Belligerent staff, disgusting rooms
05/08/2019 Jack B,
Worst Best Western hotel in the nation. I cannot say strongly enough to avoid this poor excuse for a hotel. I checked in early @1:30 PM. My bad. I was told there would be a $40 early check in fee! $40... more
Worst Best Western hotel in the nation. I cannot say strongly enough to avoid this poor excuse for a hotel. I checked in early @1:30 PM. My bad. I was told there would be a $40 early check in fee! $40? Really? So would they credit me for early checkout prior to 11 AM? No. So I waited out in the parking lot, in the rain, with my dog until 3PM & finally checked in according to their policy. Nice hospitality. I had to complain to the head office @ BW! So next I was given a room that smelled of urine & had this fake wood laminate flooring that was warped exposing the joints & sticking up from the floor to the point I was tripping over the seams in the floor. Next, my dog injured her paw on this flooring causing her pad to bleed badly. I requested a different room & was given another with the same flooring. This was unacceptable to me & they told me to leave! This belligerent bullying behavior & indifference of the night clerk are absolutely inexcusable. Like an umpire he stated ”yer outta here!” Ha! They even called the police on me, when I was the one that was being bullied! The officers were great & sympathetic to me. They told me this guy does this all the time with little provocation. Wow. Nice professional service from the front desk clerk. The room reeked of urine. Awful! I would not take my shoes off. Fortunately, at the advice of the officers, I found a much better room @ 1/2 the cost at the La Quinta next door. This particular BW is very poorly operated & the owner should hire front desk personnel that have more than a 3rd grade education & maybe with a modicum of people skills. Ownership needs to take a refresher course in good manners & hospitality. Avoid this property at all costs. less
kaczusia, Owner at Best Western Plus Des Moines West Inn & Suites, responded to this review
Dear Jack, I understand you didn't like our early check in policy or the hardwood floors in our pet friendly rooms. But no matter what you may like or dislike about my hotel and policies it did not warrant the belligerent behavior that you showed to my employee and fellow guests in the lobby. Customer service is the code of hospitality that we live by but it ends when my employees are exposed to abuse and threats from customers. I pride myself in providing a safe work environment for my employees so they feel happy to work for me.
You were repeatedly asked to calm down and be respectable with no effect until he felt threatened and had to call the authorities. No, we do not do this often, in fact you had the dubious honor of being the first. Happy travels to you and your dog and please remember that hotel employees have the same rights to safety and respect as you do.