Best Western Premier I-95 Savannah Airport/ Pooler West — Hotel in Pooler

*Update. Customer service never called back. That was the only piece keeping BW on the short list for hotels going forward. The property kept to their word and didn't charge me for the additional room. *

Skip this one. 1.5 hours to get in our room. Wow. Talk about a customer service fail. Booked and paid in May. Arrived tonight to find out my suite for 5 was no longer available. Ailrejua (sp) explained to me that she had be trying to reach me. I asked what time? She shrugged. I asked about a customer management software log to determine who called me. She didn't know. Further she explain because I booked with a third party which she referred to as (PBW) - the third party over booked the hotel and that it is common for third parties to oversell rooms but for an additional $200 I could get another room for my kids. I quickly looked at my reservation it was active. I asked who canceled my room - she didn't know. She explained that the property was near capicity and it had to have been over sold by this third party she was unfamiliar with. So - she tried to call about a room that was oversold by a third party. But no missed calls,emails,or voice mails. I asked for a double and a king no additional cost. She said she was not permitted to honor the request. She said she would have to ask her manager - who was not at the property. After managing other customers she walked over and again offered the additional room at full cost but was going to take roughly 15% off my all ready paid king suite for a single king and full price for a double. I asked her to contact her "operations manager" and request the same accommodations without additional cost. She quickly stated "we will not give something for free". She started the "if you do not want this offer I can check with our sister properties one exit down". I asked her to do just that. I called the Best Western reservation 1800 number - quickly answered and I explained the situation. The agent attempted to transfer me to customer service however they were closed. He transfered me to another agent who was extremely apologetic. This agent verified my booking was direct with Best Western. This agent quickly began looking for local accommodations and explaining he had emailed customer service with the neccesary information. Back inside the desk clerk again offered me a combination of rooms for additional costs. I challenged that there is no proof I was contacted or even what time contact was attempted. She responded "I called". The picture was becoming clearer. I suspect she gave my room away. I suspect she wasn't familiar with the booking code and assumed it was a third party. I suspect because of our late check in she rolled the dice. I again asked her to contact her manager. I asked her if my paying for the room in May and not being provided the room would be considered theft? She called her manager again and left a voice mail informing them I had paid for the room that was given away. Eventually she was willing to provide the additional room at no extra cost. When I asked for it to be shown on the check in documentation she stated her manager Tabitha Williams would take care of it when she returned to the property. We shall she. After suggesting my actions caused this error I don't trust her word. The stained bedding, stained towels, stained bath mat, and dusty floors leave alot to be desired with how management controls quality. I will follow up after corporate customer...

This hotel has a lot of pros, but also a few cons. Lots of potential here, but needs a few upgrades and better maintenance. ||It's located right off of I-95, but not right up on the interstate. We were able to hear traffic from our third floor room, but not bad enough to keep us awake. Generally our stay was nice and quiet. Surrounding the hotel are a run-down Burger King, a closed-up Hardee's and a few other hotels.||The room was spacious and the beds were pretty comfortable--a bit firm, but not as much as many other places we've stayed. The free breakfast was excellent! The only thing missing was a bit more fruit variety, but otherwise there was plenty to choose from. Despite the food being set out in a somewhat narrow area of the dining room, it was much easier to access food than it typically is at many hotels. Perhaps this may be due to their 3-hour breakfast window.||From the outside, the hotel appears quite nice and grand, but the inside is a little less impressive. When we arrived, and even into the next morning, the lobby, dining area, and elevators were hot. The second morning we were there, this was not a problem, so it may have been a temporary issue. The carpets and upholsteries need updating, but the first floor is quite spacious and open. ||The indoor pool did not seem to be heated (very chilly) and the water appeared cloudy and we even found hair floating in the pool. The fitness area was spacious for this type of hotel, although the treadmill kept giving errors and stopped working. There were also no disinfectant wipes in the dispenser to clean equipment. ||The room was spacious but lighting was an issue near the entry and closet area. It was almost impossible to see what was in the closet due to lack of light. The toilet seat was about to fall off, but I was able to tighten it myself. Everything else worked well, though. The laminate flooring didn't appear old, but it was starting to come up in a few areas, and we also found a live roach in our room the second night we were there. There was only one small trash can in the room (in the bathroom). I asked about this at the front desk and the person on duty offered me one from the front desk, but didn't seem to know whether this was standard practice in the hotel to only have one trash can per room. Everywhere I can ever think of that I've stayed before has one in the bathroom and one in the main part of the room.||Even when front desk personnel didn't know the answer to something, they were always friendly, helpful, and trying to find a solution. All of the employees we encountered seemed to be working hard and cared about their jobs and the hotel.||With some refreshing of the common areas and the guest rooms, this hotel would truly be a 'premier' place to stay in the...

My family and I have stayed in hotels across the globe, but our recent experience at this Best Western—let’s call it the “Disaster Lodge” to protect the guilty—was an unparalleled catastrophe. It’s the kind of place that makes you question why you didn’t just camp in a parking lot.||We arrived at 9 PM after a grueling day of travel, exhausted and ready to collapse. To our shock, the front desk informed us our room wasn’t ready. Not just a little delayed—completely unprepared, with no explanation beyond a vague “housekeeping’s behind.” We weren’t alone; another poor guest in the lobby said they’d been waiting over three hours for their room, since 6 PM, and were still stranded with their luggage. The clerk barely looked up from her screen, offering zero urgency or empathy.||The lobby was chaos—crowded with frustrated travelers, and a faint smell of mildew. We waited, hoping for a quick fix, but an hour later, still no room. The staff’s indifference was infuriating; one employee even snapped at a guest for asking for an update.||When they finally handed us a key at 10:30 PM, we thought the nightmare was over. Nope. We dragged ourselves to the assigned room, only to find it already occupied—by a very startled couple who looked as horrified as we felt. Back to the desk we went, where the clerk acted like we were the problem, mumbling something about a “system glitch.” No apology, just a new key to a different room, which—surprise—wasn’t much better. Then we felt it is not the hotel we could stay and we had to find another place to stay.||In the end, we spent half the night scrambling to find another place to stay, booking a last-minute Airbnb because this hotel was beyond redemption. Save yourself the stress and avoid this Best Western at all costs—it’s not just bad, it’s a masterclass in...