bestwestern.com

BEYOND disgusted.

We booked for 5 nights. Upon check in, we waited and waited to be seen at the check-in counter. When we finally were met at the desk, a young man came out from the back- OBVIOUSLY having just woke up. We interrupted his slumber. We checked in. He assigned us a room and gave us a key for a room that was already occupied!! We walked into someone else’s room. Ok, honest mistake!?! Went back to the check in counter, he was obviously bothered by us inconveniencing him and his rest but assigned us a new room. Went to the new room. Key didn’t work. Ok, still no biggy!?! Went back and we did this TWO more times (so this is the 4th time in total) before we got a room that was actually vacant. Our reservation was for five nights. On the 3rd day we informed the front desk that our room had not been cleaned and we needed towels, toilet paper, trashed removed, toiletries, etc, ie the room need to be cleaned. It was still not done on the 3rd day, so we notified them again the next day (the 4th day) and again asked nicely that the room be serviced. Came back after being out all day on the 5th day and the room was sill not serviced (5 days in a row). By now we had 5 days of trash, trash bags full of food items, moldy towels, etc. it was foul! It smelled terrible! Went to the don’t desk to tell them and was told to put the moldy towels and trash bags outside the room door. In ADDITION to this, we had to go down to the desk EVERYday to have our room key cards reset as every time we left and came back, the key didn’t work. The cherry on top of this was our room had roaches. We have pics of the trash, heap of moldy towels and roaches. Edna at the front desk was great and apologized. She was sweet and was very apologetic (although it wasn’t her fault). After putting the trash and towels outside the door, we went down and got fresh towels and toilet paper and slept in nasty smelly room. It was 5 days of TERRIBLE! Will never stay here again!! Will never stay at a BW+ again. Edna said she spoke to the manager Kevin and he said “there’s nothing he can do about it because we booked through a 3rd party.”(Expedia) BE AWARE, the BW+ in Panama City will NOT honor their commitment to service if you book through a 3rd party- which 78% of customers do. This is their “guarantee” directly from their website….“Best Western Plus® goes beyond the expected, offering everything from well-appointed guest rooms to upgraded amenities. Connecting you to Best Western Rewards®, our award-winning loyalty program, we are committed to delivering the highest degree of hospitality and unmatched value — around the block and around the world”Needless to say, we did NOT receive the “HIGHEST DEGREE OF HOSPITALITY AND UNMATCHED VALUE.” In fact it was the antithesis of that! We are avid travelers and travel the world. I have NEVER written a bad review for any place in my life, until now. Stay elsewhere. Don’t ruin your vaca by risking this establishment. Disgusted!!

Date of experience: Oct 05, 2023