Best Western Canal Winchester Inn - Columbus South East — Hotel in Madison Township

I called and booked the largest room with the Jacuzzi over the balcony rm 201 ||My female friend and I arrived and had forgotten to bring the cash deposit we intended. I asked Danielle could the room be put into my friend's instead as it was her desire. ||Upon returning I believe the lady, now in Danielle's seat at check-in name was Debbie. She appeared off a bit but I thought little of that. I was excited to show my friend where my husband and our family like to come. My words at check to the representative ' jokingly was boohoo.. I hoped it was empty so we can swim alone as I laughed' she had glared with a sort of dead chuckle.. I further tried to brighten her day. Just KIDDING, saying to her, after hours pretend you don't see us if we're sneaking in for dip!||||Reading a new sign on there mantle of there policy and tolerance to the smell/ odor of CIGARETTE & other smoke substances being a reason to loose deposit.||||I stated to Danielle whoa that's new, not concerned at all because I have never seen a reason to smoke in the room to create a violation. Especially not any new odor that we didn't already have upon checking in. As to say we definitely came in with the smell of State Legal marijuana on us. ||||I stated that my husband is on the way to join my friend and I to the staff checking us in " Debbie". I am described him as tall Explanation to not be alarmed.||My friend and settled in a bit. Turned the Bluetooth speaker on that was observed by Danielle upon our 1st arrival. I'd say it was a good 30 minutes into vibbing out. A door knock and my friend I look at each other in confusion. Knowing it's to early for it to be my husband. I look out the peep hole its Danielle spraying air freshener asking us to turn the music down. And we did respectfully so.|| Not realizing it was too loud.||||1st encounter with Danielle, I asked her how she was doing and how was Ms. Tammy, manager of the establishment. She proceeds like she fine and Tammy is just more grouchier then ever. I was like cool with a smile. I expressed I cannot believe folks have ruined things so badly with smoking. She shakes her head, like yes the owner isn't negotiable anymore about it ".||||The room already smelling like CIGARETTES and the Jacuzzi needing more TLC before hopping in I didn't bother. I was still am praising Tammy the manager to my friend expressing how she helped me have my daughters pre open surgery 10th party in the room we were in etc.||||Later that morning I called twice with a couple questions about late check out, towels and printer. Speaking directly to Tammy even through my politeness in tone her was indeed a grump, dry and short with negative attitude. Again, not thinking much on it after being told no to a later check out. At check-out we all left out separately. We assured ourselves to leaving all our fabric stuff in the closet not on their carpets, bed, couch or anything. We also carry smoke eliminator spray. We sprayed that for the cigarette smell we check into. They refused my friend her deposit still.||||I of course went in asked Tammy calm & nicely why this happened and explained we never disrespected, and the smoke smell we kept to being sure or odor was the same as when we checked in. Because if that's the case why not tell us at check in we we're allowed to check in. Why take my friends money at all. Tammy shaking with fury explained I too was banned and my friend called her b. I was like wait, and what did I do? guilt by association she said.||||I returned to talk to Tammy more. Explained how I spoke highly of her asking her co-worker how she was.||With rage in her tone, she said I know you spoke about me, telling my staff you know me and can break the rules because of it. She continued yea, and you two girls had your husband staying, he wasn't listed and y'all had two little girls with y'all as to say I violated occupancy. ||Saying we went out to club leaving the kids. In shock I explained my husband would be joining us, 2nd we never walked in or out with nobody kids and what the in the world club did I go too? I left out 1x to smoke, air out and came back in. Having cameras everywhere and not using them as proof is wild.||||Imagine coming to a place for years loving the staff to being lied on by them! I told her pull the camera feed PLEASE with a dance because it's a lie. Tammy started yelling at me to get out. While I am in the middle of now being able to defend and speak on my own behalf. I asked her to calm down and hear me. Tammy stated if I was speaking truth, then she needs to speak to her staff. I am like yea and pull the cameras. Tammy further explains their cameras don't have sound. I said call the police and get a lip reader or something! I am a gold member and never in life had a deposit not be returned or been lied on.||||Because your staff lied to you or maybe mistaken us for the other guest that was smoking in their vehicle next to us, who knows. But I do know it doesn't make sense for me to come in with guests saying I can violate the rules because I know the manager! The wild part is the entire time she said all she was hearing was complaining attached to my name, yet no staff came to me about it not even her!! ||||Had a whole attitude feeling I was in violation under her name. Not offering good customer service of decency to express or explain this. Or if they felt we were causing odor why not have kicked us out per the new policy vs leaving us clueless. She sarcastically said, as I asked for a copy of the policy. The owner not going to her deposit back!! I then responded, well I wasn't going to lead with that as it's way bigger than the deposit. All three of us poop $150 daily easily daily. It's about how we got treated us with 0 knowledge anything was a problem. ||||My friend handed you her check out card and Tammy gave no eye contact, she through her hand out with hateful aggression to collect it, wasn't even going to explain how she wasn't giving it back! Instead, you say to her as she's waiting for the complete check out process, " is something else I can help you with" like huh. She like um yes, my deposit please. then you tell her no cause smoke in the room. Only then she stated on her way out that " y'all are some B's her words not mine. However, if I understand now and apologize to you for the false drama.|||| Mind you good people, we checked out YESTERDAY Sunday 4.12.25. I took a beat to sleep on it as my integrity is bothered my such accusations. I was like wait I am a disabled mom with disabled twins at home, what club and why would I bring kids if I am coming here to get away from them lol. Staff said we went to a club and had extra guest LIES. It just shows the loyalty of customers are no longer a value under this owner. And the responsibility of the hotel ability to take accountability is trash. Good customer service is a void here. Like what was y'all upset with the LGQBT behaviors? What happen to the customer having a voice or being giving a benefit to the doubt?||||At the end of the day, I am Media Figure- Business Owner, My Husband and Fork Lyft Manager and my friend and government official VETERAN who served in the military. All users of cannabis for medical reasons Legit robbing people. If you're a smoker of any kind DO NOT STAY HERE. They are for nonsmokers for sure!!!||||(short version of story) we were not asked to vacate the premises cause they are the full of it!|| Pull the camera...

