Best Western Limestone Inn & Suites — Hotel in Mexia

LACK CUSTOMER SERVICE! Do not stay here if you’re BLACK!!! Stayed one night at this hotel this past weekend for a family gathering, rooms were clean and decent. However service was HORRIBLE!!! Clean towels would not be provided unless you carried your own dirty towels to the front desk which I find very disgusting and disturbing considering that’s a community space and COVID guidelines and regulations… CUSTOMER SERVICE was horrible. At check-In instead of a warm greeting and room assignment I was told I would be evicted from my room for any drug use, propping the back door open with a rock to let strangers enter, inviting people to swim or stay with me who weren’t present during check in… Asked how many people were in my room other than myself and two kids who was present with me during check in, I told her no one and after my response she proceeded to tell me for a second time I would be evicted and she would call the fire Marshall if, I had anyone else in my room or used any drugs in the room. At this point I’m uncomfortable, with reservations about my stay but I was amongst family and it was only for one night… Unfortunately as the night progressed things turned for the absolute worst!! Several family members were locked out of their rooms, the police were called several time, the hotel was surrounded with cops and sheriffs, mind you this is a large FAMILY Gathering, the lobby was full of kids that had to witness this because it happened as we were returning from the gathering… A family was put out the hotel I’m the middle of the night by Police officers at the request of the hotel staff for false nonpayment claims, this family had to travel back to Dallas at midnight with their 3 small children… After further investigation by hotel staff and involved parties, the hotel staff were in the wrong… And of course in good white racist and prejudice fashion the apology went “I’m sorry I didn’t know the balance had been updated I didn’t see any notes but I only called the cops because I feared for my life” This gotta stop #RacismStillExist

Response to owner: Please advise this is not my opinion but my experience while staying at your establishment… Also I know nothing about drugs and foul language nor did I take part in it so to continue to associate me with bad happenings is so unfortunate clearly you took nothing away from my original review… FYI all present and future correspondence and concerns in regard to this matter are being discussed and reported to Best Western cooperate headquarters office in Phoenix,...

Upon arrival it was one red flag after the next. My family and I stayed here with a large group reservation for our family reunion. The first red flag was that my cousin (a black male) was charged over $200 for a room that was already paid for. Second red flag, I was denied access to my room by the male rep allegedly due to an unpaid balance. I was not given access to the room until the reunion coordinator spoke with the owner for an arrangement that had been in place for months prior. Third red flag, the breakfast taste bad and my 12 year old daughter was confronted by staff for getting syrup for waffles she prepared in their dining hall. Fourth red flag, the bathroom was infested with spiders and the bathtub had permanent stains from what I can only assume came from the lack of consistent cleaning. Fifth red flag, on day 2 we needed clean towels so I grabbed the dirty towels and turned them into the front desk. The female rep claimed she could not give me any clean towels at the moment and I could get some later.

Sixth red flag and final straw, after a long day of activities my husband, daughters and I returned back to the hotel ready to shower and rest. To my surprise our key card did not work. With the hope to have the key fixed I reported the matter to the front desk. The male staff representative walked away ignoring me and the female staff representative advised me that my family and I had been locked out of the room due to an unpaid balance. Yes, she was referring to the balance that already had arrangements for payment. To eliminate any further humiliation I kindly asked to retrieve our things out of the room so we could leave. Instead the female rep denied me access to retrieve our belongings and called the police on me. My children were frightened and crying. I was crying, humiliated and afraid. I was afraid I was going to get my first trip to jail and afraid I or someone from my family would be murdered by the police. My family and I were eventually able to get our things from the room after my name and background had been checked. And I still wonder why it even had to go that far.

A one star rating is too high! I highly recommend you DO NOT do business with this establishment especially if you are Black. The customer service is poor. The food is poor. The cleanliness is poor. The establishment lacks the means to accommodate large group reservations. The establishment lacks the knowledge and skills necessary to de-escalate or...

The customer service at this location was very unprofessional and extremely disrespectful. I booked my 2 bed room for me and my family while we attended a family reunion. I booked the room late April and I needed the room for a weekend in late June. I called the Wednesday before the Friday I would be staying there just to see if everything is booked and ready to go. They tell me yes it’s reserved for the weekend and they told me the price I will need to pay when I arrive. Great. When I get there, the manager was not only being rude about telling me I didn’t have a room, but she had an attitude about looking up the confirmation number I got in my email. She looks the number up and tells me the room was canceled because they called me Thursday to confirm the room and I didn’t answer so they canceled the room. I still had my email open so I looked up the number I called them looked at my call log and showed them I called this exact hotel on Wednesday and confirmed. It just so happens the lady I talked to on Wednesday is also standing at the front desk and she tells the manager yes he called but I didn’t know I was supposed to confirm it in the system. So the lady that has made this mistake proceeded to say “but when we called you on Thursday and you didn’t answer we didn’t confirm the room and the payment didn’t go through”. She confirmed my room on Wednesday and she also told me I will be paying at the register when I arrive. So she starts getting loud with me in the lobby in front of my family and grand mother as if I’m the one who made the mistake. After the manager realized they had legit made the massive mistake of canceling my room they tell me there’s nothing they can do because the hotel is full . They were willing to give me $20 off a 1 bed room and only for 1 night. I live 2 hours away from Mexia. And I’m supposed to be in Mexia Friday through Sunday with no where to stay. Customer service was just very unprofessional to say...