Best Western Plus Monica Royale Inn & Suites — Hotel in Greenville

Let me start off this review by saying my company travels 50 weeks out of the year around the tristate area. That being said, you can guess that we stay in A LOT of hotels. I gave this particular hotel a one because of the customer service. We always call ahead, and ask if we can pay cash upon arrival and use our card for incidentals. If the hotel says No, then we pick a different one. This is because of all the holds they leave on your card for UP TO 30 days. So, I get to the front desk and the lady with short blonde hair that worked around 2:00pm didn't understand that I wanted to check in all three on my rooms. After that was settled, I told her that I wanted to pay cash for the rooms and put incidentals on my card (like I have every 6 months for the past 7 years there). She then told me they have to have a card. I again explained what I wanted. She said you pay cash at checkout. Here's the problem: they go ahead and hit your card for the FULL amount PLUS incidentals and then take your cash at the end. At this time you still have all these holds. When I told her that we always do that she said: "Well, I don't know who's been checking you in all these years." So, I asked her again if I could do this. She flat out said "no." I told her to give me a minute while I made a call. At this time she preceded to talk bad about me and my employee to another girl while I was on the phone. She was also making a note in her computer. I did hear the other girl say that she had taken the reservation and said that was fine. However, at this point, I was fed up and irritated at the attitude of the blonde lady. I booked my 3 rooms at the Comfort Suites and they were VERY accomadating and took cash upon arrival. Now, I realize this MAY be your policy, but was never enforced with my company or at any other Best Western I have stayed at within the last 7 years. I would suggest customer service training. Also, My company is an elite member, and it was shocking at how we were treated. I would hate to see how they treat any other guest that just walks in. I will NEVER stay at the Best Western in Greenville again, and will definitely advise my business associates against it.

EDIT: To the owner, a credit card was present at time of check in. Once again, I wanted to pay cash for the rooms, and put my card on file for incidentals. Aparently the concept of cash payment is lost with this particular Best Western. I hope things are improved for the sake of...

The facility is very nice. Rates are a tad high. Management is poor. I book several rooms at a time for several days at a time. I have to work overnight contracts for a nearby school district while the school is unoccupied. On the last day of our stay I always request at every hotel (and offer to pay for) a late check out so that my guys can sleep since they do not get back to the hotel until nearly 5am. They have to drive 5 hours to get home on the last day we stay here so it's important not only for their safety but for the safety of everyone on the road that they get sleep. The manager had booked the hotel comoletely on the day we check out and refused to let us do a late check out because she didn't want their cleaning crew to have to stay any longer. She "Donna" was forceful and unconcerned about the safety hazard this caused the public. Half of my employees are veterans and 2 are veterans with PTSD I hired specifically because of my experience with the military and because they had a hard time finding work with their condition. When someone shows a total lack of regard not only for public safety but for the well being of their own guests who spend hundreds sometimes thousands of dollars a week at their establishment I think It deserves a public review that everyone can read. We canceled our reservations at this hotel for the foreseeable future. I hope anyone reading this will take this into consideration when deciding your next hotel...

We were in Greenville Tx for a wedding on 11/20/21. I called to book my room on Wednesday, the week of the wedding. I was told our rate for a king size standard room was $132 (plus a $25 damage deposit) I questioned the rate, as my son booked his on Sunday at $92 for the same wedding, same room type. I was told he got a special rate, and it was no longer available. I said, fine. When we arrived that Saturday for the wedding, several guest that were there for the wedding we’re getting a room rate of $118 +tax. No deposit added extra. One guy had no reservation, and Received the same $118 rate. (He had a guest). When I got up to the counter, I asked the clerk if I could get the better rate? She replied “No, that my rate was different due to the day I booked”. I said but these people, (which I asked them personally when they booked) got there’s either Tues or Thursday and one Today for $118. We literally have the same type of room? She wouldn’t budge and said that’s the way it was. None of which had an erroneous damage deposit either. By the time tax and deposit was added, my charge was $175 for the same damn room!!! Best Western must do better!!! That was wrong and they know it. I requested later from another evening clerk a better rate..he too said No. I did get the refund later on the following Tuesday of my $25. I will NEVER stay at this place again. ...