in hundreds of hotels around the world, both in first world and third world countries. I would give negative stars or no stars, if I coul... more
This was the worst hotel experience of my life and I have been in hundreds of hotels around the world, both in first world and third world countries. I would give negative stars or no stars, if I could.
When we arrived, this Best Western hotel was full of drug addicts, clearly on drugs, a drug dealer was escorted off the property and taken to his car in the parking lot that was getting searched for drugs by three cops. We witnessed this and heard their conversation first hand, because we were getting our luggage from our car parked only a few spots away. There were more policemen and multiple cop cars parked all over the property. There were men in their twenties, covered in tattoos, standing with their arms crossed in the lobby at the entry of the only functional elevator staring at people as they entered, almost taking inventory of what we were bringing into the hotel. It made me feel very unsafe -- like I was going to be robbed, or worse, later in the evening. I told my fiancé I wanted to leave immediately, but all the hotels in the area were already booked that evening as many people were fleeing the east coast of Florida to escape from Hurricane Dorian; just as we were. I immediately went to our room and booked another hotel for the next few days. Upon completing my booking, I went downstairs to speak with the manager, but she refused to come out from a room behind the desk to come speak with me. When I informed the receptionist I would wait there until the manager agreed to speak with me, she finally came around the corner. I explained that I do not feel safe in her hotel and I would like to cancel my booking for the next day free of charge (they charge you for an additional night if you cancel after 11:00 AM the day before). She denied there were any problems in the hotel. She denied the drug addicts, the drug dealer, and even the presence of the cops. I understand she was trying to save face for her company, but blatantly lying is a little excessive. She informed me that she was still going to charge me for the next night if I cancelled my booking. Clearly, this hotel's policy is not to ensure the safety of its customers. Instead, they just want your money. I then went back to my room, contacted Booking.com, explained the entire situation to them and they happily handled it for me immediately. They even called from France to inform me that I would not be responsible for paying for the additional night. I will never stay in a Best Western again. less
Yessica6400, Manager at BEST WESTERN Naples Plaza Hotel, responded to this review
On behalf of My team and I, I extend our sincerest apologies for the bad experience you had on your recent stay with us. One thing we can assure you is that our guest safety is our priority and if we notice anything suspicious then we notify the authorities to handle the situation. Once again we apologize.