I'm not able to rate the hotel because we never made it there. This is to rate the customer service at the hotel. I had reserved two rooms as we had 5 people traveling from California to North Carolina. Our vehicle broke down outside El Paso, Texas and it would have been 4am by the time we arrived at this hotel. At approximately 3pm on date of arrival, I called to explain our circumstances and that one of the passengers was 83 years old. I was greeted with the answer of "we have a two day cancellation policy." When I explained that I didn't know two days ahead that we'd have car trouble, the answer remained the same. She said she would check with the hotel manager, but we never received a call back. When I called again to inquire, I was given the too bad, so sad policy again and charged 150.00 for two rooms we never slept in! Thank you Best Western. I was a Rewards member but will never use your chain of hotels again.
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