Best Western Executive Inn & Suites — Hotel in Colorado Springs

1440 Harrison Rd Best Western in Colorado Springs, CO

We started our reservation debacle 4 weeks before we were planning to stay. We were part of a wedding party so we were staying for 2 nights under the preferential rate and asked for a 3rd night at the same rate. They couldn't do that. Fine, we would like to reserve the room for 2 nights, and then a 3rd night so we dont have to change rooms. That was ok. We called 7 days later to confirm the reservation and there was no reservation for any room at any time and day under that name. So we try again. However this time, they couldn't book us for 2 weeks because the manager was gone for 2 weeks and that person was the only one that could book under the wedding party rate. So that puts us at 5 days before we needed to check in. Again, whatever, we have to have rooms. So we call when the manager returned. Again, we reserved one room for 2 nights under the wedding name, 1 night under my name. 2 reservation numbers because there were 2 payment methods. That's fine. We call the night before we were to arrive and they did not, and had never, had a room booked under the wedding name or my name. We book again, 3 nights, one room. At this point in 4 weeks we've attempted to book a room 4 times. My credit card number has been given out 4 times, and I've been given multiple reservation confirmations that were apparently deleted immediately. We arrive at the hotel after our FIFTH booking attempt and they have no record of my name, phone number or credit card on file as having booked a room. As we are walking out to go elsewhere another manager walks out and 'finds' our reservation. We were also upgraded to a nicer king suite. The suites are nice, they have a sitting area separate from the sleeping area. The king rooms were fine but the double beds were much closer to twin size. The key cards were de-magnatized after one use. We went to the counter 6 times in 3 days, and received 2 entire new sets of cards. They never worked after being used once. We were told to keep them away from cellphones and electronics, so we did. We still had to have them magnetized each time we wanted to go to our room. The front desk kids were pleasant but clueless, the 2 managers we met were unhelpful and rude. (What kind of manager leaves for two weeks without teaching people how to book rooms). I would NEVER reccomend this hotel for anyone reserving ahead of time. We never used the website, we only ever spoke to people at the hotel on the phone and all of this still happened. I understand training new people and losing reservations here and there. And we should have stopped trying after the 3rd time but there was a lack of hotels and we had to be there for a wedding. And after the FIFTH time we STILL didnt have a booking, I decided people should know. If you choose to stay here, dont book ahead, walk in and make your reservation. (It's extremely difficult to find and enter the hotel, so prepare yourself.) This also happened to 4/5 other people in the wedding party. I was personally there for 3/5 of those check ins and witnessed the same poor management and unpleasant customer service. Lost bookings, incorrect number of beds, charging some people in the party extra if they wanted 2 twins instead of king (the couple had kids and didnt want to share one large bed). I would not reccomend this hotel. Please save yourself the trouble, pay $10/night and...

