Best Western Plus Executive Residency Elk City — Hotel in Elk City

0 stars! I do not recommend it!

When I booked our room, I noted in the requests that we would like a crib. It is listed as a room amenity right along with hairdryers and the bulit-in kitchenettes. I then called right after booking and spoke with a female who said yes, they had a crib available and that she would have it in our room upon arrival. We booked the room at the military rate. I definitely should have read over the guest charges when we arrived as they charged 15 dollars for use of the crib, although there is no mention of this on the website, phone app, and was not stated by either the woman, or the man who checked us in, and my card was taken before I was given a reciept anyway. I noticed the stay cost more than i was expecting on my banking app the next morning and went to ask about it at the front desk to ask about it. As I explained my concerns the man at the front desk told me it was a charge to the room and that it didn't matter that it was not stated anywhere or that noone told me of the extra charge the multiple times the crib was discussed. He claimed I should have asked if there was an extra charge. He repeated over and over that it was a charge for the crib, which I understood. I asked for the manager, and he stated he was the manager. I asked for the owner and corporate information, and both he refused to give to me. He then stated the owner was "god the father" and said he would summon "god the father" for me. He asked for my father's number(??). He stated he did not care if we stayed again. He was rude, condescending, and very unprofessional. Other than that issue: The breakfast was minimal, the pancake maker was broken but there was no sign to let patrons know this, there were fruit flys all over the bagels and english muffins, the eggs were cold, we had to ask for peanut butter (they only gave us one) and muffins, the potato fries container lid was broken, the cereal was hard (old?), the spoons next to cereal were covered in cereal dust, the milk was sour, there was nothing to put on the yogurt, breakfast was removed before 9:30 (as well as coffee maker tuned off), the water bottle filling station by the icemaker was showing that the filter needed replaced (when asked about that he said it was just changed and that the light would go off at any moment, but it was still red when we left and had been since the day before), the pool was not in working order and they had a garden hose from the pantry out the side door to the pool which resulted in house flys all over the brakfast area and hotel (we had one in our room).

The most upsetting thing about our stay to me, though, was the extra charge and treatment I received at the front desk. I was looking at three stars until we spoke, as the rate and room seemed nice.

Again, 0 stars, I do...

The building and rooms are decent, and I would have given it a higher rating but after multiple incidents (detailed below), the hotel manager did not want to take any ownership or responsibility for any of the problems that we had. On the first night, while we were in our room, a stranger unlocked and entered our room using a keycard. When we asked who was there he apologized and left the room. Later that night when I tried to enter the room again, we found that both of our keycards did not work so we were locked out. Talking to the front desk, they admitted that they had mistakenly given the wrong room number to someone else, and deactivated the cards to correct the problem. They re-activated our cards, and we thought all was well. The next day, after returning to the hotel from our event, both of our cards did not work - again. We went back down to the lobby and once again they had to re-activate our cards. We were not given an explanation as to why they were deactivated this time. I had also placed the “please clean my room” card on the room door, and found that our room was not cleaned during the day. My parents who were also staying in this hotel had a handicap room. The walk in shower head had a problem and was spraying water all over the bathroom making it impossible to shower without making a huge mess. My mother informed the front desk that something was wrong with the shower and it basically flooded the floor of the bathroom, and that they needed it cleaned. The bathroom was cleaned, but the shower head was not fixed or replaced. When we were checking out of the hotel after our stay was over, we mentioned all of these things to the manager who was at the front counter. He claimed that we should have told him about the shower head issue and it would have been fixed (we did tell them, it didn’t get fixed) and regarding the keycard issues, he said that the lady that made the mistake was new to this job and it wasn’t his fault, and when I asked about the second day the cards were deactivated he said “these cards are RFID, and can deactivate on their own at any time, maybe because of your cell phone”. When I called BS on that, rather than apologizing for the inconvenience or offering compensation, he started telling us a sob story about how much he works and how busy he is and how he wanted to be somewhere right now but was busy dealing with us. Absolutely rude, unprofessional, full of excuses, terrible customer service skills, not apologetic at all and offered no compensation until I got so angry that I started raising my voice. He gave us 10 dollars off the total bill. Amongst all of this, the complementary breakfast was also terrible, and the entire hotel had a bad order and terrible...

1-star since it doesn't go lower. Now, I was I was going to give this place 5 stars because of the quality and value of the room... that is until I got to breakfast the next day. Breakfast was actually disgusting and I think it made my family and me sick - we all have sore throats and digestive problems (to put it nicely). Flies all over the dining area and fruit flies all up in the bread box, crawling over the assorted breads. Old-tasting milk and stale cereals, cold "hot" foods, crumbs/cereal dust all over the spoons, no pre-packaged anything (so nothing really safe or high-quality to choose from here). Even the pancake machine was out-of-service, but I didn't know that until I asked the lady for syrup. There was a luke-warm yogurt machine, but I'm sure there were supposed to be some kind of toppings for that - there were none. No muffins or pastries of any kind to make up for the lack of pancakes. No cream cheese for bagels or peanut butter for the bread/toast. This was well before breakfast closing time.

Of course a horrible breakfast alone isn't enough to bring it down from 5 stars to 1 star. The real kicker was the guy at the front desk who as much as admitted that he does not value customer satisfaction. Most Best Westerns provide cribs for free and I figured we could use one for our 3-year-old. It was listed under amenities as available and I reserved it and called ahead to make sure they had it. Also asked about it to confirm at the front desk upon arrival. Come to find out it comes with a hefty hidden fee of $15 which I would have avoided had I known. No problem, right? Best Westerns usually have great customer service and will take care of that extra surprise charge for us, right? Not this one. The guy was entirely unapologetic - not to mention very hard to understand and continued to repeat the basic facts of the charge and how we should have asked about fees if we wanted to avoid them. I don't understand how the "Best Western" name is on a place with such an uncaring, crooked "manager." Or how he is still in charge here. They had so many opportunities to warn us of the charge and a chance to make it right afterward and basically spat in our faces. He didn't care at all that the breakfast was the worst I've seen, either, and clearly just wanted to keep the crib fee whether we left satisfied with our stay or not. I am looking for a way to speak to the Best Western Headquarters or Corporate office to talk about how we can be compensated for the mistreatment and atrocious service...