I booked the highest category room they had. Checked in, promptly went up to my room. I entered the room- and don't even know where to start. It was tiny- it was supposed to be the largest room (the entire category is) and it was small. Not only that, the hotel is clearly so old, the floor sagged- from the carpet in the main part of the room, to the tiles in the bathroom, Then we get onto the colour scheme- 50 shades of beige- the colour scheme of the room was so ugly, dated and depressing. Even the bathroom was small, and for some strange reason- it was just a shower, but the it wasn't level with the floor- it was raised a step up from the floor.
Now onto the customer service- credit where credit is due- the restaurant staff (with the exception of one)- super lovely and the food was ok. The reception however, I cannot say the same. As a customer, I am not a fan of being lied to. The day of my check out, I requested a late check out- my flight was early afternoon, and I asked if I could check out at around 1-2 (only a few hours after the 11am check out) and even offered to pay extra for a late check out. The receptionist told me that they were fully booked that night, and that wouldn't be possible. A quick check online revealed this to be untrue, and they had a decent number of rooms available in all room categories. There was no good reason the request couldn't be accommodated, and the receptionist handling it was unprofessional and rude.
To add- I also called best western to follow this up and provide all this feedback, and they promised they would get back to me and never did- appalling, and I will never stay at a best western again, less