A couple weeks ago, my boyfriend called Best Western Plover-Stevens Point directly to see if he could get a better rate talking to them directly before booking online. The manager/owner who answered the phone would not tell my boyfriend the rate unless he gave him his credit card number. Once he gave the manager/owner his credit card number, the man stated "okay, you're all booked" without even telling my boyfriend the price. When he did tell him the price, the rate he gave was approximately $20 to $30 more per night than the Best Western website. Needless to say, he booked online rather than directly with Best Western Plover-Stevens Point.
We checked in this last Friday night without issue. We used to live in the area and came for the weekend to visit family. The room appeared clean as did the common areas of the hotel, but there was some remodeling going on and the lighting in the hotel was not good. We went to check out the pool and hot tub and the pool was too cold for us to even use it. The temperature for the hot tub was okay, but the floor and sides were textured so rough that it hurt our feet and rear ends.
Saturday morning, we again went to use the hot tub. There was a family in the pool area with a young boy (approximately ten years old). The boy jumped off the edge into the pool--he did not take a running start, he did not dive, and he did not make a big splash. The boy was just really showing his mom he could jump into the water. He was also the only person in the pool. The manager/owner immediately came into the pool area and scolded the boy for jumping. He really was not being obnoxious or unsafe.
Saturday evening, my boyfriend's brother and parents came to the hotel to spend time with us and hangout in the hot tub--as they do every time we stay at a hotel in the Plover/Stevens Point area. Prior to his parents arriving, we went down to the hot tub with beverages in plastic cups/mugs with lids. The manager/owner stopped us before entering the pool area and told us we could not bring beverages in there. I thought "okay, no big deal," but there was no sign stating we couldn't. There was a sign stating no glass and another stating no beverages in the pool, but nothing about the pool area. In fact, there were small tables in the pool area to presumably be used to set beverages. When my boyfriend's parents arrived, his dad was stopped by the manager/owner at the entrance to the pool area. His dad explained why they were there and the manager/owner asked for our room number (I thought to verify that we were guests). We thought everything was taken care of as the manager/owner didn't say anything more to us.
When we got our bill of what the hotel charged us this morning, the manager/owner had added on $20 for my boyfriend's parents coming to use the hot tub with us for a total of 15 to 20 minutes. We attempted to address the charge with the manager/owner as well as a second manager/owner. They were very rude, they raised their voices at us, and interrupted us. We tried explaining our frustration was with the fact we were not made aware of the charge. If we had been advised of the charge when his parents arrived, we could have opted not to go in the hot tub. The managers/owners refused to work with us to resolve the issue and walked out from behind the desk and out of the lobby while we were trying to resolve the issue. They refused to reverse the charge we were not made aware of and several times, they stated "we don't need your business." I did call Dispatch to see if law enforcement could be of assistance, but, unfortunately, they said it is a civil matter.
My boyfriend is a Diamond member for Best Western Rewards. He has never had an experience where the staff/managers/owners were this shady. Sorry for the lengthy review, but I feel this business is run by shady, unprofessional individuals and is not an accurate representation for Best Western as a whole. I plan to attempt to contact Best Western Corporate as I don't think these are the people they want representing them. less
Best W, Manager at Best Western Plover-Stevens Point Hotel & Conference Center, responded to this review
Your review is totally unfair and it doesn't represent our business, service and qualities we offer. First of all you should be thankful to hotel that you brought bunch of people in Pool without paying or letting us know. it is basically liabilities for business in the event of they get hurt, or in the situation where they drowned in pool or fire it becomes liability for us we typically not allowed any guest that are not staying in hotel in Pool or public areas where they enjoyed accompanying you and used pool we charged $20 extra for their pool use if they were to book another room/night they could enjoy full benefits of using our hotel, when we first caught your group entering in pool area, your boyfriend agreed to pay and then next day during checkout both of you didn't want to pay for extra people. it was very rude and unprofessional that you threw things on frontdesk we could have call police to handle your behaviour but we didn't.
Manager, BW Plover