Best Western Plus Tree House — Hotel in Mount Shasta

I wish that I could provide a review based upon actually staying at this hotel but I am leaving a negative review due to the service quality from the reservation process and assistance from hotel staff. Keep in mind, I never leave negative reviews like this but considering how frustrated I am, serve this review as a warning to anyone that may be looking to book here that you may not receive great customer service contrary to the positive reviews.

On 12/28/24, I booked for one room (looked beautiful, wish we could have enjoyed it), for the dates of 01/12/25-01/14/25. We had some change of plans and decided to modify our booking for 01/12-01/13 instead. I clicked on "modify booking" that was listed on my email confirmation, which then took me to a page that gave me the option to "edit stay". I proceeded through this link and from, what I thought anyway, modified my stay. Shortly after, same day of modifying, I received an email confirmation stating with the header, "reservation confirmation". Assuming that this was just confirmation of the modification of the nights, I did not open that email. I did not think I needed to since modifying seemed straight forward.

On 01/12, date of check-in, we received very unfortunate news that gave us no option but to cancel our travel plans. I pulled up the email to see if we were still able to cancel day of. At the bottom of the email from Best Western, it stated, "You may cancel your reservation for no charge before 04:00 PM local hotel time on Sunday January 12, 2025." under their cancellation policy. We were happy to see that we were still able to cancel per the policy listed in their email so we then immediately called at approximately 1pm on that day to cancel the booking. We were told by the front desk staff that the hotel needs a 24-hour notice to cancel. We kindly informed, as that may be understandable, it does however state in the email from Best Western that we are nevertheless able to cancel our reservation as said above. The front desk receptionist at that time was unaware of anything like that in the email and stood firm with her decision to decline our request to cancel without charge. Important: At this time, there was no mention by hotel staff that there were in fact 2 identical rooms booked which is not their fault necessarily because they may have assumed that I am calling to cancel however many rooms under the reservation. Regardless, point is that this information was never exchanged. We are still unaware that there are apparently 2 rooms at this time. We then, called the general reservations line to see if they may be able to assist instead. They asked for a confirmation number, which again, I only knew of one at the time, so I proceeded to give them the one number I knew. They confirmed that we were in fact able to cancel before 4pm as per their general policy. We therefore canceled the room. I even made sure with the reservations rep that there will be no charge made. I asked because of the conflict there appeared to be with the hotel themselves. The rep confirmed that I should not be charged. Again, still no mention of a second room even with the rep.

The following day 01/13, sure enough, there was a pending charge on our credit card. When I called the hotel about the charge, they stated that we did cancel one of the rooms but we "no-showed for the second room". It wasn't until this phone call that we learned that there was the original reservation still active for 01/12-01/14 AND a NEW reservation for 01/12-01/13 rather than a modification. We were quite confused because we followed the steps to modify through the email and had no idea how a new reservation was made rather than a modification. The front desk receptionist at that time was not very helpful or understanding and made it seemed like we purposefully "no-showed". For the sake of character limit on this review, management was supposed to follow-up, never did. When we called back to follow up over 2 weeks later, they stated that they are refusing to refund us without talking to...

I tried to like this hotel, but it keeps getting worse and worse. For starters, room rates have increased more than $100 since last year for the same room on the same dates. Not sure what the increased rate is for, but it’s not for housekeeping. When we checked in for our 4-night stay, we were told there would be NO housekeeping services. No trash removal. No clean towels. No vacuuming. No bathroom cleaning. No restocking of soap or shampoo. (I guess that tiny bottle of shampoo and sliver of soap was supposed to suffice for 3 adults for 4 days?)

Our room was stocked with 2 sets of towels for 3 adults for 4 days. I had to walk down to the front desk at 11 pm to get more towels and they said they didn’t have any. Staff member finally got us some towels from the pool. We then had a discussion about the lack of housekeeping services for four days being unacceptable, and I was told our room would be serviced each day. It wasn’t. Housekeeping never came to clean our room. On day 3, we met one of the housekeeping staff in the hallway and paid her to clean our room.

This hotel is very difficult to maneuver if you have trouble with steps. (Don’t stay here if you have bad knees!) Most of the hotel has no elevator, so if you aren’t on the ground floor, you have to haul your luggage up two flights of stairs to get to your room, and go up and down the stairs every time you want to leave the room. (No one offers to help with luggage — you are on your own.) I specifically asked if there were any suites on the ground floor or in the building with an elevator, and was told no. It turns out this isn’t true and there ARE a few suites that don’t require you to go up and down the stairs, but the staff member I talked to gave me false information.

This Best Western does not offer the standard free breakfast that other BW hotels do. The food at the hotel restaurant is good, but service is “interesting.” Our server was efficient, but bossy. If you don’t immediately know what you want, she will tell you what you want. If you do know what you want, she will tell you that you are wrong.

The bright spot at this hotel is the staff at Cooper’s. Very nice people and good service!

Some of the older hotels in Mt. Shasta are being updated and renovated. I recommend checking them out, rather than giving the Best Western...

5-10-25 One night stay and loved it. Love the log cabin mountain feel of this place! The room was meticulously clean which helped me sleep soooo well!!! Was in town on a different trip and had lunch in Coopers which was excellent and had wonderful service. So when I was on a road trip this time coming through town I decided to book a room last minute since I knew I liked the restaurant. The room was super clean, comfortable and spacious. Ac worked great and easy to operate. Appreciated the nice separate shampoo, conditioner and body wash options in the shower. Stayed in room 208 which had 2 doors to access the room, one from parking lot and one from inside hotel hallway corridor. Loved this! As front desk explained we had to go inside the hotel hallway entrance from the parking lot first to access the room internally, then remove chain lock from room door leading to parking lot, then we could use either door we wanted during our stay. I appreciated that safety feature! The front desk staff was really great from when I called ahead to inquire about a room to when I arrived and checked in. I Was very grateful for the ability to do a late checkout! The property is very well maintained, beautiful and loved that the hot tub - pool are open at 6am! Didn’t use fitness room but had the basics and was right next to the pool. I loved the huge hot tub, jets aren’t too strong but didn’t bother me. The Pool was too chilly for me. Also appreciated that I could bring drinks into the pool area just no glass or food understandably so. Having stayed at several hotels in various places from OR to CA at similar price points that had filthy floors and more I genuinely, greatly appreciated the level of pride the staff here takes to ensure guests and property are very well taken care of. The room was spotless, their housekeeping does an excellent job! I wish they would start a YouTube channel to train other house keepers in the industry to raise the level of standards across the board. The fridge in the room doesn’t have a freezer but there’s a note in the room to contact front desk if you have items needing to stay frozen. They also offer baby cribs if needed and they have coin operated laundry room, just very accommodating overall. Will be...