Best Western North Phoenix Hotel — Attraction in Phoenix

My wife arrived with 2 of our daughters at 1:30 am to check in. They checked her in to room #318. She arrived at the room, only to be met with an extremely strong odorous pungent Nicotine smoke smell, that stuck in your throat as you breathe. She immediately went to the front desk to request another room. That was the last room they had, But, the clerk did give her a spray, (see photo), to combat the smell. The kids were beyond tired and passed out in the room, so she stayed. The next day, I called the hotel, and spoke to Bianca, she put me on a brief hold, 5 min, then hung up on me. Then I called back, and the corporate reservation clerk answered, I told him the situation, and he agreed that was unacceptable, so he would transfer me to customer service,...then he disconnected me. tgen I called 2 more times...no answer. So, I called corporate customer service, Nick took my complaint, and said he would call me right back. After about 15 minutes, he called, said they had another room ready, Before he hung up, I asked who he spoke with, he said Bianca. I called my wife to relay the good news. She went to the front desk and spoke to Bianca, not even 3 minutes after my call. Bianca says, oh, we cant give you that room, cause all the housekeepers have gone home, and there will be nobody to service room 318. My wife texted me, and I called Bianca immediately, she actually answered, and said, Oh yes we are taking care of it right now, they are changing rooms. (between the time she texted me, and my calling Bianca, My wife said Bianca spoke to the manager, that told her to change the rooms. Bianca was resisting the manager saying that if 318 wasnt tended to by housekeeping, they couldnt rent it that night. She didnt want the hotel to lose money.) As she was moving rooms, she spoke to the housekeepers that said, the man that lived in theat room was a chain smoker. (How can you think that is acceptable to give to a customer?)A horrible first night!

The next day she dealt with Norman, who was a completely different personality, Super Attentive. and very CUSTOMER service oriented, Thank you Norman!

UPDATE

Just now, I read the response from the owner. It is obvious he cares about the business. So I called the hotel, explained to the hostess that answered, Sierra/Ciera, that I was the one that left the review, and would be happy to remove it, for the 10,000 points, and I would leave my name and number for him to call me back. I asked, you do know who the owner is, correct.

Sierra/Ciera : I wouldn't be able to give you that information.

Me: Sierra/Ciera, please listen carefully, I never asked for his name, I dont need it, I just want to make sure you can pass him the message.

Sierra/Ciera: If you are going to be rude, I am not gonna have this conversation

Me: I was the one that was treated like trash by the hotel, not you

Sierra/ciera: (hangs up)

So, again, I reached out to rectify, The Boss Ladies in the front treat me like trash, and ignore. You will notice I never used profanity on them, because I don't use it, ever. Owner and housekeepers, facilities maintenance and Norman, are wonderful.

The boss ladies in the front and discourteous and not even wise enough to listen and answer a simple question.

I feel bad for the owner, and now I will be adding my review to bestwestern, travelocity, expedia, trip advisor, and...

I had the worst experience at this hotel! DO NOT STAY HERE! I read the reviews of this hotel before booking thinking this place would be a great experience, have a peaceful sleep with my cat, enjoy time away, receive caring and professional customer experience from the staff, etc., and I did not at all! I specifically asked for a quiet room with my cat for one night, and I had the worst sleep and experience at a hotel. They had tree and landscape workers at the hotel at 5am trimming palm trees and doing yard work. While doing their tree trimming job, huge pieces of the palm trees would fall and hit the window of my hotel room, abruptly waking me and my cat up and scaring us. That continued, along with their other loud equipment for the next 5 hours!!! I called the front desk to complain. All they offered was to move me to a different room or give me points. I did not want to move to a new room at 5am and then have to leave shortly later that morning and check out. They already had the last pet friendly room available, which I booked. My cat wouldn’t sleep with me on the bed since he was so terrified and hid in the bathroom, behind the table and lastly underneath the bed. I had to lift up the bed mattress area to help get him out since he was still frightened and stressed. I wasn’t supposed to be checked out of the hotel until 12pm, but I didn’t not want to stay until then so I checked-out a couple hours early. I complained and shared mine and my cat’s horrible experience to the assistant manager Jennifer, and she was not caring, understanding, compassionate or professional at all. I asked for a refund for our stay, but unfortunately that hotel nor Expedia offer that, which is absolutely wrong and unprofessional! All they offered me was to be moved from that room or get points on my account. That is absolutely wrong that a company has a policy to not refund a stay for a customer who has such a horrible experience!! No customer should be treated the...

The young lady that checked us in was delightful. She was very helpful in finding us a good restaurant for dinner then offered us a complimentary water bottle since the vending machine was out. Then.... the woman on the late shift completely ruined our stay. First, by insulting the woman in line in front of me , and punishing her by not addressing her concerns in an efficient manner but rather slowly and deliberately. She then proceeded to demand I wear a face mask, using a rude tone. After explaining I was exempt for medical reasons, she interrupted me with a list of HER medical conditions, adding with disgust that she doesn’t want to have to “breathe my nasty germs” I assured her, with sincerity, that I would maintain proper social distancing and she need not worry...but I was cut off as she turned her back on me and walked away. I asked if I could buy another 2 small water bottles, which she begrudgingly presented in a complimentary gift bag, that she charged me,two twenty five, for. Colette then ignored both me and and an older gentleman when we requested permission to re- enter the building after retrieving items from our respective vehicles. We were forced to stand outside of the locked lobby door until she would let us enter. I am disappointed immensely in this shameful and humiliating experience, and will avoid returning to this property as long as there is a chance of having to interact with Colette again. Best western is risking its impeccable reputation with oversight like this and will ultimately reflect in their bottom line...