bestwestern.com

I would like to thank BW for ruining…

I would like to thank BW for ruining what was supposed to be a long racing/vacation weekend. When we arrived at the hotel my husband checked in was told there were 2 identical reservations. The hotel clerk couldn’t/wouldn’t cancel one of them because it was after the two day window. I had to call corporate (and look the number up myself) 30 minutes later one of the reservations did get cancelled. However, while waiting to get those taken care of, I noticed in a second story window a BULLET HOLE. When I told corporate, her reply was “well is it the window to your room” I told her it didn’t matter, I DID NOT feel safe staying there. I let here know we would talk to the person at the desk and call back if problems. My husband went in, got the woman at the desk who told us the BULLET HOLE was a crack. (BS) my husband stopped 3 older gentleman on there to check in (they were coach bus drivers) and they confirmed it was a BULLET HOLE. At this point, I got corporate back on the phone, and all she could do was make a ticket and call the hotel. She got back on the phone with me and told me the the woman at the front desk was busy. BUT out came that same woman to have a seat out front and light up a smoke. I told the lady from corporate we were going to grab some food and come back. We came back after picking up my son from the race track. He also didn’t feel safe after looking at the surroundings and the BULLET HOLE. My son and husband cancelled their obligations at the Fairgrounds Speedway and we turned right back around and head back to Northern Illinois in less than 24 hours. BW corporate nor the hotel in Antioch would refund us. The woman at the front desk was rude and insulted our intelligence by trying to say a perfectly round hole through a hotel window was a SCRATCH and instead of working through the issue with corporate, decided a smoke was more important. When I talked to Corporate a 4th time, all they can do as as notes to the previous ticket. So much for customer service. At least I feel safe know that we did not stay there.

Date of experience: Nov 03, 2023