Anonymous

We checked beds ahead of time & saw nothing. We both woke up the following morning & found bugs in both beds. When we crushed them, they were all blood-filled. The front desk immediately reimbursed me for the room, without inspecting the room or anything. While the manager claimed this was the first time such an incident happened, wouldn't you have wanted confirmation of a problem then, before losing money by giving a reimbursement? I emailed Best Western corporate to advise of the problem & was told that incidents like this remain on the hotel's permanent record, which is reviewed yearly to determine if the hotel should stay a Best Western or not.

• Bedbugs Found
• Requested Refund

Anonymous

I booked two nights at this hotel for a colleague who was traveling for a work certification program. She spent a few hours in the room after checking in before realizing she was being bitten by BED BUGS. If you can stomach it, see the attached photo for proof. She went down to the front desk to request a room change and she was told there were no other rooms. They told her there was nothing they could do, and the lady assisting her even suggested "changing the sheets" or "moving the mattress to the floor so [the bugs] wouldn't be able to reach her". Neither of these suggestions are adequate solutions for a health issue like bed bugs. After making her wait in their lobby for two hours, the night auditor finally offered to move her to another Best Western (something they should have done two hours ago) and told her that they would pay for the new room and pay for the cab to the hotel. Neither of these payments happened. We have been charged for all of it. After a sleepless night plus a conference the next day, she opted not to stay at the hotel the next night. We've been charged for THREE nights of hotel stays plus cab fare to the hotel for a total of maybe 10 hours at either Best Western hotel. Upon contacting the hotel manager, he said they do not have a bed bug issue (despite the previous registers on various bed bug and trip advising sites), and denied that their night auditor told my colleague that they could change the sheets/put the mattress on the floor. The manager REFUSES any sort of refund for this incident AND hung up on me. We have been charged for services that were not provided, i.e. a bed to sleep in. TERRIBLE customer service and DISGUSTING health conditions. We will never stay at another Best Western again. I did not want to have to go out of my way to post this experience on every possible hotel review site, but others should know that this hotel will NOT do the right thing when met with a customer service, but WILL have the audacity to be rude enough to hang up on you PLUS give you bed bug bites.

• Bedbugs Found
• Requested Refund