Check in was a nightmare! It took the two people at the front desk more than 30 minutes to get us a room - that we didn't book by the way. They couldn't give us the room we reserved - an Executive King Suite on the ground floor (we have service animals). They only had one on the 4th floor. We are seniors and have health issues so with the dogs it would have been impossible to be on the 4th floor. They gave us keys to 3 other rooms for us to look at. We chose one of them (not a king suite) but they said they couldn't change our rate even though the room wasn't what we booked! The gal took us to another room on the ground floor that was a tiny king room. The only good thing about it was it had patio doors for us to take the dogs out. The room was not cleaned properly - let alone disinfected like the new Covid-19 guidelines state they should do. The vanity in the bathroom was filthy with soap scum and dust and dirt all over the front of it. There were long black hairs and shorter curly ones in and on the side of the tub (my hair is white/grey and my husband doesn't have any!). The carpet was stained and filthy as well. And when the gal took us to show it to us she had to grab a trash bag off of the counter where the microwave was! Dried blood on the hall door and one of the lampshades. Thank heaven we brought our own Clorox wipes and Lysol cleaner with us. I had to clean everything before we took off our gloves to use any of it. We took the room because we had driven for hours and didn't want to have to find another hotel at that point. They were able to "offer" us the regular rate for the room they gave us for the first night and then raised it for the last 2 nights - a Monday and Tuesday! SO why couldn't they do that for the room we chose earlier?
Also the guy at the front desk (Manager?) told her in a foreign language that she couldn't give us the executive King Suite (room type we originally reserved) on the second floor that she told us she had available, because it wasn't near the stairwell. However it was directly above the room we stayed in and that one was next to the stairs and the exit. Was he discriminating against us because we are seniors? Isn't that age discrimination? Why didn't he want us to have the room we booked? It's not like we weren't willing to pay their exorbitant rates (even in this time of coronavirus where you would think they needed any business they could get) after all we reserved the suite in the first place so obviously we were willing to pay for it. And to charge those rates is price gouging in the first place, since the restaurant was closed, the pool was closed, no room service, no grab and go breakfast as promised at time of reservation and limited staff. You think they would offer much reduced rates. But it was the opposite. Are they charging the guests they DO get higher rates to make up for their losses over the last 3 months?
And to add insult to injury, they turn the sprinklers on (manually) at 9:30 - 10 am and they spray all over the walkways and the grassy areas and patios so that you can't get to your car! My husband had to call the front desk to ask them to turn them off so we could leave the place.
It's obvious they just don't care about their guests. They got our money and that's all they cared about. We will never stay there again. In fact, I doubt we will stay at any BW from this point on. How this hotel ever got the "PLUS" designation is beyond me. And I would know since I was a manager of Best Westerns for many years. I know what their standards are - or used to be, at least. less