Best Western Plus Addison/Dallas Hotel — Hotel in Addison

We stayed in room 257 at Best Western Addison/Dallas on the night of 3.1.2025

During our stay, we encountered multiple issues:

The room had two a/c units, one of which would not come on. When we called to report the issue, we were told to let it run for 10 minutes, however it never came on other than lights. Because the second unit was working, we chose to simply give that unit time to cool the room. The duvet cover had very large and visible stains throughout on both sides. Some stains felt rougher than the installed areas, indicating the cover was not properly cleaned. We called downstairs for a new comforter, and instead of bringing it to us, we were told we could pick it up in the lobby. When we went to pick it up, we were told it had already been sent upstairs. It had not. When we asked again about the comforter, we were given a mattress protector and told "this is what you need" At this point we pulled the comforter off the bed and brought it to the lobby. We were told to set it down around the corner and they would take care of it, however, we were becoming quite impatient at this point as it had already been about 3 hours in total since we had made the original request. At this point, an individual who we assume was the night manager was called over, who called who we later were told was the owner. The night manager had this individual on speaker as he moved from the laundry room to the front desk at which point we heard the individual state "it's not my problem". We were finally told by the night manager that he would need to pull a comforter out of storage, and that he was on his way to get it right then. Another hour passed. During this time, the toilet was used in our room, and it clogged. I went out into the hallway to head towards the front desk again, where we were met by the front desk agent on the second floor. He pulled me into a different room and stated he would be giving me this comforter, or that we could move to this room. At this point it was 1:30am and our exhausted children ranging in age 2-9yrs old were asleep. The room was much smaller, and the bed was a queen size. Had the children still been awake, I would have moved to the new room despite the size, but this would have been a huge inconvenience for both us as well as other hotel guests, as the youngest would have been very loudly upset. The lesser of two evils at this point was to remain in the room we were in, and accept the queen comforter. I took the comforter and explained the toilet situation, asking for a plunger since there was not one in the room. I headed back towards our room with the comforter as he stated he was heading off to find a plunger. During this time, my husband (Josh) became physically sick from the stress of our stay and because our bathroom was out of commission, had to go to the lobby bathroom, where the toilet also clogged easily. A plunger was produced and handed to me outside my room, at which time I was told to bring the plunger back to the front desk once I was finished with it, "in case any other guests need it". At this point it was close to 2am, and we were finally able to jump into the shower, where we found the curtain rod to be quite loose and on the verge of falling out of the wall. We also found mold or mildew on the wall around the edges of the towel rack This sparked further investigation where we also found mold or mildew on the wall around the toilet valve. There was a disgusting amount of dust build-up on the ceiling vents. There was dust build-up on the face of the bathroom counter. At this point we were just done. We had been fighting with the front desk for hours, and had been up and very physically and mentally active for close to 20 hours. At check-out the next morning, ...

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TLDR: I didn’t even make it to checking in, and for that I’m incredibly grateful, as I felt unsafe by the end of my interaction with the owner. I instead stayed at the MUCH nicer, MUCH cleaner, and MUCH more accommodating La Quinta by Whyndam next door. Just go there to begin with to save yourself the trouble and the cancellation fee.||||Best Western should be concerned about this behavior being associated with their name, because going forward I’ll book any brand except theirs. If I wanted that terrible of service and run down, dirty facilities, I would have stayed at a Motel 6 and still probably gotten a better deal and felt safer.||||The owner/manager became incredibly argumentative and combative, and judging from other reviews/the owner’s response to those reviews I can see this clearly wasn’t a one-off event or someone just having a bad day. I was there before check in and asked how soon she thought a room would be available for check in, as I had arrived to the city early in the morning after several hours of travel. First was told a $50 early check in fee or a hard 4pm, so I asked if it was possible to check my bag at the desk. She responded with a decreased early check in fee of $40, but when I was hesitant about that asked what bags I had. To which I pointed to my small, carry on suit case and backpack, then was told there was told there’s (I could see the room). ||||After this interaction had ended and I made a phone call while I tried to figure out what to do for the next 4.5 hours, the owner/manager rudely interrupted accusing me of cussing her out. When I confusingly looked at her, because I was having a phone conversation not involving her she first stated I didn’t ask about checking the bags at the desk, then when I started to reply with “I’m sorry ma’am, but” and I couldn’t get that much out without her interrupting me to say I wasn’t listening to her. Still in a bit of disbelief because I was still confused, I tried to respectfully repeat that there must have been some miscommunication, except I literally couldn’t say more than a word without her talking over me and being incredibly argumentative and repeatedly saying she’d just cancel my reservation without actually having any kind of conversation with me. When I was able to get out that I was confused because she had just told me conflicting things, her response was “well it’s not a resort” in a very aggressive tone. Never did I ask for anything unreasonable, never was I rude, never did I raise my voice even when I wanted to because she was speaking over me.||||The person I was on the phone with was ALSO as baffled as I was and couldn’t make sense of the situation. The owner made me feel beyond uncomfortable and unsafe in staying at the establishment, so I had a family member call to cancel my reservation for me and lie about the reason and waited to post this, because I didn’t want to give this woman my name or leave her with my credit card information to be charged at will.||||And to top it all off, while I was still sitting there looking for a different place to stay - because the hostility made me feel unsafe - she proceeded to easily check a man’s bags so he could go out and about to enjoy his day before check in.||||I’m pretty non confrontational and don’t make poor reviews lightly. I’m a “leaves a 20% minimum tip for a REALLY bad dining experience” kind of person. But when I started looking into other bad reviews, I saw the owner gaslighting these customers and their experiences reflected mine. And because Best Westerns are privately owned, corporate won’t do anything. Therefore, I needed to speak out so future potential customers don’t waste their money have the same bad experiences myself and many other have! I know I won’t be touching a Best Western with a 10 foot poll...