I encountered a significant issue during my recent visit. The staff member at the front desk was unhelpful and displayed rudeness when addressing a problem with my reservation. This experience highlighted a gap in customer service that could be improved through better training and staff support. A more constructive and empathetic approach in such situations would greatly enhance the guest experience and reflect positively on the establishment.

Update after response from the owner:

I recently contacted the manager of the establishment to discuss some concerns I had with my reservation. Unfortunately, I felt that the front desk staff lacked professionalism and did not provide the assistance I needed. After seeing the owner’s response online, which contained information I was unaware of, I feel it’s important to clarify my perspective.

Upon arriving for my reservation, I was surprised to learn that I was listed on a "Do Not Rent" list. This caught me off guard, especially since I hadn’t stayed at this specific location in many years, although I’ve had several stays at other Best Westerns since May 2020. The receptionist was unable to provide clarity on why I was on this list or how long I had been there. She graciously allowed me to see the screen indicating my status, but it only showed "Do Not Rent" without any additional context, leaving me feeling unsettled.

I inquired if my husband could book a room under his name while we resolved this issue, but the receptionist explained this wasn’t possible due to my presence. This was disappointing, and I felt that my concerns were not being taken seriously. I later called the Best Western customer service line and was advised to reach out to the owner for more information.

When I spoke with the owner, he informed me that the reason for my "Do Not Rent" status dates back to May 2020, related to a claim that my room smelled like marijuana and had some residue. He mentioned that the hotel takes such matters seriously due to the extra cleaning required. However, I was never informed of this incident at the time, nor was I charged a cleaning fee. Moreover, I was troubled to hear that the staff had refused my husband a reservation due to the perception that we smelled of marijuana, which is simply not true.

I understand the need for policies regarding cleanliness and safety, but I raised a point during our conversation about the changing landscape around medical marijuana. It seems important for establishments to consider that some guests may have legitimate medical uses for cannabis, which could lead to misunderstandings based on scent alone. That did this mean that future guest would be denied service?

Overall, I want to emphasize that my intention in sharing this feedback is to encourage growth and improvement in customer service at this establishment. My initial review highlighted my experience with the staff, and I believe that addressing these concerns can lead to a better experience for future guests. Thank you for taking the time to read my thoughts on...

Do not do it. My stay here had me feeling uneasy the whole time. We first get there walking past the front desk and what I assume is the guy working the front desk keeps stressing for us to read the no smoking information. He keeps saying no smoking. Made sure to mention if it’s parties you will be put out. Put out put out put out. Okay I heard you. We are not hard of hearing and do not have a learning disability. Why have I heard it 3 times already. Tell me what you have to offer or enjoy my stay. Tell me where things are. I know you don’t just say no parties and no smoking. From the time I got there I recorded everything that I did. I recorded how clean the room was when I left it. The time and date. My sister set the room up for me for my anniversary. The room had 6 balloons in it on a string. When she came in they said we don’t do parties. Why was that explained my whole stay until I checked out by the morning time. During my stay in the said room was a dirty thong. The same man that was racially profiling us the whole time came to the room with someone else to see the room and what was inside. Also to retrieve the thong next to the bed. Was the room even cleaned!? Not once said anything about it being a party inside the room. Why? Because it was no party. He saw the happy anniversary. Didn’t even look like a party. My grandmother had to come clean the room because my sister was already set up with our things in it. We never made a big deal. Was going to make the best of it. I check out at 9am and the front desk person says to me I was left a note saying to keep your deposit because you had a party, they said they saw balloons on the camera. Why was I not put out like he kept stressing at check in. If you saw on the cameras you would see it was no other people and no party. Mind you we weren’t there long because we didn’t come to the room until damn near bed time. It was late. Check in was at 3. We only got to sleep for a couple of hours. I explained to her we are two government employees who were just trying to relax away from home. We get hotels all the time and never have any issues. The only reason we booked here was because our usual place doesn’t have any rooms available for the one day we wanted. I explained it would NEVER happen again. Nothing was relaxing of the stay. Spending my hard earned money to just go home wishing we never placed a reservation here. My sister and grandmother made sure to go by the desk when they were leaving to let them know that they were leaving because they felt like the guy from the desk was going to try to say it was more than 2 people staying in the room when it was only booked for 2. That’s what I mean how the whole experience was for everyone. Frustrating. Good people you make feel as terrible as you did. Shame on you! All people of color do not smoke. We are not all about parties. I tried to not even select a star but I had to in order to leave...