Best Western Plus Las Vegas South Henderson — Hotel in Henderson

Horrible customer service, and management. They charged my credit card for over $100 even though it was a free night and then it took them almost 3 weeks to finally refund me after giving me the run around multiple times. Everytime I called they said they would pass my issue along to the manager named Tuau, but the manager was NEVER around. She was gone for a whole week and then was never there on mondays when they told me to call and ask for her, yet the staff never mentioned she would be gone and seemed like they knew nothing going on there. I get it if you’re busy or gone on vacation, but if you’re not going to be there then hire another manager on so you can actually help your guests. I’ve worked in hotels for years and this experience was terrible. The fact that your front desk agents aren’t “authorized to do refunds” is actually stupid. What’re they even there for?? Sit down and train your staff to be helpful to guests instead of relying on management that is never there. It would’ve been nice to receive a follow up call but no of course I never got one and then I get emailed a folio with no context when I tried explaining several times that it wouldn’t show up on my bill because you put my card on someone else reservation, but nobody would listen to me and then when I asked to see the refund, they rudely responded saying I had no other charges so I had to send an angry email going off because nobody there listens and funny enough they call my boyfriend not even me who’s actually on the reservation and said “sorry it looks like we did charge your card on someone else’s reservation, we will refund you now”. lol this could’ve been fixed right away if you guys had good customer service and proactively helped me. For this we won’t be back. P.S. the girl who checked me in knew she charged my card on someone else’s reservation, but neglected to tell me she did that, instead had me come downstairs to fill out new paper work because apparently she gave me the wrong paperwork to fill out…aka she had me sign someone else’s registration card. If a mistake is made communicate that to the guest, don’t make them jump through hoops for a refund because you can’t handle a...

Pretty bad experience. I had just stayed at a Best Western Plus earlier in the week, the one in Henderson on Boulder Highway and it was great.

Small black hairs on the bedspread when I came in. Bed was comfortable, at least. Everything else seemed clean, but a bit run down. Scratches on furniture and fixtures.

The major issue is the manning of the front desk. I came back to the hotel around 3 AM on Sunday morning. There are double sliding doors at the front...one to enter the vestibule and another from the vestibule to the hotel lobby. In the inner entrance there is a place to scan your hotel key card to gain access to the hotel.

However, in this instance the OUTSIDE doors were locked also. They would not operate and I could not get in. There was no sign directing guests what to do or where to go if they came back late.

I called the front desk several times...no answer and no voicemail. I went to the side doors, but these would not operate with the key card. I'm not sure if it was sheer luck, but the back door was propped open (by the pool.) I was able to go into the hotel that way. This is Vegas...why would there be no way to access the hotel at any time and why would they not be expecting guests to come back late on a weekend night?

Housekeeping was another issue. The first night I stayed there, they knocked on the door at 8 AM. I told them I was still in the room. I left a sign to make up the room after I left the hotel around 11:30 AM but they did not. The next morning, I put the DND on my door but they knocked still at around 8 AM asking if I was checking out that day or if I already had.

They then came at 11:30 AM (check out is noon) again asking when I was checking out even though I still had the DND sign on.

I do see the manager responds to these, so I'm hopeful they reach out to me (this is not my real name, but I stayed in room 324 from Friday night to Sunday.) I visit Vegas often and this Best Western is way more convenient in terms of distance than the other one off Boulder Highway. But I can't stay here if the doors will be randomly locked with no way in and no...

We stayed here about 6 weeks ago and enjoyed our stay with no issues. However, this time we reserved a room for 3 nights and checked out a day early because we were so unhappy with our room and with the lack of response to the issues we reported to the front desk.

The bathroom faucet leaked all over the countertop every time we used it (soaked my cosmetic bag before we realized).

The shower curtain rod was raised at each end so that the curtain settled in the middle of the rod as we showered and would not close, allowing A LOT of water to splash out onto the floor, even with a short shower.

The toilet seat would not stay up on its own so my husband and son had to hold it up with one hand while urinating. This was gross and very annoying.

My husband spoke to the front desk personnel twice and and to the person who brought us more towels after the bathroom was covered in water due to the malfunctioning shower curtain. Everyone he spoke to assured us that they would fix the issues that day (the first day of our stay). As of the time we checked out at 4:00 on the 2nd day of our stay, none of the issues had been cured nor had there been any communication to us from the staff. My husband was disgusted with having to hold the toilet seat up every time he peed and we were concerned that one of us would slip on the wet bathroom floor after showering.

Most of all, we were disappointed that no one acknowledged that the issues were either unfixable or apologized that they were not getting to them when they told us they would.

To top it all off, because we decided to cut our stay short after 12:00 PM, we still had to pay for the 3rd night’s stay. And no one offered us a discount for the issues we experienced during our stay.

We won’t be staying here again even though it’s very convenient for visiting our...