NOT "Pet Friendly"!!!!
31/12/2017 Christine N, Dallas, Texas
We travelled with our 7 yo son and 15 yo terrier and requested a pet friendly room on hotels.com. We chose this BW HOTEL for the indoor pool so that after 10 hours of driving, we can all unwind in the... more
We travelled with our 7 yo son and 15 yo terrier and requested a pet friendly room on hotels.com. We chose this BW HOTEL for the indoor pool so that after 10 hours of driving, we can all unwind in the pool while allowing our 7 yo son to let off some energy. When we arrived, we were put in a motel room across the parking lot with cold tile floors. In order to use the pool, we had to walk across the parking lot in the cold and snowy weather! That was never communicated on the website nor by BW's staff when she called to confirm our "pet friendly" room. Please DO NOT call yourself "pet friendly" when you charge extra for the service, then treat the pet and its family like 2nd class citizens! When we arrived at our final destination, our son was sporting a fever, cough and congestion... probably from the wet hair walking across the freezing outdoor temperature. We will NEVER stay at another BW hotel...
Bernadine B, Manager at Best Western Plus Raton Hotel, responded to this review
Thank you for taking the time to share your review. We appreciate and genuinely use all feedback to improve. We are sorry to hear that you did not like the separate pet friendly rooms. We do welcome our furry friends and even have dog biscuits available at the front desk. But we also have to consider other guests as well and have a separate area for guests traveling with pets in consideration of other guests who may have pet allergies. We do have 2 sets of public restrooms in the hotel available for use to change and dry off and are always happy to help in any way that we possibly can. Thank you once again for taking the time to share about your experience.