Best Western Queens Gold Coast — Hotel in New York

I stayed at the Best Western and the Adria for close to 3 months due to my son being very sick and needing medical care in the area. I am a diamonds reward member and have given best western over $100,000 over a long time span and today they lost a valuable customer. The management Jessica and Andre which as a professional myself, I expected to be honest, professional, and respectful but after time I saw Jessica playing a lot of games. The staff - Chris, Crystal, Jacklyn, and many others were often rude, inconsiderate, and quite often extremely disrespectful as I always went down with a smile, greeted them kindly, and even went out of my way to buy them food and drinks from Dunkin on a day they were stressed out. My bills were always paid early or before check in time straight for months. The hotel has a D rating and the rooms are often not the cleanest. I witnessed the staff giving others much better rates as one of them accidentally gave me a sheet with charges to other customers as she had me sign my room card. These were people staying for 1-3 nights and I was able to see all their names, charges, dates, and rewards information. To show how unbelievable the unprofessionalism was Jessica gave me a print out with not only my rewards information but other members at best western. The place had regular parties and they were so loud while staff did not ask them to quiet down when after all this is a hotel not a night club. They had broken computers and printers which after months were still not replaced and don’t even get me started on the basic broken tea / coffee machine at the entrance that every guest expects to receive after the $200-$400 payments per night. Please do not make a mistake like I did trying to be nice and give to a company with a D rating building and services. I found a much nicer hotel in Flushing closer to the train and my work. Finally, it is so far from the main world that it’s just not worth being around such nasty and deceitful workers with their toxic energy. Please give your money, time, and kind self to people that deserve it.

I am adding to my post after the worker from the company responded to my honest review.

This was my experience at the Best Western Gold Coast and my overall experience. There are others that have experienced the same and they have documented their real experiences online which is why you have many 1 & 2 star reviews that sound similar. I’m staying at a 5 star hotel Ramada now and the service is impeccable. No one is rude, breakfast is excellent, it’s extremely clean, no one bothers us and the price is less. Everyone minds their own business and they give us a genuine smile everyday. Your own staff Crystal and Chris have complained about the managers (Jessica and Andre) to me and others that I then addressed. If 5 people are not allowed, then why are you breaking Hotel policy and admitting it online. I asked several times and was told this was allowed unless you lied and should be fired. I think your boss should read this review and your ridiculous response. Your response speaks volumes and please no one give them your services or money when you can get a cheaper rate all over Queens and NY. Please check out better 4 & 5 star hotels like the Ramada, Sheraton, etc...

Of the 3 hotels that I stayed at recently, this was my favorite.The location of the hotel is ideal for visiting a loved one at Ozanam Nursing Home of Queens. Right across street from front of hotel is a Wendy's and Burger King, Popeye's and Dunkin' Donuts are less than a block away. Location of hotel is safe and they have free parking. The great complimentary breakfast includes big fresh waffles (waffle maker) that come with choices of syrup and compote, plain scrabbled eggs, scrabbled eggs w/ veggies and cheese, and breakfast meat varies by day (bacon, turkey hash, breakfast sausage patties...). There are small breakfast pastries, fresh fruit, yogurt, cereal, breads, juices and coffee. In the lobby there is an awesome coffee machine that will make an espresso, vanilla latte and several other choices at the touch of a button. When we arrived, we were each handed snack bags of assorted chips, a snack bar, bottled water. Staff was friendly and professional and I felt at home. There is a restaurant off the lobby where I enjoyed chicken parmigiana and husband enjoyed chicken cordon bleu. Our room window faced out the back of hotel (odd numbered units) and I enjoyed the view which included nice homes and a part of the bay beyond. The room contained 2 chairs which makes good sense if there are 2 occupants; other hotel units elsewhere often only have 1 chair. The sheets and bathroom were clean which is the MOST important! The room includes both a small fridge, a microwave and a pod-style coffee maker. I like that the sink is outside the bathroom. There is a park about 5 blocks away called Alley Pond Park that had a walking path around Oakland Lake. The small lake has two swans that are nesting, turtles (basking together in the sun) and ducks. Although the age of hotel may be the complaint of some reviewers, it did not deter from us returning to stay an additional 3 times for its warmth, comfort and cleanliness. As a reward member (free) you can get a lower rate by prepaying and selecting a non-refundable advanced rate. Thank you...

Upon arrival and check-in, Matt was very helpful and prompt with keys. We walked into our reserved king room to find three wasps flying around (!!!), the thermostat unusable and falling off the wall and the wallpaper peeling. Thankfully my partner was there to catch the wasps or I wouldve left the room immediately. We brought our new buzzing friends back to Matt at the front desk who was horrified at the situation. He offered to “upgrade” us to a double bed or walk to the sister property across the street. After a full travel day, I was less than pleased at either “upgrade” and said I would sleep in my wasp-free room for the night but wanted to talk to a manager. Matt said the manager would be in at nine and would absolutely talk to us. The next morning, I spoke with Chris at the front desk and explained the situation. He looked equally as horrified and tried to reach his manager who was still not in at eleven o’clock in the morning. He took down my contact information and said he would speak to his manager about issuing a refund and be in touch. Shortly, he realized the booking was through Expedia and explained I should have Expedia advocate on my behalf as the third party booking site. I did so and was told by the rep that they would reach out to Best Western to issue a refund after my terrible stay. Within 48 hours, I received an email from Expedia saying the request was DENIED by the hotel and that according to policies there was nothing to done. Expedia tried to rectify the situation with a credit to my account for $75. But for over $300 a night, I expect SO MUCH MORE from a hotel. SHAME ON YOU BEST WESTERN.

EDIT Since the posting of this review and the below comment from the owner, I was able to reopen to case through Expedia and request a refund again. It was granted immediately. Thank you, Best Western, for...