Best Western Plus Charlotte/Matthews Hotel

Flying in town for a funeral is already hard enough. However, the level of POOR treatment that I received after our family was charged TWICE for the same room is disappointing. Manager Kimberly Williams and her lack of professionalism is undeniable. First, they couldn’t find any record of my stay because the clerk booked my name incorrectly. Next, upon talking to Ms. Williams about a refund because my mother had booked my room in advance (of course they had no record when I arrived) she refused to conference in via phone to resolve the issue. She hollered at me on the phone saying that she would not speak to my mother and told me to simply dispute the charges with my bank. She then hung up the phone and refused to take any calls from me. She would only communicate via her clerk through a closed door who then had to relay a message to me. Then she suddenly was “out of the office”. This has been a nightmare. I have NEVER received such poor customer service or blatant disrespect. It appears as though Ms. Williams thinks that it’s okay for “certain” customers to be treated this way. I will never stay here again and rest assured, this review will be the first of many other complaints coming. I have already been in touch with her supervisor to resolve this issue along with a verbal apology. To charge someone twice and simply tell them to dispute it with the bank instead of making it right is unacceptable. Make this right, Best Western. less

Very clean, very comfortable and outstanding customer service. Breakfast was outstanding. Variety of fruits, snacks, cold food and hit food. The juice bar had a little too much water in each of the juices. less

Had a few problem but the front desk agent Rizwau. Did he’s job and solve the issue we had. After that I stay was good. Comfortable beds which cause for a goodnight rest, and the breakfast and the eating area was great! less

Full spread hot and cold breakfast with top notch customer service. Couldn't ask for a better hotel to stay at. Rizwan checked us in late at night offered us an upgraded room with a pull out sofa and gave us blankets for our children. less

We stayed overnight on a road trip to FL. The breakfast was very good and I was impressed that the fruit, bread, bagels, and pastries were all individually wrapped. Excellent night sleep. No complaints. less