bestwestern.com

I was literally ROBBED by this hotel

My fiance and I traveled from Houston to Lubbock for a family funeral. We chose this location specifically for the balcony. We checked in and went to our room and started unpacking. The living room area carpet was specked with detritus as if it hadn't been vacuumed, one of the balcony chairs was broken and the AC unit worked for about 3-5 minutes and shut down. I tried to use the room phone to call the front desk, but it just said the mailbox was full. I googled the front desk number and told the woman that the ac and chair were broken. She said she'd send maintenance up. That was about 6:15. At 7 I called back and was told maintenance was at another facility and was on his way. At 730 I called and she said 2 maintenance workers were coming. The room was hot! We opened the balcony door to let in a breeze. Finally shortly after 8, 2 maintenance men arrived. They said they'd get to work and we went out on the balcony, I told them to let me know what's going on. Around 830, we watched them leave the room. One came back up and said we were being moved. He handed me new keys for 2 rooms down and told me "Make sure to take the other keys to the front desk. FIRST example of TERRIBLE customer service. We repacked our things and moved. We got into the new room and there was no balcony. They didn't tell us, but let us discover it on our own.I went to the desk and said" The new room doesn't have a balcony". She looked me in the face and said" yep"I told her I paid for a balcony room. She shrugged and said "Don't have any". I was thunderstruck by her flippant attitude. I said I understood, but wanted to be refunded for the amenity I didn't get. She said she can't, refused to call anyone who could and told me to call customer relations. I did, I spoke to Alexis No one helped me Saturday, no housekeeping Saturday, they didn't set our key cards for Saturday. Housekeeping never came by. Upon checkout, the manager was combative and rude when I asked for compensation. Customer relations has yet to contact me as of 05/01.

Date of experience: Apr 24, 2025