Best Western Plus Newport News Inn & Suites — Hotel in Poquoson

I recently stayed at this hotel-- my wife and I brought our dog. I made the reservation well in advance, described the dog (18 lbs, 12 inches tall), and was told my 2 night stay would be $319 an change plus some fees and taxes-- this would include a fee for the dog-- which was fine. The day before the 4 hour drive to the hotel from my home I received a confirmation email which included "other taxes and fees" (not individually detailed but grouped together) taking the "TOTAL STAY" price to $369.77. When we arrived the next day prepared to pay the TOTAL STAY fee of $369.77 I was hit with another charge of $30 for my pet. Despite knowing about the pet (they even had the description), they said because I had made my reservation by phone, it hadn't been included in the TOTAL STAY charges (which, again, included the taxes and fees I'd been told to expect). Having no choice at that point but to agree (we didn't have time to try and hike all over Newport News looking for a comparable hotel that accepted pets. Besides, because I booked this at a lower rate, the room was non refundable, we felt forced to agree. Upon returning home I called Best Western to dispute the added fee and asked that they refund just the $30. They offered me a $50 coupon- useless b/c I might not ever stay in a Best Western again and I'd have to spend more money to be compensated for their error. I was told they'd get back to me in 2-5 days (they didn't) and when I had to call again a week later I was told that they had they right to tack on this fee AFTER THE TOTAL STAY EMAIL AND WHILE I WAS STRANDED IN THEIR LOBBY WITH NO OTHER LEGITIMATE OPTIONS. Beware this horrible company and they're predatory practices. I will never stay at one of their hotels again and will strongly advise friends and family to do the same.

I'm adding to this review b/c the hotel responded. You can read it below. They thanked me for bringing this to their attention-- I called Best Western's customer service twice over the course if a week and posted this review and others on different sites. Note they didn't offer to refund my $30 despite acknowledging their mistake. It's easy for a business to admit fault, apologize, and pledge to do better. But that's just empty talk. When the opportunity arises to actually make amends, I judge a company by what they actually DO to compensate the consumer. I've left this same review with Consumer Affairs and the Better Business Bureau. I urge anyone reading this and/or considering a stay at this hotel to take this into...

Update: Manager lied and said we damaged the room. I took pictures and video of the room when I left and now have to call a lawyer. The corporate office only offered a free night stay. This was the worse stay and I am not sure where to begin. I trust Best Western and am even a rewards member which is why I choose to make my reservation here. My itinerary states up to 2 dogs under 80lbs for $15 a night, not to exceed $150 a week. I was given the $15 a night for Feb 27 and Feb 28 (2 nights) of my 8 night stay. I got my bill this morning showing the 2 $15 charges and then a $30 and a $150 charge from the March 1. I go to the front desk to have this adjusted a and was told by Cyndi that the manager changed the policy after my reservation was made and she can't do anything about it, I need to talk to him. The manager is rude and "not a people person" by his own staff. He also yells at his staff in the hallways, front desk etc. and in front of guests. I asked for a vacuum because my room was not vacuumed since I got here. He said, did you ask for room service? I said no, do I have to ask because you come here every day. The manager told me my room smelled like dog. I told the manager that was not true because the window was open all morning. He then replied, well the girl is allergic to dogs. So I asked what that meant? Was my room not going to be cleaned moving forward? The manager asked, when are you leaving? I said Thursday. The manager walked away and said get the girl on the 3rd floor to do this...no apologies, nothing! Now, if my room did smell like dogs, doesn't that mean you are doing a bad job cleaning my room? Additional issues: when doors close they do not shut and lock until you pull them, had to ask for toilet paper, there is black stuff in the 2nd floor ice, when you turn the heat on in the room there is black stuff that flies out, had to ask for more cups and coffee, the water was turned off for an hour with no notification, the hot water then ran for 3 hours brown, my card was deactivated and I was asked again when I was leaving, the front desk clerk, Karan, knocked once and then immediately walked in my room, saw me and said sorry and walked out. I went to the front desk and asked why she came in my room and she just said oh nothing, sorry. What??? My dogs barked once, whined twice, I picked up outside after them, I took my dogs out of the room each day when house keeping showed up and kept to myself. I did not deserve to be treated this way. Don't stay here over 2 days and...

Arrival to Room 223 on 5/17/2024 (4:25pm) ---

MANAGEMENT SHOULD BE ASHAMED! PICTURES SAY PLENTY! There will NOT be a return visit!

The corner metal piece that is installed under drywall, was sticking out of the wall (see picture) & sliced open daughters new pants. Lucky she did not get her leg sliced open.

Sheets were stained. Mattress cover was stained. All seen in pictures. When daughter stripped off bedding and mattress pad, then went down to front desk with pictures of such, the female at front desk apologized and gave my daughter clean sheets & mattress pad - to put on herself since housekeeping was not there. A CUSTOMER SHOULD NOT HAVE TO BE MAKING THEIR OWN BED & to make matters worse, daughter was told bedding washed but not always bleached. The mattress pad was put on upside down, to HIDE the yellow (obviously urine) stain). Dead bug found between sheets & mattress pad.

The doorknob would not stay on - making this now a fire hazard & my husband certainly should not have to break out his toolbox, to fix this!

Light fixture base, where you turn on/off is disgusting.

Sofa in room is filthy and stained - maybe blood. God only knows what other human fluids are on the white (or formerly white, now gray) sofa.

My daughter asked for another room & was given one. Before leaving to see relatives, she moved her luggage to her fathers room. When she went back to the room, she noticed someone was in room 223, PUTTING THE STRIPPED SHEETS BACK ON THE BED (which she had removed & placed on the floor) while the clean sheets, were folded & on the dresser/desk. UNREAL

The ONLY person working was at front desk & was only an employee for 2 weeks - a lobby full of customers and she was trying to handle them all. Kudos to her for dealing with a crowd in her lobby etc. My daughter said she was nice, friendly, flustered and trying her best!

When she got the key for her 2nd room, she was told that room 223 has been a problem and should have never been given to her - THEN WHY WAS IT AND WHY WASN'T IT IN THE COMPUTER THAT THE ROOM SHOULD NOT BE OCCUPIED?!

I was told the 2nd room was cleaner.

The manager should be ashamed this even happened at all and COMPENSATION SHOULD BE GIVEN FOR THE PROBLEM TO BEGIN WITH!

2 rooms were booked for 5/17 -20/2024...