Best Western Pearland Inn — Hotel in Pearland

Reserved a handicapped accessible room for my mom on the Best Western website (not third party) over a week ago. When we arrived to check in both myself and my father confirmed with the front desk person “Wonderly” that the room was an ADA accessible room. He told us both that it was. The room for my parents was not an ADA room. My dad called the front desk to let “Wonderly” know that the room they were given was not an ADA room and that we needed one to accommodate my mother. He told us, “You can check out if you don’t like it.” I went to the office to talk to “Wonderly” about the situation to explain the need for my handicapped mother to have an ADA room like we had reserved online. He told me that he had no control over the room assignments and just did what Google told him to do. I asked him why he told both me and my father that the room was ADA and he told me, “You can leave if you don’t like it.” My mom is handicapped, we had travelled a long way that day and we just wanted the room we had reserved so that she could comfortably and safely bathe and use the restroom. It’s a lot for her to move to another hotel and try to find one that is handicapped accessible at 7pm on a Friday night. I asked to speak to his manager and he told me that “he was kinda the manager because he’s been there a long time.” I asked again for a contact for his manager and he gave me a business card. I then called the number on the card and guess who answered??? “Wonderly”..:: when I pressed him on a speaking with a manager he condescendingly said that the manager would be there in the morning, call then.” The way we have been disregarded by “Wonderly” is the worst customer service and disregard for a person with a disability we have ever experienced. We have no choice to stay here because at this late of an hour we can not find another hotel near by that has an ADA room available. We had to go to a nearby Walmart to purchase a shower chair so that my mom can try to bathe and have something to use that is hopefully stable enough when trying to go to the bathroom. My daughter lives in Pearland, we will never stay here again when visiting after being treated with such utter disdain...

Seeing as how the owner of the hotel tried to dismiss their terrible service with a response that completely deflects the problem I am editing my review to clarify that I did not use a 3rd party booking agent to make my reservation, I made my reservation directly with Best Western.

They overcharged me by $100 and refused to refund me or do anything about it. I stayed at this hotel while visiting my daughter, son in law, and newborn grandson. The hotel was booked and I was supposed to receive a first responders discount, but the reservation was not set up properly by the booking agent. I prepaid for the room, thinking the discount had been applied but it hadn't. This was initially realized upon check in, however the person who checked me in told me that they couldn't fix it prior to check out and that it would be resolved at that time. Upon checking out, the desk agent tried to refund me the difference of $100, but the system would not allow her to do so. I was told that the refund would appear on my card used for payment within 3 business days, however it never showed up. My daughter and I have called the hotel no less than 6 times and been told that a manager would review and call me back, this never happened. Finally on call number 7 I got a hold of the manager and was told that the employee who told me I would get the discount didn't understand the promotion and that nothing could be done. The employee who told me that I would get a refund then changed her story and said that I would get a gift card for the difference. When I pointed out that if that had been the case, I would have left with the gift card, the manager became rude and combative and refused to try and help me.

The rooms are what you would expect of a hotel of this caliber, the area is nice. Unfortunately, the incompetence of the front desk and management brings the hotel down to one that I would never...

Spent two separate nights at this hotel in mid June. First night was in a king deluxe room (room 105), second night was in regular king room (room 109). Both rooms were very nice. Looked like both were recently updated. Beds were very comfortable and bathrooms looked brand new. Deluxe room was larger than regular room, with a separate seating area (half wall between this area and the bedroom along with a couch instead of just a chair). Breakfast in the morning was good. They are 3 tables (with 4 chairs at each table) and an area that has a couch and chairs along with a tv. You have a choice between pre packaged refrigerated items of omelettes, Breakfast Croissant Sandwiches, etc which were actually a lot better than I expected. They also have juices, coffee and cereal/toast. The hot pancake maker was something I had not seen before, see picture. You wave your hand in front of the sensor and it automatically pours out the batter onto a pulley belt so you never have to mess with it, and the finished pancakes come out the end of the belt and onto the paper plates. Enjoyed the free breakfasts, the only thing that could be improved on is the ending time for breakfast which is 9am. Not bad timing for me since I am an early riser, but a bit early for my wife. It would be nice if it was extended a little later say 10am. The pool area was really nice with the rock formation waterfall. Nice part of Pearland, and the Walmart is walking distance from the hotel. We have already booked our next stay here for a week in July and will be staying here on all of our future visits to Pearland, which will be plenty since our new grandson...