It’s unfortunate that I have to write a review like this.
I’m not a negative person and am generally agreeable. I do however like things to be handled in a straight forward and honest way. The review below exists because this Best Western Plus did not chose the straight forward and honest path.
If you don’t want to read on, know this. If you are traveling with a dog, stay anywhere else. This Best Western Plus charges an exorbitant $30 per night pet fee, and that fee gets you the worst room on the property. That’s exorbitant for a 2 1/2 star hotel, equating to a 30%+ tax on the room rate.
I booked two nights at this hotel through the Hotwire app, after having sorted by “pet friendly,” which this hotel is listed as, I selected this property. Nowhere on their app listing with Hotwire do they acknowledge any fee (resort fees are commonly listed and I happily pay them when they’re disclosed). FYI when booking through Hotwire you prepay and bookings are final.
When I arrived, I went through the check-in process, and received my room key, while my wife and dog waited in the car. After receiving the check-in key, I returned to my car, my wife and I grabbed our bags and dog, and headed to our room. Upon entering the hotel, we were immediately chased down and told we were going to have change our room and they were going to charge us the $30 fee per night. So standing there in the middle of the lobby with all our stuff, in front of other people, I was forced into an awkward situation where other people were watching (and petting my dog) while I asked questions about this sudden charge and room fee that was thrust upon me after I had already checked in. I was told I would have the opportunity to speak with the manager at a later time.
A note on the “dog friendly” rooms. They’re on the first floor, facing the parking lot (nearly a garden unit). Plenty of foot traffic going by plus the loud interstate and casino next door. Oh and it’s a single queen bed. You pay upwards of $40 for this luxury.
Upon checkout I attempted to address this with their manager. There was no interest in the customer being right. There was only interest in proving to me that somewhere in the fine print there was language denoting the $30 per night charge. Despite me showing her the process on my phone which I used to book the room, and it being clear that there was no fee listed, she stepped aside for 5 to 10 minutes going through her phone and every page on the website(browser version) trying to find their pet fee language. After some time, she did produce the language on the browser version(not the app). I pointed out that if it took over 5 minutes for her to find their pet policy in the fine print, then perhaps it’s an issue with transparency and that my issue with lack of disclosure still stands. Her response to me was that I should have called them.
To the extent at which they (Best Western) stuck to their guns on this fee to stick me with this $60 (plus tax!) charge, I eagerly await their reply to this review . There is no intention by them to do right by their customer (I don’t anticipate their response offering a path to make this right), only to extort you for their pet fee. I hope they enjoy the $60, because as someone who travels a lot, all future $$$$ will be going to pet friendly chains like Kimpton or La Quintana. And I hope all the future customers who search dog, dog fee, dog charge read this review and go elsewhere with their dollars. less
Jenefer Smith, General Manager at Best Western Plus Lacey Inn & Suites, responded to this review
On behalf of BW Plus Lacey I I apologize for not meeting your expectations. In regards to your concerns about the pet fee and the rate you paid . These should be addressed to the 3rd party site (Hotwire) where you booked your reservation.
As a consumer or a guest, it is our responsibility to read the TERMS AND CONDITIONS before we agree to what we are signing or paying for. We have to realize that we cannot blame other people of our actions. By choosing to stay with us it shows that we are better than our competitors , My suggestion for your future reference in traveling and staying in the hotels please give them a call so they can accommodate any of your request ahead of time. By the way Hampton Inn and Suites as far as I know they do not accept any pets , La Quinta yes they do.