Best Western Prairie Inn & Conference Center — Hotel in Galesburg

We recently stayed at the Best Western Prairie Inn & Conference Center Hotel, and unfortunately, our experience was far from what we expected. For example, on the first day we checked into the hotel, they gave us an already occupied room. Several vending machines were out of service. In addition, on April 27, we discovered that our room had not been made up, so we went to the front desk to complain. During our conversation with the staff, we explicitly requested daily room make-up service going forward. Despite this request, the service was again ignored on May 1.||When we complained to the manager about the lack of room service on May 1 again, the manager's excuse was that the housekeeping staff claimed to have seen our door sign saying "need privacy," which was why our room wasn't made up. We immediately told the manager this was false and asked, "Didn't you check your security camera nearby? Did you verify that your staff was telling you the truth?" We also asked why they didn’t verify with us when they knew we had explicitly requested daily room make-up service. Instead of addressing the situation, the manager insisted on siding with their staff, refusing to verify the truth or acknowledge our concerns.||Additionally, we requested an adjustment to our room rate for the two days without room service, asking for a reduced room rate per night. However, the manager refused to accommodate our request and only offered us 10,000 points, which did not come close to resolving the issue. As we write this review, we still have not received those points.||We have never stayed at a hotel this poorly managed. The lack of accountability, the manager’s unwillingness to verify facts, and the poor customer service left us deeply dissatisfied. I want to alert future guests to avoid this hotel, as it clearly does not prioritize customer satisfaction or follow through on basic service...

I recently stayed at your hotel and would like to request my loyalty points and a receipt for my stay. I was charged an extra $20 because my cousins, who are under 17, ate breakfast with me and stayed the night. I believed that the website stated children stay and eat free if they have a room.

I also made sure to provide my email to receive points for my stay, but I have not received anything yet. I understand the hotel is large, but each room should receive the same level of care. This was my first time staying in a standard room without a jacuzzi, and I encountered several issues:

My room was missing two light bulbs, and the remote wouldn't work even with new batteries.

The air conditioning didn't work properly, making the room hot. The front desk staff said it was automatic and working normally.

The pool was deep, and the shower head had good pressure, but my room had empty bottles of shampoo, body wash, and conditioner, so I couldn't properly rinse off after using the pool.

Overall, my experience felt like paying over $100 for a day in subpar conditions, despite the pool. Online, the rate was listed as $72 or $78, but I was charged $109.79 plus the extra $20 for my cousins. I could understand an extra $10 charge for one of them, as I mentioned only bringing one child when I checked in.

Additionally, the front desk staff took a long time to figure out how to charge me, and initially said they didn't accept tap pay with phones, but it worked easily for me after trying with two different debit cards.

I don't plan on returning to this hotel because I feel like I was robbed, but I still want my points in case I stay at another Best Western location...

Update: Oct 2024 Returned to this location, had very friendly, personable, quick, and efficient check in. We got a lovely room that had a couple of chairs and a table outside our door. Breakfast was fantastic in what was offered as well as how clean and topped up and attended it was. Shout out to Nikki at front desk for being so kind and Perry at breakfast who did such a great job!

Aug 2024: Very friendly check-in by afternoon attendant. (Kaitlyn?) We were given the option of having a courtyard room or not, $20 difference in price. We decided to take it and it was very nice. We had a small table outside of our door, and a couple of chairs, the courtyard was beautiful. Right across the courtyard was the indoor pool. Our room was lovely. The air conditioning was very cool. Extremely comfortable bed and pillows. Bathtub did leak, water had to be topped up. Shampoo / conditioner / body wash dispensers in the shower were empty. Breakfast was very good. Attendant was Perry, he was constantly making sure everything was clean and topped up, he would take your plates when you were done, and greeted everyone as they arrived. There were scrambled eggs, sausage patties, cooked potatoes, yogurt, fruit, hot cereal, cold cereal, waffles, various bread products, various priesty products, coffee, tea, juice, milk.... And the seating area was extremely large, lots of room. Checkout was also very friendly, you have very nice people that work here. We will definitely return. Price for a Monday in August of 2024...