Best Western Plus Mission City Lodge — Attraction in Mission

Booked a pet friendly, kitchenette suite. Came to check in with our groceries, nobody at reception said anything was amiss even when they saw us come in with bags of food for our stay.

Entered room and realized quickly, there was no kitchenette. Went to lobby and they told us they couldn't fulfill their obligation to book us into a kitchenette suite due to a maintenance issue, but that they had "upgraded" us to our current room. I asked what made it an upgrade and was told it was a newer room and it cost more. I told them that doesn't have value to me, I booked a kitchenette. They said the manager had changed the booking and I would have to speak to him but he didn't work weekends, specifically giving his business card as the one to contact.

I called the manager (Chester) the following week and spoke to him about it. He acted like he had no idea what happened. We tried to come to an agreement on compensation for the inconvenience of changing my room without warning or notice. Since we booked through a 3rd party site, he said the only compensation he could offer was at that specific hotel (I had no intention of coming back anytime soon) or Best Western reward points totalling 30% of my overall room cost.

I agreed and made an account for him to add the points to. He added 5,000 points (much less than half of what would amount to the 30% he promised). When I contacted him, he said he would add more, and increased it to 7,000. When I contacted him again to say that was still nowhere near what he promised in his previous call, he ghosted me. It's been over a month now.

I don't think he ever had any intent of fulfilling his promise.

Chester, it's not about the points anymore, you can keep them, the point was that you couldn't fulfil a room booking you promised, then tried to squirm your way out of it when I called you on it and ultimately ignored me hoping...

Upon check in, I needed explaining on why my credit card had a hold on it for the entire price of the room + security deposit, never have I seen that before. After their explanation of the non smoking policy linked to the deposit she gave us clear instructions on where to go to smoke, later that day one of those check-in girls walk right out the front doors and lit up a smoke, right there, at the door. We found evidence of bed bugs, in room #405 clear as day, of course I took photos and went downsrairs to show. Right away without hesitation one of the girls said we need to put your clothes through the dryer twice, too obvious that this was not the 1st time she's dealt with this. Manager came up to #405 to tell us that this specific room was just cleaned for bed bugs, therefore impossible to have bed bugs now? I'm pointing to the gross evidence on the mattress cover and am gobsmacked as he keeps saying "trust me" "trust me" . They put us in another room, but I would have been out of there so fast if it wasn't for a wedding and many of my family members were booked too. Check out was met with complete mockery when I was asked how was my stay, and I said horrible, he was an absolute condescending ass. I'm keeping this pretty brief because I ran out of characters my last attempt, but oh so much more. My nephew found a bug crawling on his bed, he was told it's a carpet beetle don't worry about it. Not an apology, but he did give a different room to him but he was charged an upgrade fee at check out? We were so grossed out the whole time we were in that hotel, I had the heebie jeebie's the whole time. I'd like to see my money back, I would not have been there if I didn't have to be, honestly. It's pretty hard to be around your whole family at a wedding and be terrorized that I'm infesting everyone. So disappointed and grossed out,...

My boyfriend and I stayed here last weekend for a wedding. When we got to our room we were immediately hit with the smell of cigarettes, it seemed to come from the bathroom but made the whole room smell. We thought maybe we had accidentally booked a smoking room (if those even exist in 2025) so we approached front desk and were told that the facility was fully booked so we could not be moved to a different room, but they would try to clean again while we were out for dinner. When we returned they apologized and said the smell was still there, but they would try to move us for our second night. We spent the night with headaches and worried that our clothes would absorb the smell.

The next day we were able to be moved into a smell-free room down the hall. My boyfriend asked for either a half or full refund for the first night because it doesn't seem fair to pay the same amount for a room that was not up to standard or as advertised. The first dozen or so pictures on the website are also of the newer rooms which are only in half of the hotel, so we paid the same as our friends who got not only a smell-free room but a newer, nicer one as well?

The manager gave him a 15% refund which is a slap in the face as we paid $225 for each night, one of them in a falsely advertised room.

I understand it's not their fault, but it is on management to make it right or we will not be staying with best western anymore.

The only good thing I have to say is the two staff members at the front desk who helped us were very kind and did their best with the...