Best Western New Albany — Hotel in New Albany

My recent experience at the hotel was extremely disappointing and frustrating. After a long trip from California with my family, including my children with a baby and our small shih tzu, we arrived in New Albany excited to ring in the new year. Unfortunately, that excitement quickly turned into disillusionment.

First and foremost, the hotel’s website had significant technical issues, making it difficult to reserve and correctly input the number of guests. Upon arrival, the receptionist, while initially helpful, informed me that I would have to pay an extra fee due to the number of guests and for having my dog with me. This was surprising, as there was no mention of these charges on the website.

After questioning the receptionist, I decided to cancel the reservation since the situation was confusing, and there was no clarity on the hotel policies. It was at this point that things escalated. A man who identified himself as the manager, Brian, approached me in a very aggressive manner while I was in my car. He yelled at me, instructing me to leave the parking lot and claiming that I was not welcome there. His outburst was completely uncalled for, especially considering the circumstances.

Furthermore, he accused me of damaging the lawn, specifically stating that I was killing the grass, which was already dead and yellow. The lawn was littered with trash, and it was clear that it had not been well-maintained. His reaction was not only rude but also completely disproportionate to the situation. Instead of addressing my concerns or offering assistance, he chose to intimidate me, which left me feeling unwelcome and disrespected.

In addition to the poor experience with the staff, the overall condition of the hotel was also lacking. The parking lot was chaotic, with a truck taking up a car space, making it difficult to maneuver.

Ultimately, we managed to find a hotel a few miles away where the reception was much warmer and more accommodating. Therefore, I strongly recommend that anyone planning to visit New Albany avoid this hotel and, by extension, this chain. If the team is represented by someone like “manager” Brian, it’s hard to imagine that the experience could be positive. In hindsight, I consider it a blessing that we did...

My family needed a last minute place to stay so we booked with BW due to have points from a friend. I called to make sure we could check in early. I had To call 3 times before someone answered. Finally was told it’s $30 to check in early which was fine. We arrived and she told me $10. I let Her know I was told $30 and she said “it’s only $10. I’m not sure who told you $30, it’s always been $10, but she wanted to double check and came back and said “sorry, guess it is $30.”

After our first night , i asked the house keeper when I seen her in the hall to freshen the room since we had 3 kids and a long night. She told me she’d do it. I also Placed the sign on the dooor to have it cleaned . When we returned over 6 hours later, no one had came. I went To the front to ask for fresh towels and to have someone freshen the room. He said “we only do that if you stay 3 or more days.” So even if you request it, they won’t apparently. I asked Again for more towels and he brings two. I let Him know I had 3 kids also in the room so I’d need more. He looked at me for a second as if he didn’t really want to get more then just turned and walked to get them.

The room was not the cleanest but not filthy either. The sink hadn’t been cleaned or wiped very well. The toilet was kinda dirty around the back and under the sink was pretty nasty.

Besides the two rude people we encountered, everyone else was kind and the stay was decent.

They also go around at 3 am n checkout day and slide papers under your door which I find strange to think your outside someone’s room door at 3 am sliding papers but guess it’s just what they do. So...

We checked in and was not placed in the handicapped room I had booked on the BW site. When I addressed it with the lady at the ft desk she was learning the system and tried this isnt her fault but she tried called supervisors for help and noone would take her call so sje callled another employee to get the mgr cell number. The mgr told her only had one bed in hanicapped room not two like the site said. After this i went back to the room and discovered that my cc was charged for a night i had used my points for this hotel when i asked about that i was told my mgr said charge you we have to charge for free night stays. Then charged my account 3xs. I called bw corp and they were no they are to charge bw not the customer. Corp had to call and get that straighten. I left for a bit to go see family and when I can back found roaches coming out of ac unit. Again went downstairs to ft desk. My daughter had taken pic and we were told to email to mgr. Which we did. They moved us to another room of course not handicapped but it was midnight we were exhausted and my daughter just had her chemo treatment she couldnt handle anymore. It is 7am and we are leaving gping to another hotel we had stayed lots of times no issues the Hampton but being a BW customer and staying with no issues most places i was totally shocked here. Having so many family members in the area I try to stay close so i am not driving to much but after this i will stay in Memphis or tupelo....