We called for a late check in, after on the road & finally getting to the hotel after midnight we checked in with 2 adults & 1 (17) child. We made resv. weeks prior. We arrive & the 2nd bed (pullout couch) wasn't made, there were no sheets, pillows nor blankets. Went to the front desk & the young lady apologized & stated we don't have any pillows left but I can get you sheets & a blanket. 6 hours later we get up & took a shower, discovered the room had mold in the bathroom. Went to the front counter, MaryAnn was extremely HOSTILE, DISRESPECTFUL, & DEFENSIVE stating no one complained last night. She ARGUED with us that she was there all night, we continued to explain that she wasn't there when we checked in. Even went to our resv. to see when we checked in and said yea I wasn't here, exactly what we said. NO CUSTOMER SERVICE WHAT SO EVER. DISGRACEFUL. We stated that our room needed to be changed because of the mold & we haven’t requested a handicap room. MaryAnn stated not in her hotel. She said show me, we did and there it was MOLD. MaryAnn said THAT’S ON US & they would fix it. MaryAnn stated that we need to call Expedia and cancel our resv. & rebooked with a new room. Which was wrong according to Hotel.com. What!! just change us out the room with MOLD. My spouse called Hotels.com which we told MaryAnn we used, the room was already paid for so if we canceled, we would have to pay a higher rate and we wouldn't get a refund. All we needed was a room change from the MOLDY ROOM. MaryAnn even had to go verify the mold was there. I waited at the counter until my spouse came back. After going back and forth with MaryAnn I asked to speak to the manager, she stated I'm calling him. I called Best Western Corp. & as I were explaining this horrible incident to them I walked back into the hotel, overheard MaryAnn speaking to someone about how, “irritate we were, she tried to help us, we booked through a 3rd party, she asked us to leave, we refused, she already called the police.” I said WHAT, WE NEVER TALKED ABOUT LEAVING!! We simply asked to be moved to a room without MOLD. She fabricated the entire story to the owner to FORCE us to leave instead of MOVING US TO A DIFFERENT ROOM. REALLY!! I HAVE NEVER BEEN TREATED LIKE THIS. IS THIS BECAUSE OF MY PIGMENTATION. She yelled at me, get the HELL out of my HOTEL, all while I had the customer service rep on the phone Eric, he said I can’t believe this, SORRY. He heard all of this & apologized however an apology is NOT going to suffice. less
bwplusbrunswickinn, Hotel Manager at Best Western Plus Brunswick Inn & Suites, responded to this review
Dear Valued Guest,
Thanks for your stay at the Best Western Plus Brunswick Inn & Suites.
We are very much concerned with your feedback.
Our apologies for the bad experience.
Our endeavor is to offer a nice stay to all our guests but failed this time.
Actions shall be taken to improve everything on priority and you can have a good stay next time.
Hope you will reconsider.
Sincerely,
Hotel Manager.