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  • I booked 2 rooms for my graduation day. I requested to be having an adjoining room since my grandma is 78years old and need to be taken cared of. I also told them that she's in a wheel chair so we need ground floor rooms since they don't have elevator. They told me they won't be able to give us an adjoining room due to their occupancy. I told them i'm fine with it as long as we are closed together. They gave me 2 room keys for the room that they told me was next to each other. But apparently it was all 2nd floor. The lady at the front desk run to us and apologize that she gave us 2nd floor room by mistake. So i came back and told her "it's ok just give me another room that's in the ground floor" The lady couldn't find anything and called the general manager to come in and asked her to help her to find a room. She gave us 2 rooms that are just next to each other according to her. I came into one of the room and another guest's belongings are all in there. I got upset and came back to the front desk and told her everything. While i asked her for a compensation, she told me that i booked a smoking room and she just tried to accommodate me by moving me into the non-smoking room. I told her i am fine with smoking room as long as it's clean and doesn't smell like smoke. She blamed me for what i booked and i didn't give them a call after i booked the reservation. The way she talked was very insulting, unaccommodating and was very rude. I couldn't believe a general manager would do that to a guest. She again gave me a room key to a ground floor room that she said is a non-smoking room. Apparently when I got into the room it smells like smoke so hard. I told her i am not joking at all and i got really upset. I tried to cancel the reservation with the reason of they are very disappointing and unaccommodating. One of the employees told me that i should try to call Best Western Center to cancel the reservation, but they talked to the general manager and she wouldn't want to refund our money back. It is very inconvenience of us to stay with such a rude and unaccommodating field. I couldn't believe that big hospitality brand such as Best Western would hire someone like the general manager who is very rude, insulting and impolite to the guest. I require her to apologize but she never apologize to my family.
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