Best Western Plus Las Vegas West — Hotel in Las Vegas

Let me start by saying that this is my second review of this property. This is a Best Western Plus and is priced as such, but it should be a regular Best Western at best. We stay at Best Western properties more than 40 nights a year, so we have a fairly good understanding of what to expect from the chain. On our previous stay at this location our sheets had holes in them large enough to poke your fingers through, the door jam looked like it had been recently replaced and hasn’t even been painted to match the rest of the mounding around the door, and the security latch as broken off, making me call into question the security of the hotel. Needless to say, we did not have a positive experience. Despite this, we decided to give this property another chance, which was a huge mistake. On June 3rd we needed to book a 9 day stay in Las Vegas beginning on June 27th. We usually stay at the St Rose location, especially after our previous horrible experience at this location. For the same price we could get a full kitchen suite at the Sahara location as opposed to just a suite at St. Rose. Despite our previous stay we thought hey maybe it was just a one off, it’s been a while maybe things are better now, and for 9 days it sure would be nice to have a full kitchen. So we went ahead and booked, noting that we would have our two small dogs with us in the comments section while booking. Nearly a month after we originally booked the room myself, my 30 week pregnant wife, and our two small dogs drove for five hours and arrived right at our check in time. We were checked in and given our keys. Great. While checking in we noticed a sign on the pool door that it was closed, we were informed by an employee standing by the check in desk that it was closed because there was electricity flowing through the water, but that it would hopefully be open in a day or two…. We went to our room to discover it was a regular room, not the suite we booked nearly a month previously. We went back to the front desk to inform them that they had checked us into the wrong room. The desk person informed us that pets weren’t allowed in the suites. This was news to us, he explained that a supervisor had called my wife’s phone and it was out of service. We asked him the number and he showed us the same cell phone number my wife has had for 20 years and that has not been out of service once since she got it in 2001. He told us there was nothing he could do other than check us into a regular room. We asked him what if we boarded our dogs or found a place for them to stay and he told us that unfortunately they had already sold our room to someone else, so even without the dogs we wouldn’t get the room we booked. We asked to speak to a supervisor, he said that he had been texting her about the situation but she would not talk to us directly. We asked for assistance in finding another property with a room that fit our needs and he informed us that as they are independently owned and operated they could not offer us any further assistance. The supervisor he was texting was only willing to lower the rate of our booking to account for the standard room they were offering us. This means we were left on our own to find a 9 day booking the day of that had some form of a kitchen and that also accepted dogs, hopefully for the same price, that would be over July 4th weekend…. If the whole no dogs in suites thing is their policy, fine, but I really wish we would have been informed of that, I don’t know, at any point before we actually walked into our room. Like, if we had a few weeks notice that would have been great because it would have given us time to find alternate accommodations. It really left us in a horrible position, I cannot believe guests are treated like this. Oh and they had our email as well but they didn’t bother to contact us there either. Avoid...

*Responding to Owner's Reply: I am glad to hear you finally did report to the authorities what happened and that you confirmed the driver of the vehicle was not a hotel guest. However, it still was very disappointing that we did not receive respect and kindess from your front desk and general management staff. Also, the fact you did not honor a partial refund, means we are still dissatisfied by your response, hotel service and our experience at your establishment. We will never book a room with a Best Western Plus hotel again.

We had a terrible stay at the Best Western Plus Las Vegas West in Nevada and would like to write a formal complaint against the general management staff. Faith (Front Desk Manager) and Mya (General Manager) were unbelievably rude, unprofessional and unaccomodating. They don't have security and don't take any responsibility for disturbances on and around their property. There was a guest who decided to do rev his engine at 5AM while parked in the back lot (in a fire lane right next to hotel rooms), almost causing a fire. This startled us awake and the burning rubber from the tires traveled into the hotel, the hallway and our room. My boyfriend, I and my poor puppy were breathing in these terrible toxins and could barely breathe. The hotel management refused to accomdate us with a partial refund for the inconveniences we endured during our stay.

Another sassy employee (young and mixed ethnicity) mouthed off when I was in the lobby, complaining about how terrible the management has been to me. They didn't even know that the electric plug to the water cooler had short circuited, leaving guests without a water supply. My boyfriend fixed the plug and water cooler so that we and other guests could have access to water. When I told the front desk staff this, the other employee and Faith said in a snarky tone "Oh, thank you...have a nice day!" I couldn't believe the tounges on these employees. The only great thing about this hotel was the cleaning staff. They were kind, helpful and apologetic, as they agreed that the management staff was mistreating us.

The general manager claimed that the back parking lot, where the fire almost happened, wasn't their property and not their responsibility. Yet, they have a guest entrance to the hotel coming from that back parking lot and a camera facing the parking lot. There were a lot of sketch cars and people just parked in the lot. Guests could be harassed or assualted, and yet Mya claims they are not responisible for anything that happens back there...she is very mistaken and wrong about that claim. Even the cleaning staff agreed with me, that they are reponsible for what happens back there. They have a dog 'bathroom' area and smoking section in the back, as well as cameras that are clearly not monitored by any security. The reckless driver who burnt his tires in the back lot, causing smoke and rubber toxins in the air, could have been prevented if they were properly monitoring the cameras and property. I was shocked to find out that Faith and Mya didn't do anything to investivate the car and driver, as it could have been a hotel guest (most likely it was, as several cars were parking in the fire lines and blocking the hotel entrance in the back during our stay, which was also a wheelchair access point).

Faith and Mya would not honor a partial refund request and are unbelievely terrible employees. This hotel could be so much better if it was managed by more competent and...

This hotel should not be allowed to be called a Best Western. I’ve stayed in many locations throughout the world but this location is just not ok. From unclean rooms with bugs land silverfish and hallways with trash in them and inedible breakfast and dirty equipment. Many concerns were voiced and staff did not handled in a way I would expect and used to. We ended up leaving early because non of our complaints were being taken seriously or handled.

Brief overview to give insight about how the hotel experience was:

We had some complaints about the room after the first night, but because we left early and no manager was available we voiced our concerns to the staff behind the reception. Complaints were unclean bathroom, dirty sheets, bugs on the room( silverfish and some others) loud airconditioning and bad air quality. When addressing this the woman behind the reception promised us this would be taken care of or we would be contacted, we would be out till late evening.

When coming back around midnight nothing was done to the room, and the night receptionist couldn’t find any notes on our earlier issues. Only thing she could do was hand new towels. since it was very late and we couldn’t check in a nearby hotel at that moment we stayed for the night and changed plans for the next to address the problems and find solution. The solution of the hotel was simply if you don’t like it leave. We will waive the last evening if you check out before 10am, but in my opinion rightfully so, we wanted the second night stay reimbursed and not only the upcoming one not charged, since not improvement was made. After some discussion, and not willing to get manager involved we were prompted to settle this through the booking site we used.

The booking site came through and the hotel promised them to reimburse us that night but now a month later this didn’t happen and hotel manager is unaware of all of this because no notes are in their system.

Safe to say the whole experience is very bad, poorly handled complaints on top of a hotel with run down rooms with a staff that doesn’t care about customer satisfaction or...