DONT DO IT!! If you do watch your bill!!
31/07/2017 H9715XYmichellep, Prescott, United States
I was there with 8 friends to celebrate a birthday we were in King Suite room. This entire stay was a HOT MESS from the get go! Front Desk Staff was rude, uneducated in the policies and quite frankly ... more
I was there with 8 friends to celebrate a birthday we were in King Suite room. This entire stay was a HOT MESS from the get go! Front Desk Staff was rude, uneducated in the policies and quite frankly I believe one of the workers at check in was drinking on the job or had several cocktails before as she smelled like a alcohol distillery. I checked in and paid $536.25 up front in cash for my 2 night stay, as we were all sharing the room and my 8 friends all pitched in cash to pay for the room. The staff wanted to charge another $536.25 on my credit card "hold for incidentals" I told them this large amount was unnecessary hold since I paid cash ($536.25) up front for room and the balance was paid which insured I would “skip out” as the front desk clerk said without paying!! Clearly I was paid in full as I had paid $536.25 up front in cash!. I was willing to have $50-$100 on hold for incidentals but no more. They continued to argue and tell me if I was not willing to let them charge a hold for $536.25 on the card they would not help me and I would have to find another hotel room, AGAIN I REPEAT! I had 8 people meeting me to stay at the hotel for the birthday celebration. TOO BE CLEAR AGAIN! I paid them $536.25 up front in cash for the balance of the room paid in full. After about 20 minutes back and forth, arguing and being treated like I was some idiot, heathen who was going to run a crack house from the room they agreed to hold $100 on my card excessive if you ask me since they had $536.25 in cash, but I didn't want to argue anymore and make my friends wait any longer than the 25 minutes they had been waiting in the car! The room smelled like stale wet carpet, the floor (carpet) made our feet black when we walked around without shoes, we found several bugs crawling in the window areas and the stairs leading to the parking lot and room were filthy with old wet toilet paper, wrappers, cigarette butts etc… another group of my friends rented a single room and had to be moved because of 2 live cockroaches crawling in the room!!! Well as I went to check out on Sunday 7/30, the girl at the counter told me I had a $100 balance due AGAIN I PAID $536.25 UP FRONT IN CASH FOR THE ENTIRE ROOM BALANCE AT CHECK IN!! I proceeded to remind her that the receipt shows I was paid in full, ANOTHER 25 minutes later and after several calls to Managers, they agreed someone made a mistake when they input my $100 hold as a "amount due" rather than refund for hold! Your Front Desk Staff spoiled my stay from the get go and then ruined it even more when I left. You need to clean the carpets in the rooms, spray for bugs, freshen up the décor and smells and hire people who belong in customer service and have a clue about how to run a hotel! The ONLY saving grace was the gentleman running the Breakfast Buffet, he was wonderful and polite and attentive! Make him your Front Desk Manager please! less
Debbie B, General Manager at Best Western Prescottonian, responded to this review
I am sorry that there was an issue with your check in process. As per hotel policy, our property does not accept cash payment or cash deposit at check in. We require all guests to check in using a valid credit or debit card which will be authorized for the full amount of the stay. If a guest wishes to pay cash they may do so at check out. At that time the authorization to their credit card will be reversed. This is a common policy at many hotels today and many will not accept cash at all. Our clerks tried explaining this to you when you made your reservation and also when you checked in. The check in clerk called me to the front desk when you arrived because you started yelling at her when she asked for your credit card and were quite abusive to her when she tried to explain that it is required by hotel policy. I waived the policy as a courtesy to you and explained that I would authorize your credit card for $100 as a security deposit. I can guarantee you that no employee “smelled like a distillery” as I do not drink, and since I was standing directly next to Sheri, I did not smell any alcohol on her. An employee who comes to work smelling of alcohol is terminated immediately. Sheri has worked with us for quite some time and is an outstanding employee. The clerk that tried to help you at check-out is a new employee in training. She did call me so that I could explain how to reverse it. Please take note that should you ever stay with us again you will be required to pay with a valid credit card at check in.