I earned gift cards from previous stays as a BW rewards member. After calling multiple times and multiple promises of sending said gift cards, I was given the gift card numbers over the phone. The customer service representative promised I would be able to redeem the cards by simply presenting the numbers and expiration date given at check in. She assured me it would work and even booked the stay for me at the "lowest cost". (15 mins. later I checked prices myself on the BW member site and they were in fact NOT he lowest prices, having booked $50 MORE than priced online) anyways, on the evening of checking the front desk rudely told me that I needed to print them out. I tried to explain to her, but she did not want to hear it. I tried to show her my phone where it clearly showed I earned the gift cards and she said " there is nothing on your phone that can help you check in" . furthermore, when calling her manager to double check she plainly said " there is a guest trying to check in with hand written gift cards." without explaining to the manager what the situation was. they offered no solution, and I was left to pay. beyond that room smelled of urine, floor was FILTHY, and there was hair on the sheets. less