Best Western Plus Menomonie Inn & Suites — Hotel in Menomonie

If I could give this place a negative I would.... Before I write anything else I am gonna say I have never written a review good bad or otherwise. I work as a manager at a hospitality group and I understand customer service is hard. I also understand how hotel processes work and I would be utterly appalled if any of my employees treated a guest like this. We booked this place on March 30th my Son is going to stout in the fall (I will be staying in Menomonie a lot never here) My son, hubby, my mom and I were gonna go as well. My mom and I got on my Best Western app because I am an reward member and booked, she put it on her card with a prepay and save option. When we were preparing to go on the trip my Dad who suffers from health issues was having some problems and my mom decided not to go. No big deal, I though about canceling the 2nd room that we had but new we had PREPAID and so thought we would just take the loss. We arrived he asked for a card, I told him we didn't have the same card I didn't explain why ( irrelevant I thought).. They tried to charge me for the full amount, I explained and showed them our receipt that said nothing due on arrival. They said that was not the case and I had to pay again. I said no I do not want to pay twice happily swipe my card for incidentals but not the amount of the room. They argued the gentleman was extremely rude from the get go no welcome nothing just threw keys at us. Would not even let me try to explain. I called Best Western Support, they said they also had that I had paid in full. They talked to the Front Desk explained they agreed to check us in. I swiped my card for 200.0 for incidentals. We got to the rooms and I had just an icky vibe about the place. I put a block on my card something was off and it made me nervous that they were going to try to double charge me. We stayed that night went through all of things the next day, not a word from the front desk fast forward to 9:30 pm we are in the pool. Front desk approached us and said they would need our Credit card statement so we could prove we paid the amount. I told him I couldn't get it right away ( I would have to call me elderly mother to get that and she wasn't available at that time and technology is hard for her so I knew that wouldn't happen till morning) and then he said no big deal take your time. Gave us his email address perfect right WRONG we woke up in the middle of the night at 11pm saying if we do not provide our credit card statement we had to get out or pay 408.00 again ( they were going to call cops like we were stealing from them). I called Best Western customer service she said she still showed our stay as paid and sometimes small privately owned hotels systems take a while to show payment. I called my mom got her card number to see if they could look it up with that she also said she new it came through her bill. , she tried to call front desk 10 times no answer the best western customer service tried no answer. I went down to front desk trying to explain situation with her on the phone that I could get Credit Card Statement till in the morning etc.. they would not listen they just kept saying I had to pay again. Customer Service advised us to pay and when we got the Credit Card Statement we would be refunded. I don't think so I didn't trust any of that and I didn't want to give them anymore of my money after they way I had been treated. We left went across to the Hampton which was amazing. I have now gotten my moms credit card statement we did pay I have copies. So we were charged for our stay plus they charged the 200.00 in incidentals and we paid another Hotel Stay at Hampton. Never in my life have I been treated so badly. So much for being a reward points member I will probably never use them because of this experience. I am contacting Best Western about this to get my money back. I will not deal with this property again. Chain Hotels are what they are but...

Adding to Ikea Cat's review... The response from the management is completely inaccurate. For the past four years, we have had a wonderful experience with the Best Western Plus in Menomonie, Wisconsin as the location of our family Thanksgiving celebration. We have always been so happy, we booked the location at the end of the celebration for the upcoming year. The staff has always been so courteous and helpful in the past. As a matter of fact, they actually enjoyed food from our Thanksgiving dinner, which we willingly shared because of the wonderful service we received.

Management's response was completely inaccurate where he says, "Anyways then everything went loose shouting and screaming at our employees after getting drunk and not even willing to pay $40."

There was absolutely NO shouting or screaming. We are professional business people and we politely explained to the desk worker our disappointment in our experience. The desk worker was EXTREMELY polite and apologetic. No one in our party was drunk. As a matter of fact, I was at the desk with my 85 year old mother to pay the bill and neither of us had ONE DROP of alcohol to drink. We willingly paid the $45 that was quoted to us upon booking. If the price went up under new management, it their responsibility to communicate that with us prior to the event.

The manager stepped into the conversation and was very rude and abrasive. There was no refusal to pay the bill. That is a flat-out lie. There was no misbehavior. This was a family event with young children present. Management, please do not fabricate lies to make-up for your lack of communication and customer service skills.

On another note...despite a winter storm that ended almost 24 hours prior, the parking lot was a mess. The parking spots next to the building were not cleaned and there was no handicap accessible parking available that had been cleared of snow for my 85 year old mother to utilize. The lot was glare ice. Major liability if someone were to fall and get hurt.

I think the management of this hotel needs to remember that word of mouth is the best kind of advertising. Over the years, we have spoke highly of this establishment among friends, family and colleagues in the community. This all changed because of management's, not front desk workers', attitude and behavior. When management uses such false and disparaging words about a long-time customer, he obviously does not want the public to know how poorly he interacted with them. I wonder if there is a camera at the front desk....I know it would show that my description of...

We checked in and were surprised to be asked to put down a hold on our account in case we damaged anything which we were surprised by but did our best to trust the hotel’s policy was honest. Then we get to the room and there are hairs in several places in the room- on the bed and a small one in the bathroom sink. We try to just assume this was still cleaned but then we see quite a but of debris on the carpetting and obvious coffee stains on the granite counter top. We were called to ask if the room met our satisfactions and when I explained it did not, I was offered another room but there was no apology or note of surprise by the front desk person as though this is a common experience which made us apprehensive about the new room. We get to the new room and the fridge is a little gross (the freezer compartment was so gross we just avoided it) and there were like 2 hairs on the bed but we figure it’s much better than before so we’ll just deal with these things. We go do what we came to do in Menomonie & returned later in the evening, eager to swim since the hot tub would be open until midnight. We walk by the pools (which we already were hesitant to use based on the cleanliness of the rooms) just to see several middle aged men with a 24 pack of beers, several openned and scattered around the hot tub, despite an explicit sign saying no food/drink allowed. Out of concern for their safety, ours had we still went in to share this space with possibly drunk men, & out of liability risks for the hotel, we decide to let the front desk staff know. The person working seemed bothered by us speaking to her and just said “well my manager never seems to have a problem with it so it’s fine” and we just said okay… and went to our rooms. Clearly we were not safe and welcome to use that part of the facility. Overall, the staff we interacted with was not friendly or caring and we felt grateful there were no bed bugs and we got out of the hotel safely after the experience. Edit: I forgot to also say that in the second room my mother and I both used the shower and it filled to our ankles. The shower curtain also was dirty toward the top with brown stains. Shampoo & conditioner said 2018 (not sure when it expires but this seems like it might be older than ideal). Good idea to bring your own shower items and to prioritize checking cleanliness of room very thoroughly before settling in. Pool might be unsafe...