Best Western Lakewood — Hotel in Lakewood

First, I have never been more upset or disappointed with a hotel stay as I am with your hotel. I routinely stay in a hotel once or twice a month for work. Normally, I have stayed at the Marriott Townplace Suites in Lakewood. I decided to give you a try because of your rates and because you have a small workstation available in your rooms. I have stayed there a total of 9 times in the past 4 months without incident.

I checked in a bit after 11 a.m. on Thursday June 6th. Your front desk person Araceli helped me get checked into room 283. She explained it was at the back of the hotel away from the construction noise and that it was indeed private. I checked into my room (after several attempts to unlock the door). My stay was quiet as expected and that was that. Until Friday June 7th my checkout date. First, at 8:30 a.m. two females woke me by attempting to rattle the door (I am assuming to get in) and then proceeded to knock. I explained to them they had the wrong room and they left. Then around 10:30 a.m. I was coming out of the shower (with no clothes on) and an elderly woman was in my room! She had been at the door, I assumed it was housekeeping and that they would see my stuff was still in the room and leave. That was not the case. It was VERY, VERY embarrassing for both of us, I am sure. She explained that she was moving rooms and was trying to get into her room but that I was in her room. I told her that I was checking out shortly and that the room wasn't available, nor had it been cleaned for her. I then go to the front desk just before 11 a.m. to check out (even though I had automatic checkout). As I am in the lobby waiting for Araceli to get off of the phone, the elderly woman walked in and I saw on her key card envelope that she had room 283 (the same room I was in). I offered to let her go first (because when she entered my room, she had a walker). She said it would take awhile for her issue and I explained the situation to Araceli. She told me that I was incorrect in my room number 283 because she looked it up and it showed the room empty. I assured her it was not. She asked for my last name and then told me that I was in room 238 and treated me as if I was wrong. I told her that I was in fact in room 283 and that she is the one who checked me in, programmed my keys and wrote the room number on the key card envelope. I had even saw her earlier (after being woken up) when I went to breakfast (which was fine by the way) and has asked her if there was a trick into getting into the room because I attempted several times to get into my room. She said she would send a maintenance person, but explained to me that sometimes you have to pull the door shut and then put the key in. It did work, but it would have been nice to know there was a trick to getting into the room in the first place. What upset me the most is how I was treated when I went to check out (like it was my fault) and then she offered no apology. I think she was more interested in figuring out how she made a mistake than taking care of me and apologizing. The poor elderly lady was also very upset. So, here I am writing to you. My first instinct was to write bad reviews online (TripAdvisor, FB, Google, etc) so that if this is routine that others won't have to be subjected to this poor service.

FYI, this was the first email I sent. I sent three.

1. June 7 @ 3:54pm (no reply)
2. June 8 @ 4:37pm (no reply)
3. June 10 @ 7:00pm (no reply) Then I went to phone calls:
4. June 11 @ 4:04 pm (manager Asukas not in, left message)
5. Jun 12 @ 3:34 pm (manager not Asukas not in again, had left for the day. Leslie informed me that she had been in and out the past few days but would return my call. I told her that I had sent 3 emails and this was the 2nd time I had called. She assured me she would call me the next day. She did not) I held off on doing the Best Western survey, but finally after a week and 5 attempts at communication, I felt I had to leave them a bad review. Absolutely ridiculous that Asukas cannot return a call or email and...

I should have read this hotel's reviews before booking a room. This hotel is an absolute dump! It is a rundown Motel 6, which Best Western has put its name on. Best Western should be embarrassed to have their name even associated with this hotel. I have attached pictures of the disgusting walls. I should have photographed the whole room. The room was dirty and smelled. The curtains, carpet, bedding, walls and customer service were all terrible. The keys to the doors only worked half of the time. The breakfast service was awful, and they were constantly out of food. I never complained about anything while I was there. When I got home from my trip and looked at my emailed receipt, I found an extra $10 charge on my bill called "MISC. Charge." I called the hotel once I received my bill and was told the charge was for a stained washcloth. I never used a washcloth when I stayed there. At first, they said they would refund me the $10, but then they changed their mind and said they would not. I called Best Western, and they said this is an independent hotel, and they can make their own rules and charge whatever they feel like. Why would Best Western have their name associated with this place if they do not operate ethically? I wonder how many other guests have been charged $10 or more on their bills and either did not notice it or did not bother to call about it. I booked my room on the Best Western website, but apparently, they license out their name to these hotels that could never make it on their own with the Best Western name on them. If there is a problem with one of these properties, it is up to the customer to resolve the issue with that hotel property, not Best Western. Best Western takes no responsibility. Best Western customer service said they cannot get involved. I want to end by saying DO NOT STAY at this hotel! If you make the mistake of staying at this property, check your bill when you leave. You may end up having...

I should have read this hotel's reviews before booking a room. This hotel is an absolute dump! It is a rundown Motel 6, which Best Western has put its name on. Best Western should be embarrassed to have their name even associated with this hotel. I have attached pictures of the disgusting walls. I should have photographed the whole room it was so awful.|The room was dirty and smelled. The curtains, carpet, bedding, walls, and customer service were all terrible. The keys to the doors only worked half of the time. The breakfast service was awful, and they were constantly out of food.|I never complained about anything while I was there. When I got home from my trip and looked at my emailed receipt, I found an extra $10 charge on my bill called "MISC. Charge." I called the hotel once I received my bill and was told the charge was for a stained washcloth. I never used a washcloth when I stayed there. At first, they said they would refund me the $10, but then they changed their mind and said they would not.|I called Best Western, and they said this is an independent hotel, and they can make their own rules and charge whatever they feel like. Why would Best Western have its name associated with this place if it does not operate ethically? I wonder how many other guests have been charged $10 or more on their bills and either did not notice it or did not bother to call about it.|I booked my room on the Best Western website, but apparently, they license their name to these hotels that could never make it on their own with the Best Western name on them. If there is a problem with one of these properties, it is up to the customer to resolve the issue with that hotel property, not Best Western. Best Western takes no responsibility. Best Western customer service said they could not get involved.|I want to end by saying DO NOT STAY at this hotel! If you make the mistake of staying at this property, check your bill when you leave. You may end up having...