As a Best Western Diamond member for over 25 years, I regretfully have made the difficult decision to cut ties with this company. This is a direct result to the abysmal treatment I received by management during my recent stay. The property itself is not bad once you are within the facility. The surrounding areas are quite sketchy though. As a Gold Star wife and mother of three, I choose to stay at this facility on September 11th follow a somber family event. After four attempts to check into the hotel over a span of two days, I had an unfortunate encounter with Linda Castillo and Teri O'Hara, the front desk and general managers. I was extremely tired after a long day of travel and thought for sure that by 8pm of the second night of my stay that this would have been resolved. Linda Castillo insisted that she knew how to check guests in and continued to tell me that my gift cards had no value on them. Of course they had no value as they had already been applied to the stay at the time of making the reservation.This was depicted by my $0 due at check in receipt. Maybe if she would have read the welcome email, they themselves had sent me she would have seen this as it was all in black and white. I told her we had to get it resolved, as I did not wish to get charged twice for the same room as it has happened in the past, and I only had a few hours until I needed to be at the airport for a 5 am flight. It was at that time that Teri O'Hara, who could only be best described as a complete unhinged lunatic, started screaming at me that I was "making a scene" though I was only speaking directly to Linda Castillo about the matter at hand. She then asked me "why do you think your could use a Best Western gift card at a Best Western"?????? I tried my best to ignore her, at which time she started screaming that I was a drunk!!! I was so taken back I was literally left speechless. The fact is, I have not taken a drink of alcohol since they laid my husband's flag draped coffin in the ground May 14, 2004. She then proceeded to tell me that I "stunk of alcohol" and to "go stand in the street". My only crime was trying to pay my bill and yet I was being treated as a dirty vagrant. Teri seemed to get a certain joy out of this unwarranted cruelty. She then threatened to throw me and my children out of the hotel and threatened to call the police. It was at that time, that I asked if this incident was being recorded. She pointed to the cameras, confirmed and abruptly stopped threatening me. Though she did continue in a very passive aggressive manner, to continue to edge me on, as she wheeled her yapping mutt out the door in its stroller. While an apology would not have the ability to take back the ending to what was an already somber week, the front desk manager Linda, poured gas on the fire when in her response to Best Western corporate email, she out right lied and stated that during our initial interaction I "admitted to having one drink" which as stated above was absolutely not the case! It was never my intention to file a defamation lawsuit against Best Western, but after Linda's deplorable rhetoric, they have left me with no other choice. There is no reason why anyone, under any circumstances, should be treated with such disrespect! There are so many other hotel options in the beautiful city of Colorado Springs, PLEASE DON'T STAY...

As a Best Western Diamond member for over 25 years, I regretfully have made the difficult decision to cut ties with this company. This is a direct result to the abysmal treatment I received by management during my recent stay. The property itself is not bad once you are within the facility. The surrounding areas are quite sketchy though. As a Gold Star wife and mother of three, I choose to stay at this facility on September 11th follow a somber family event. After four attempts to check into the hotel over a span of two days, I had an unfortunate encounter with Linda Castillo and Teri O'Hara, the front desk and general managers. I was extremely tired after a long day of travel and thought for sure that by 8pm of the second night of my stay that this would have been resolved. Linda Castillo insisted that she knew how to check guests in and continued to tell me that my gift cards had no value on them. Of course they had no value as they had already been applied to the stay at the time of making the reservation.This was depicted by my $0 due at check in receipt. Maybe if she would have read the welcome email, they themselves had sent me she would have seen this as it was all in black and white. I told her we had to get it resolved, as I did not wish to get charged twice for the same room as it has happened in the past, and I only had a few hours until I needed to be at the airport for a 5 am flight. It was at that time that Teri O'Hara, who could only be best described as a complete unhinged lunatic, started screaming at me that I was "making a scene" though I was only speaking directly to Linda Castillo about the matter at hand. She then asked me "why do you think your could use a Best Western gift card at a Best Western"?????? I tried my best to ignore her, at which time she started screaming that I was a drunk!!! I was so taken back I was literally left speechless. The fact is, I have not taken a drink of alcohol since they laid my husband's flag draped coffin in the ground May 14, 2004. She then proceeded to tell me that I "stunk of alcohol" and to "go stand in the street". My only crime was trying to pay my bill and yet I was being treated as a dirty vagrant. Teri seemed to get a certain joy out of this unwarranted cruelty. She then threatened to throw me and my children out of the hotel and threatened to call the police. It was at that time, that I asked if this incident was being recorded. She pointed to the cameras, confirmed and abruptly stopped threatening me. Though she did continue in a very passive aggressive manner, to continue to edge me on, as she wheeled her yapping mutt out the door in its stroller. While an apology would not have the ability to take back the ending to what was an already somber week, the front desk manager Linda, poured gas on the fire when in her response to Best Western corporate email, she out right lied and stated that during our initial interaction I "admitted to having one drink" which as stated above was absolutely not the case! It was never my intention to file a defamation lawsuit against Best Western, but after Linda's deplorable rhetoric, they have left me with no other choice. There is no reason why anyone, under any circumstances, should be treated with such disrespect! There are so many other hotel options in the beautiful city of Colorado Springs, PLEASE DON'T STAY...