DO NOT STAY HERE: Car broken into, terrible management, reeked of cigaretted, and outdated
We stayed here on the last night of a trip from California to Missouri (Mon, 4/6/20) and were terribly disappointed. We have stayed at several Best Westerns along the way and came to trust them as a reliable, clean, and safe hotel. This one was quite different than the others! As we walked to our room, the smell of cigarette smoke was almost choking, but thankfully our room did not stink too bad. The king size bed had 2 small pillows (literally almost the size of throw pillows on a couch) and no others. Decor was terribly outdated, but at least it was clean. All of this I could typically overlook, however when our car was broken into, management did NOTHING! We reported the break in the next morning to Fernada (front desk person who was very nice) and she showed my husband that our car was parked dead center and spot on to 2 of the security cameras, so we should be able to get good video of the perpetrators.
She also took our number and said the manager, Mila, would call us later that day. We never received a call, so 2 days later I followed up and had to call back twice to finally speak with the manager. She first said that our car was not visible on the video feed...a blatant lie, so I called her out and told her that Fernanda had already showed my husband our car was directly seen by 2 cameras. So, she gave me the brush off and said, I'm gonna need a few days to do this, call back next week. So, I contacted her back on Tuesday and figured this was >1 week after the incident in a slow time, she should have plenty of time to review the video. She again dodged all questions and said she looked at the feed, but "couldn't see anything". I kept pressing because she wasn't clear as to what that meant and she proceeded to say "it's blurry, I didn't see anything". Basically giving me plenty of excuses and then she finally said, "I am not experienced with this, call the police and they have far more time and research to do this type of thing?!" She did say that she was going to have her young associate who was more skilled with video/technology try to look through it as well and I should call back in a couple days. I gave it a week and contacted her back the following Wed to see if the young associate was able to find anything on the video, but she didn't even know what "young associate" I was talking about, clearly meaning she hadn't done anything else with the video. I reminded her of what she told me the previous week and she told me, "right, but you never called back, and now we may not even be able to see the video anymore because they only keep it for 14 days." At no point had she mentioned this, but I asked her to please see if it was available and at that point she offered to send me the video via email by Friday, or at least contact me to let me know if she could still retrieve it. Friday came and went with no email or call. I finally called back Monday (exactly 3 weeks after the incident) and she again said they couldn't see anything and it was completely blurry and that we needed to file a police report and the cops would have far more time/resources than she does. I asked why she never called or emailed me to let me know of this and her response was "because I never said I would." She clearly did not care at all that our vehicle was broken into and while the items stolen totaled may $200-300 in value, I would have thought she might have showed at least a small amount of concern or effort to help us out. I would NOT recommend staying at this Best Western as it is not like the others in the brand, management has no pride, cars are unsafe in parking lot despite video cameras, rooms are outdated with tiny pillows and the "no smoking" policy is a joke. less