Best Western Sonora Inn & Suites — Hotel in Nogales

So we booked our stay straight thru the hotel website I had a suite for 3 days for 378 with jacuzzi my sister had her room booked and my brother as well once we all arrived to nogalez from our flights we get to the hotel 5he front desk lady didn't know what she was doing she claimed that she couldn't find our reservations I called best western customer service line they were able to find our reservations no problem so I pass my phone to the front desk employer they start arguing because the front desk lady didn't know what she was doing even when customer service were telling her what to do she proceeded to call her manager she never answered we were 2 hours at the lobby waiting for this problem to be resolved keep in mind some of us been days traveling to get here due to the airports delays with the pilots situation in the end the lady made us rebook she said she couldn't do it in there system to go to Expedia.com in the end we end up paying twices much for our rooms like what we're we supposed to do we in the desert with no were to go no of us were from nogales Arizona while we were there the entire 3 days this the manager and the skinny short blonde lady were been super rude didn't want to give us trades to take our food back to the room but other ppl would ask and they would give them trades right away just to name a few of the rude behavior we experienced when we checked out of the hotel we were send a receipt stating one charge for 334 when we check our bank statements we have 3 charges for 3 different rooms over 1000dollars we call the hotel and they still didn't help they claim it was once charged even though I send them the bank statements and everything now I had to open a case to see if they gonna return my money wich is gonna take over 7 days they said and I need that money to pay for groceries and rent they don't think about our personal situations they just don't care I been using this hotels lines since I can remember me staying anywhere but my house I'm sad to say I would never come back to this hotel I my life and I would not recommend this hotel unless u wanna be charged for a bunch of rooms and have problems with your...

We are guest in the best western hotel in Nogales AZ , since 2 days ago we checked in the hotel front desk some women told us the water pipes burst in all of Nogales, AZ and there’s currently no water… well we are doing construction on the food city in Nogales and there’s water in the store. They’re lying and still charging guest instead of turning us away and giving our money back, they wanted to charge me a whole night because I forgot my luggage and there’s still no running water, there’s 3 of us and none us couldn’t shower due to no water! This should be illegal ! We checked in since Thursday June 26, 2025 and we’re scheduled to check out today Saturday June 28, 2025 I’m picking up our stuff now at 12:51 pm and there’s still no water, my boss spoke with the front desk and they tried to tell her the same thing that all of Nogales didn’t not have any water and that’s just a complete lie they’re making up to COVER their a**. NO RUNNING WATER for guest to even shower, brush their teeth or not even to flush the toilet this should be illegal! The hotel will not disclose it unless you say something and when you do they’re lying about all of Nogales not having water when it’s just that hotel ! The front desk lady’s is so money hungry she wanted to charge my boss an extra night bc it was after check out and we left our stuff their my boss then said hold on but my guts haven’t even showered since they arrived 2 days ago and they didn’t complain until now! And the front desk lady said I won’t charge you another night for late check out but we will charge you for last night, meaning Friday night 6/27/25 into Saturday morning 6/28/25, she said it’s already been paid for through EXPEDIA it was prebooked n paid!!! NEVER AGAIN HORRIF EXPERIENCE IM CALLING THE CITY ON THEM...

I would not come back to this location. The one star was for cleanliness and breakfast. Those were great. The day of check in we told the front desk our key reader wasn’t reading the room key. They made a new one. We repeated this over 9 times during our stay and I am handicap. It was so hard for me to go up and down continuously. This happened every single time I left the room. I also reported our drain wasn’t draining and it didn’t get fixed even when I was told maintenance was done schedule for that Friday and Saturday. The elevator I saw hasn’t been inspected since 2023. I tripped over the doorway because it wasn’t even with the floor when the doors opened. We chose this hotel since it had a pool, but it ended up being way too cold and wasps were everywhere and I’m allergic so them. I will never use best western again! Save your money and use the other hotels!

I received an email back from the manager claiming I never told them I was handicap and I absolutely told them day 1. I even said I parked in handicap. Save your money and time and go to the other hotels in Nogales. They also told me our door lock was never broken! Absolutely horrible customer service by the manager. When she emailed me, she was very rude...