I've stayed in hundreds of hotels, but have never encountered such terrible customer service. I've never refused to stay in a hotel before, but this one I refused to stay in. I've never stayed in a Best Western before, and my husband and I decided to stay here during a weekend trip to Chicago, BAD CHOICE. The lobby was filthy and had muddy foot prints all over and wet floor signs, why they put the signs up instead of cleaning it I don't know. They couldn't find our reservation at first either. My first impression of Best Western wasn't the best but we went with it. Upstairs, we walked into our room and it was ridiculously hot in there. The air was on, but wasn't working and would blow cold air for a few seconds, then warm. We thought maybe it was the settings, we double checked it, moved the setting around, switched it to just fan, trying to do anything to cool the room down. It had to be at least 85 in the room. We opened the window, and continued trying to get the air conditioner working for another 15-20 minutes, but nothing worked. We then tried to call down to the front desk to see if the maintenance person was available, but the phone didn't work. My husband went downstairs to talk to her, and she was extremely rude to him. Apparently no one could look at it to try to fix it, and the hotel was sold out, so there was nothing she could do. My husband told her it was too hot to stay in and she said she was sure it would get cold. She said the only thing she could do was give us a refund. After he came back, we waited a few more minutes to see if the air or fan would work at all like she said, but nothing happened. He went back and told her we couldn't stay and wanted a refund. She then said she couldn't give us a refund because we booked through Expedia, but if we wanted to we could just sit in the lobby. I don't know what she even meant by that, because they couldn't provide us a nonsmoking room with air conditioning we could just sleep in the lobby? While we were packing our things back up she told us there are a different room down the hall we could have (apparently it wasn't sold out?), so we agreed to that. When she came to our room to tell us about the other room, she agreed it was extremely hot in our current room. However, upon opening the door it was obvious it was (or used to be) a smoking room. It smelled terrible. As I said, I've never left a hotel in my life, but I refused to stay there. The rooms were bad enough, but the customer service was outright ridiculous. I've never been treated so badly anywhere in my whole life. She was literally laughing at us as we left, I couldn't believe it. I called Expedia to ask for a refund later that night from a different hotel, they said since it was nonrefundable, after explaining what happened, they said they'd call the hotel and ask them to grant a refund. They called them with me still on the line. The front desk lady REFUSED to grant a refund. I couldn't believe it. Like I said, I've never stayed in a Best Western before, so I don't know if this is how the company usually runs, but it was the worst hotel experience I've ever had. Expedia's customer service said they'd call and get in touch with a manager to see if I can get my refund. I'll update when I hear back.
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- Also Known As:
- Best Western Westmont
- Westmont Best Western