Room had TERRIBLE mold odor, hotel is run-down and main areas not clean, questionable neighborhood, MANAGER VERY DEFIANT
Please consider the following when booking a room at this hotel... my 12 year old was crying and panicking when we arrived after 8 pm. She was scared because of random people loitering in the parking ... more
Please consider the following when booking a room at this hotel... my 12 year old was crying and panicking when we arrived after 8 pm. She was scared because of random people loitering in the parking area and the general overall feel of the neighborhood. You know when you just get an instinctual feeling that you are not in the safest area of town. We all felt that, the adults and the children. There was an unsupervised toddler (I believe she was a child of an employee) that started to wander outside as I entered the lobby and I told the child to go back inside because it was not safe for her to be outside alone.
The first impression is that this hotel is far below the typical Best Western standard. The lobby and main areas are run down, dirty, and dingy. I believed that if I could just get my kids up to the room they would feel secure as we only planned to be there through the night and out the door before 6:30 am. However, upon opening the room door our were all taken aback by the most unusual STRONG musty odor. My friend had came up right after us after parking the car and when I met her at the room door, she said, "We CANNOT stay here!" I agreed. At that point the hotel was just not a fit for us at all.
I had booked the hotel through my credit card company and I did book it as a refundable room rate. As I shuttled my crying, panicking kids and luggage back to the car, my friend went to speak to the front desk. That gentleman was actually pretty nice and he said that we had to contact my card company for the refund of my money.
Here is the part of this entire situation that I am most disgusted with. A person can imagine that sometimes a hotel just isn't a good fit for and any decent hotel would understand and accommodate. We were in the building for less than 10 minutes total, never sat on the bed in the room, never used the bathroom... so one would think a simple refund of my REFUNDABLE room rate would't be too much to ask. WRONG!!!
My credit card company had to call them 4 times over a period of days trying to address this simple refund request!!
Today the manager, Christine, was rude and defiant to the credit card agent. He actually had to call them back after they purposely left him on hold because they knew he was from my credit card company.
I want to note that I was responsible and called my credit card company immediately (the same night) after we found another hotel and were able to check in. My credit card agent placed me on hold and called the hotel stating that this is not usually a problem as the hotel just needs to approve the refund. They were told that the manager just left for the day 10 minutes ago (it was after 9 pm) and that we needed to call back the next day. I don't believe that for one second. The next day the manager wasn't in either. That brings me to the call today with Christine.
They refused to give refund my money back when the credit card representative spoke to them. He said that Christine was VERY defensive and short with him. Christine said they immediately went up to the room after we left and took pictures. I told them I never said there was anything specific to the actual room regarding cleanliness as we knew the minute we opened the door that staying was not going to work with the stale stench. We didn't even turn on a room light. Given my children were in full panic mode with feeling overall unsafe in the hotel I was not able to work out another possible room at the front desk. They are maintaining that the room was not dirty therefor they will not refund the monies. I believe they need to examine the entire situation, but they will not even listen to try to understand.
I called the hotel myself after my credit card company representative told me that the hotel management was refusing to refund my $150.00. I started to speak to the front desk agent who asked to put me on hold...see the pattern?... I told her no I was not interested in holding. She told me she had to go punch in that she just got there (4:24 pm) another lie. Then when she returned she mysteriously turned into the manager Christine!! What? Who went on talking over me, telling me that I didn't need to explain why I was calling because she had already been listening to my complaint when I was telling the original front desk associate who originally answered my call. She said they were not going to refund my money and they were done with this issue.
I told her that I would be writing a review to reflect my experience and she said go right ahead and we will reply and also post the pictures we took of the room after you left. She also stated that there was video and audio recording of us saying that we wanted to leave before we even got to the room. I told her that the video and audio was of MY CHILD who was crying and scared out of her mind by the neighborhood, loitering in the parking lot, the old run-down conditions of the main areas. My daughter actually said, "Mom, I think I'm going to have a heart attack!" I never said that the room itself was unclean and they are saying that I did and that since it was not they will not refund my money. I'm sorry my child was in full panic, it was late at night, I personally didn't feel all that safe either. I got the run around for three days from this hotel on a refund and they were already defensive before we could talk about all the reasons we needed to leave.
My credit card company is starting a full complaint and they told me that after their review they may take this hotel option off of their travel site due to not only the reported conditions but also how the hotel manager treated them as well. I hope that is the case so no one else has an experience like this.
I want to note that I have never left a hotel before. It is unfortunate that the management could not handle this appropriately. They want to be right and they want to keep their money. Customer satisfaction is not a high priority. less
Best W, Guest Relations Manager at Best Western Shakopee Inn, responded to this review
We are so sorry that you felt unsafe as that concern was never relayed to our staff. The comments that were made were of the room not being cleaned at all. Then the story changed to the musty odor smell the next day after the credit card company was informed that management had checked the room & found that it had been completely cleaned & that there were pictures to verify. Only after the you, the guest, called the manager personally & were informed of surveillance did you say anything about your child being scared. It is our hotel policy to charge any reservation that was not cancelled 24hrs prior to check-in. We felt your reasoning was not justified therefore you were refused a refund. Never once have we ever had any issues with security & work very closely with the Shakopee police department. We are sorry to hear that there were people in the parking lot on a sold out weekend night. Our parking lots are illuminated in high-definition lights as well as surveillance cameras on every inch of the property. Please have a nice Day.