Best Western Henrietta Inn & Suites — Hotel in Henrietta

In my case, third time was not a charm! Since new management and new owners have taken over, this hotel has done nothing but go downhill. Stay number one was September, stay number two was November and stay number three was most recent in December. On our first stay in September after the new owner had taken over, there were several things that were wrong or unacceptable with our stay. I spoke with the hotel staff and they assured me that once they had a little more time everything would be better. Fast forward to our stay in November. Many of the things that I complained about on the first trip had not changed at all and there were more things to add. I made an official complaint to BW customer service And made an official review on TripAdvisor. The owner then sent me a not so nice email with excuses for the problems that we encountered. Also, he basically called me a liar on several of the issues. I replied to his email in hopes that he would see that I just seriously wanted these things fixed because this is the only hotel in Henrietta, TX , where many of my family reside and myself along with other out of town family have stayed at this hotel since it was built. I personally have stayed at this hotel as many as five or six times a year every year. Moving forward to my stay in December. When I arrived I was not allowed to check in by the owner until I went and approved my room because he did not want me to make any more bad reviews on him. I assured him that I was there to give him a third chance and that I was willing to let things go as long as there was an effort made to fix the problems. (The number of issues are too numerous to list here)During this 3rd visit , it became apparent that very few of the issues had been resolved. The final straw was at check out, I noticed That I was charged a different rate for my room than I was quoted. When I asked for a refund of the difference, The employee at the front desk told me that I needed to email the owner. I told him no he could just refund the money and fix the problem. He proceeded to tell me multiple times that I needed to email the owner and I asked him to please call the owner. He finally called the owner and he and the owner together agreed that I would not receive the refund. At this point, I let him know that that was the last time I would be staying at this hotel and that I would be giving another review and calling customer service again. Once I was out of the hotel and into my vehicle, I tried to pull the reservation up on the Best Western app. The only problem was the reservation was no longer visible. I was unable to leave a review or make a complaint or anything else. That is when I called the best western corporate customer service. I informed them of everything that had gone on and let them know how dissatisfied I was. They assured me that they would reach out to the owner and use my information as training for him.

In conclusion, I wouldn’t even recommend this hotel to my...

Stains on couch and chair. That's so nasty... Who would sit in something like that?? Room 205 king suite. I have stayed at this BW many many times. And never a problem. Now their is new management.... Hum....... P.S. The towels are so hard and stiff I thought it was the mat you throw down for the shower. ** Update you won't believe this.... We rented the hotel for two nights The second night when we returned back to the hotel our room keys were deactivated so my husband went downstairs to tell them of the problem.... The New owner of the business was working the front desk, And my husband said our cards have been deactivated.The owner said room number my husband said 205 the owner said "Voorhees" ??? The owner lit my husband up and said ""would you please tell your wife to take down that review I've only had This hotel for one week Please tell your wife to take down the review"" My husband said please just give me new keys I want to get in my room and go to sleep. So he gave him only one new key. So when my husband came back up stairs where I was waiting for him to come with new keys,,, he had this real upsetting look on his face I said what's the matter then he told me what the owner said to him.... So my husband and I packed up our stuff and Left the hotel This was 10:00 at night We went back to my sister's house in Wichita falls and stay the night with her. I am a gold elite member of Best Western And I will never stay at their hotel again You will see what I'm talking about when you get there. So if I own the business and I was going to be open to the public I would make sure everything was clean. Doesn't matter how long you've had the business your housekeepers should have took a warm soapy rag and cleaned the couch and the chair before letting a customer stay in room 205. I will be calling corporate. And use some fabric softener in your towels please for future customers but not me or my husband ever again.! UPDATE MAY 2025 IT'S BEEN 3 YEARS SINCE WE STAYED HERE IN HENRIETTA. MY HUSBAND MADE RESERVATIONS ONLINE THEN THE NEXT DAY THE LADY FROM THE HENRIETTA BEST WESTERN HOTEL CALLED AND SAID SIR YOU ARE ON THE DO NOT RENT TO LIST. SHE SAID I CANNOT RENT TO YOU. SO WHY CAN THEY NOT RENT TO US IS IT BECAUSE I GAVE A...

BED BUG! Stopped here passing through w 2 kids as it was the best option/closest that allowed kids.. checked in after 11pm checked beds everything looked good got in the shower when they come in asking what kind of bug they found crawling on the bed! took bug downstairs she confirmed it was a bed bug moved rooms - found the reminant of bugs (which I thought looked like peanut shells but matched the google image) toilet had poop on it, hair in the bed it’s now almost 1am- looked and nothing available for another 30miles asked for a room on a diff floor This room was clean was told to speak w AM manager Josie for a refund. Josie is Said to contact the agency I booked through and then when they contacted her she denied the refund. Lying saying we were there over 12 hrs (check in to check out was less than 9 hours) and that we should’ve changed hotels if we wanted a refund. I called Josie back and confronted her about her lie .. she then accused me of bringing the bed bug in!! And then said “you didn’t even sit on the second bed” well tech no but I pulled the sheets completely off and moved the mattress out so how could u tell I didn’t sit on it ? Then she hung up on me I called back and asked for corporate number she said you can look it up online have a great day and hung up I will NEVER stay here again I will plan to drive the extra or sleep in my car. The beds were so hard it wouldn’t have been that much of a difference the kids actually asked to sleep in the car because of the bugs.

Not sure I’ll ever stay at another best western after dealing w this rude mgmt staff! She didn’t even apologize for having to change through 3 rooms when I spoke to her at the hotel!! The night staff was so embarrassed I felt bad for her. Josie needs to take customer service training !! We are on a long trip through multiple states and will not be staying at a best...