I’ve stayed at over 100 hotels in the last year and I have given about 50 reviews on trip advisor and this has to be the first time I have experienced such a lack of professionalism from such a large chain hotel. The is my first time trying a Best Western and after checking in I noticed a dirty toilet with mildew and a dirty bathroom floor (as seen in the attached pictures). I did not think much of it and thought this must be normal for the Best Western Chain. I get into the shower and begin to take a shower and look down and notice the tub was not draining and feces was coming up from the drain. I jumped out and called the front desk and spoke with Chantele. She said give me a minute I will have some one come and fix it. I waited for 20 minutes and no one came so I called back again and Chantele said she called the guy to fix it and she will call again. I waited another 20 minutes and at this point I go to the front desk and ask for another room. During this time I was nothing but very professional with the staff and I asked Chantele for another room and she said no room other than smoking. As an asthma patient this was not going to work for me and I asked Chantele for a refund. She said let me ask the manager Kim. Kim said I could get my money back. After checking into another hotel. I called back later to see when the refund would post and Kim now says the room was trashed and refused to give me a refund. I said how can the room be trashed if I was only there for 40 minutes and used only two towels. She said housekeeper manager said it was. I said go check for yourself the room was not trashed and to even say that is so tacky of your organization. She refused to go check the room and refused to give me my money back. The housekeeper who lied and said the room was trashed needs to terminated for conduct unbecoming and at least Kim needs to be trained in hospitality and customer service.
9475 Highway 49 Gulf Port, Mississippi USA