Best Western Plus Gadsden Hotel & Suites — Hotel in Gadsden

My husband, myself, and our two children stayed here to attend a wedding. We checked in late, so our first concern was getting late check out. We were told upon check in that we would be able to check out at 12, but we could inquire in the morning about a later time.

The next morning at 11:15, the desk clerk knocked on our door at told us we needed to be out by 11:30. I went downstairs to inform her that the clerk from the previous night said we could check out at 12. She said she'd been calling our room (news to me, phone probably wasn't plugged in) and we needed to be out by 11:30. She claimed to have no information about us being allowed to check out late.

At this point, I'm highly upset because my two kids are still in pajamas, and she is forcing us to leave in 15 minutes. She wasn't willing to follow up with the clerk from the previous night because she didn't like the way I was talking to her. I guess she expected me to be pleasant under those circumstances. There was no manager available. Fortunately, we were able to dress our kids in the room of another member of the wedding party.

I contacted the corporate office and was informed that they only mediate and document concerns. The hotel manager never contacted me at all. The hotel personnel alleged that we were offered the option of paying $25 to check out at 2pm; however, that never occurred. They also alleged that they had to contact the authorities. That was also news to me, since we were in the parking lot for some time and in another room of the hotel for at least an hour after all of this mess occurred.

I never would have imagined something so trivial could turn into something so ugly. This was definitely the worst customer service experience I have ever had at a hotel. Neither management nor corporate cared to make this right. This will be our last Best...

I dont know why but thIs is the ONLY hotel that I stay at that , and I stay in hotels around 150 nights per year, that wants to make a photocopy of my driver's license and when I tell the clerk that they can look at my license to verify identity but they cannot copy my license, two times now, the clerk has gotten rude and obstinate.. I like this hotel and I don't know what has transpired but the first floor ice machine has not been working for over two months and when I have asked about the problem, I continue to be told "they had to order a part". My shower curtain bar was about to fall off the walls. The AC was continuously noisy and the breakfast bar was very slim and not much food had been replenished. I have noticed that over the last few months when I have stayed here that there are not a many vehicles in the parking lot as there use to be. Anyway, I told the last clerk,Amanda, that she was not copying my license and she began to berate me and tell me that all hotels copy your license. When I told her that that was not true she still argued. I told her that if they continue to press me on this policy I will stay at Choice Hotels where I am a Diamond member and they don't copy my license.

When someone does better I will correct myself. Stayed here again. I like this hotel. I will give credit where credit is due. Front desk is Much Better mainly because of LaNette. Ice machine has been repaired. Lots of renovation occuring. New lobby furniture. All in all the owner is doing much better and I will come back to this...

Our stay was going well until the day of checkout. We found roaches in the shower and when we brought it to the attention of the staff, they behaved as if they were unconcerned and were down right rude. I was told that she couldn’t help and when I asked for a manager I was bombarded with excuses. She then told me that notes would be added and the manager would be notified. I asked for a print out as proof. The attendant “Jody”, stated; she was a new employee and this was her first week, she was the only one on staff, and was unfamiliar with the computer. I myself am proficient with Mac and windows and attempted to help her print the document. She then stated that the processing unit was neither windows or Mac. That was when I noticed I could see the screen in the reflection of the picture behind the desk and they in fact had windows and she was only moving the mouse back and forth and not trying to help at all. When I made her aware that I could see her screen, she went from a condescending tone to an outright rude tone. At that point I was tired of the poor customer service and asked to have the contact information of the manager. When I called, the front desk phone rang. To which she proceeded to answer. I was informed that the manager was not going to be available until 8 am and as I write this review it is 930 am and I have yet to receive...