My husband got me a night here for Mother’s Day, how sweet I know. So I go to check in and mosey on upstairs to my room but not before I was greeted with a scary looking man sitting at the door smoking weed. I get up there and boy my husband outdid himself. I just wanted to sleep for one night, he got me the suite with the jacuzzi tub! I went to slide onto the bed and watch tv while I napped all day enjoying my sleep and day off when I realized the TV remote didn’t work for the bedroom. I thought, this is fine I’ll just nap. Then I went from the bed, to the jacuzzi tub, and back to the bed where I ate my leftovers from lunch for dinner and passed out. Pretty nice night huh? The next morning I wake up and clean the hotel room, I’m pretty good about that. Mind you I didn’t do anything but sleep in the bed and get in the tub. Everything else untouched. I blow dry my hair after my shower and it’s almost 11(checkout) So I think alright I’ll put my stuff by the door ready to go when housekeeping knocks I will be able to walk out and let them in to clean. No big deal. I wanted to curl my hair for the first time in months because if you’re a mother of 3 small children you know that’s a luxury of the past. So I’m done, putting my shoes on. No one ever came to my door. I had one shoe on and the housekeeper knocks, it’s 11:32 maybe earlier but not later. I open and I say I am putting my other shoe on and I’ll be leaving and she rudely says ‘well you need to call the front desk because we don’t come back so they charged you another night’... 2 minutes past the 1130 mark... wow. Okay so I don’t want to hold her up. I throw my shoe on and I’m out the door before she could WALK down 4 hotel room doors. I get down to my car and check my bank account, they sure did charge my card again! So I call, my call log stated I called them at 11:43. Less than 10 minutes past charging time. She tells me yeah no problem it can be refunded just call on Monday when the GM is in. Okay. Sounds good. I call all day Monday and finally a director is in, I believe her name was Ashley. I explain to her the situation and she tells me that she was told I was in the room all day. Well Ashley how would that be so when I live over an hour from this hotel and I was with my family at home before 1? She then tells me it’s policy and I wasn’t out by 1130 so she’s not waiving the $190+ charge put on our card for the extra night I paid for. I asked for corporates information to which she replied verbatim ‘best westerns are privately owned so you go for it’. What kind of customer service DURING A PANDEMIC worst of all is that? Worst of all I used to work in the hotel industry for a good part of my 20s so I knew to go on and make sure they had my room type available and the price the night that they charged me for and they had multiples of the room type available and for much much cheaper than the $180 I had paid for a Saturday night stay with them. Meaning no one even planned to stay in the room I had stayed in. I am so upset about this whole thing. Outside of policy, there is compassion needed when it comes to customer service. And this place does not have it. May be privately owned, but I will NEVER stay at a Best Western again. less