Reply Dear Worse Best Western,

The conditions and level of service WE experienced is a reflection of your usual standards. You DO NOT TAKE OUR FEED BACK SERIOUSLY. As a gesture of goodwill, YOUR team offered a 20%, 30% ( a joke) AND THEN 50% refund BUT BE HONEST YOU TOOK THE OFFER BACK AFTER THIS REVIEW! YOU DO NOT appreciate your customers or understand what customer service is. This location has no integrity.

DO NOT STAY HERE – DISGUSTING CONDITIONS & HORRIBLE MANAGEMENT I don’t even know where to begin with this absolute nightmare of a hotel. I have stayed in many hotels in my life, and never have I experienced such filthy, unhygienic conditions combined with utterly useless and dismissive customer service.

The moment I walked into my room, I noticed something was off. The sheets had a strong, overpowering chemical smell, as if someone had dumped an entire bottle of bleach onto them and called it a day. I thought maybe they had just been overly sanitized (which wouldn’t necessarily be a bad thing), but after lying on the bed for a short time, I started to itch uncontrollably. Soon, a rash started forming on my skin. I can only assume that the sheets were either covered in harsh chemicals or were just not properly rinsed after being washed. Either way, it was clear they were NOT safe for human contact.

At this point, I was already uncomfortable, but things only got worse. I had booked this room specifically for the jacuzzi tub, thinking I’d be able to relax and unwind. Well, that was a HUGE mistake. The second I turned on the jets, a disgusting mix of dirt, grime, and actual pieces of trash started spewing out. I nearly gagged. The fact that this tub was even available for guests to use in this condition is absolutely horrifying. How long had it been since this thing was cleaned? Has it EVER been cleaned? I wouldn’t let my worst enemy step foot in that biohazard of a tub. It was beyond unsanitary—it was downright revolting.

Completely disgusted and now dealing with a rash from the sheets, I immediately went to the front desk to speak to the manager, hoping for some sort of resolution. And let me tell you—the level of incompetence and rudeness from this so-called manager was the cherry on top of this awful experience. Not only did they not offer any kind of refund, room change, or even a simple apology, but they acted as if I was making a big deal out of nothing. Oh, I’m sorry—since when is being covered in itchy, irritated skin from your toxic sheets and finding literal trash in a tub considered "nothing"? The absolute nerve of this staff to treat a paying guest this way is unbelievable.

At this point, I was left with no choice but to leave the hotel entirely because there was no way I could stay in that room without risking more irritation from the sheets or exposing myself to God-knows-what in that filthy jacuzzi. I had to find another place to stay, wasting my time and money, all because this hotel refuses to maintain even the most basic levels of hygiene and customer service.

I cannot stress this enough: DO NOT STAY HERE. This hotel is an absolute joke. The rooms are unsanitary, the staff is rude and dismissive, and management does not care about the health or comfort of their guests. I would give this place negative stars if I could.

To whoever owns this disgrace of a hotel: fix your disgusting cleaning practices, train your staff in basic customer service, and take responsibility for your failing business. Until then, I will be warning as many people as possible to avoid this place...