Terrible hotel!!! Stay somewhere else
03/06/2018 RKe4, Missouri City, TX
We spent one night in this uncomfortable hotel. The air conditioner wasn't working properly and our room never cooled down. Our non smoking room reaked of smoke. This hotel was also very musty smellin... more
We spent one night in this uncomfortable hotel. The air conditioner wasn't working properly and our room never cooled down. Our non smoking room reaked of smoke. This hotel was also very musty smelling. We were with a large family group and everyone talked about the odor at this hotel. We did not try to change rooms as the hotel was completely booked for the night. It was late and we were too tired to try to switch hotels. Then when I got home I checked my bill and they put 3 charges on my account for 2 rooms. I was told by Fernando that this was due to a hold on my credit card when I made the reservation. However, all 3 charges posted on the day of checkin. There was no charge or hold placed on my credit card when the reservation was made. I will be talking to the manager. DO NOT STAY AT THIS HOT, SMOKEY AND MUSTY SMELLING HOTEL. There are much better hotels in Rockwall with comparable prices!!! less
Himmat C, General Manager at Best Western Plus Rockwall Inn & Suites, responded to this review
I am sorry you did not enjoy your stay. I only wish you would have said something when you checked in. We would have gladly fixed the problem. Even installed a new AC unit if needed. As far as the credit card issues, on the day of arrival every credit card is authorized for one night stay. This is to validate the credit card and guarantee the room for the evening. At the time of check out the credit card is charged and the authorization hold is released. It can take several days for the release to reflect on your statement. This depends on your bank. Thank you and have a blessed day!