Best Western Plus Executive Residency Oklahoma City I-35 — Hotel in Oklahoma City

This was my third time staying at the Best Western Plus Executive Residency in OKC since 2022. It was also my last time. ||We arrived about 8:30pm and found a line of guests at the desk and no one working. There was a sign that said that the hotel staff had to briefly step away but they would be back soon. The folks in line told us that the one that had been standing the longest had been waiting for about 45 minutes. There was a sign up that said that the staff had to step away briefly. Folks were calling Best Western corporate. We were trying to make our way into the back offices to make sure that the staff wasn’t hurt or ill. ||Eventually, someone came in from the exterior doors and said, “sorry for the wait.” This person didn’t have a name tag or any other identifying marker that she was affiliated with the hotel, but she stepped behind the desk. Given the time that they had been waiting, I thought the other guests were really reasonable. One asked, “where have you been?,” as we all kinda thought that the staff was in the back and not somewhere else. She immediately snapped “My manager told me to go to the other hotel so I went to the other hotel. I put out a sign!” As if that clarified the situation. Another guest asked her name, a request that she ignored. Then, when he pursued it, she said again that she put up a sign, and then refused to interact with him.||When it was my turn, I saw a business card for the manager. I said that it sounded like her manager put her in a tough situation and asked if the name on the card was her manager. She responded with “I. Put. Up. A. Sign.” I said that I understood that, then she interrupted me with “Sign.” And I said please let me finish. That from a customer’s standpoint a sign that says you “briefly stepped away” suggests that “you went to the bathroom, not that you left the property, right?” Crickets. And then she proceeded to not acknowledge anything else I said, and she just said room is on the second floor. ||The entire encounter was unprofessional. The manager should never have pulled her from the property. The staff member should have worn a name tag and treated the guests with some ounce of understanding. I’ve been going to hotels for 4 decades. That interaction definitely made an impression, in the worst possible way. I get that hospitality is hard. But, as my teenager says, she was “crashing out.”||Other notes. The lobby bathrooms were closed. This posed an issue as we had just traveled several hours and my teenager needed to use the facilities. With no bathroom in the lobby and no one to check us in, my spouse and child left to find some facilities elsewhere. Let me note that the lobby bathrooms were closed the last time I was there…in June 2023. At the time I thought it was a short term maintenance issue. But it’s been nearly two years. Says a lot about the care and maintenance of the place. ||My room was clean, but all the drawers were broken and wouldn’t shut properly. There was no soap in the shower (it’s pump style, and it was empty, so we washed ourselves with shampoo). There was basically no water pressure from the shower head. Like, the worst water pressure I've ever had, and I've stayed at National Park lodges. ||It's too bad. This has a lot of potential. But there are enough options in OKC to find...

I think some staff and management changes are in order. I travel frequently both in the US and internationally and this was the worst accommodation experience I have had and that includes 3rd world countries. Staff and management are poorly trained and apathetic. On Thursday January 2nd around 4 I arrived back at the hotel to find it filled with a large group checking in. Several adult males and a large group of children from very young to teenagers. They were very boisterous but I am a pediatric RN used to kids and it is exciting to travel so nothing seemed irregular at that point. I went out to pick up dinner and when I returned about an hour later I was surprised to see them all still in the lobby area. Kids were running around and yelling. Playing with the coffee hot water dispenser, the Christmas tree, the fire place, playing in the elevators, while the adult males sat at the tables where breakfast was served and made no attempt to redirect or stop the melee. I returned to my room and this mayhem carried on for several hours. At 10pm I called the front desk to see if I was going to be allowed quiet time to sleep. The 20 something girl at the front desk (who sits on a stool scrolling endlessly on her phone and only acknowledges guests when approached) said she would speak to the parents. At 10:30 there was no change so I called again and she told me she told the parents that the lobby was closed but no one left. I asked her to call her manager but she said she could only call her in an emergency. At 11pm I went into the lobby to speak to her personally and see what was going on and the adult males were still sitting in the lobby drinking alcohol. The waste basket near the coffee dispenser was overflowing with alcohol bottles and a young teenage girl was lifting up her shirt and flashing a teenage boy. The place was a circus. I told the clerk I would be going to another hotel and calling corporate and that is what I did. I did not have ear plugs or any headphones as I was not anticipating staying in a hotel. I came to Moore from a friend's home in Myrtle Beach when I learned my younger brother passed away on Christmas Day necessitating travel to Oklahoma. As I was leaving the manager arrived disheveled and unprofessional and asked me, "What is going on?" and I told her. She said she was sorry and expressed sympathy for my loss but did not offer to fix the situation or offer me a different room or compensation or anything. Absolutely awful. Not everyone in a hotel is on vacation or attending a sporting event. I realize they probably booked many rooms and I am just a senior citizen with one room but this was appalling behavior. Imagine if there had been a fire or tornado? The incompetence was breathtaking. I filed a complaint with customer service and was told the hotel said they offered to change my room but they did not. So they are also liars. So no compensation was given for the 4 nights I did not stay there due...

UPDATE 5/23/22: Another month has gone by, and the business continues to ignore my family, and to ignore Best Western's Customer Service reps. They did respond to the OKC Better Business Bureau with a 9-word incomplete sentence stating that they won't issue a refund. Real class outfit here. ORIGINAL REVIEW: 1. Upon checking in on 3/26, I said we had a reservation and gave them my name, then asked if we could have a room on the back side of the property, away from the highway. We had traveled from Albuquerque (a long drive) and our special-needs son who accompanied us is rather sensitive to noise when trying to sleep. We had another long day on the road the following day, so this request was important to us. The staff member handed me the room card keys and said that the room had been pre-assigned. I asked if that room (I think it was 318) was in the back, and he responded by saying that it was "at the end of the hall". Of course, it was not on the back side, and as a result of the highway noise, our son was very restless overnight, which meant that none of us got much sleep before our long drive the following day. There was a display at the front desk labeled BW Rewards Gold Members, and including a bottle of water and two snack items, yet our BW Rewards member status went completely unrecognized. One elevator was out of order, and the ice machine on the 3rd floor was out of order, there were no ice machines on either the 4th floor or the 2nd floor. The following morning, I asked at the front desk to make a note on our reservation for the following Saturday, asking that we be placed in a room on the back side of the property. Yet when I arrived to check in on Saturday, April 2, I was told that we had been assigned to Room 412 (again, on the front side of the property, facing the highway). There was still only one functioning ice machine in the building. We had another long day ahead of us on Sunday the 6th, so we got up early, packed and prepared to check out, then went down to have breakfast. When we returned to our room, our key cards did not open the door. The lone staff member on duty at the front desk determined that the batteries in the electronic door lock needed to be replaced. Instead of calling maintenance, she grabbed some tools out of a drawer and came up to our room. The lock mechanism is attached to the exterior of the door by a Torx screw (maybe a T20 or T25), but the only tools she had were a cabinet tip screwdriver and a set of Allen wrenches. She repeatedly called her supervisor, who kept telling her to just keep trying. It cost us an hour of standing around waiting before we could get in, If you are going to tell staff that they have to change door lock batteries themselves, why don't...