Best Western Plus Richmond Indiana I-70 — Hotel in Richmond

We called 1800 number connected to this hotel to check about truck parking, pet friendly , and family coming to swim. They said it was fine. So we showed up and not enough space for truck to actually go in their parking lot so it was attempt to park at lowes. Finally did it went in and we booked a room for family and when the kids showed up to swim the front desk rudely told them they wouldn't be allowed to swim per a policy. We went down to ask why we were told one thing on the phone and another after the people drive hours to get there. The lady claimed it was policy, but refused to show proof of policy. I asked for refund or to show me policy and she got mad. Started getting rude and told me they weren't a public pool!! I paid for my family we had two rooms and she refused to let us swim!!!! When a camera was pulled out to record her rudeness she walked out after saying she was calling the cops and I was being kicked out. She refused to give us her name, refused to show policy, and refused to actually hand over customer service number until after she called cops. Two guest arrived for check in and thankfully they were able to confirm my story was true and the cops said I had no choice but to leave without a refund. The lady refused to give proof of payment and we had to get cops to go in and force her to give it to us. When I called to complain they showed we were sill checked in and no incident!!! The cops spoke to another employee who said they had NEVER heard of that policy. Also, the manager Amy is her name laughed at us as we left with my 8 year old cryin. Because we drove all the as from Texas so she could see her biological dad and they ruined it by not just showing me the policy she was enforcing. They charged incidental fees that were bogus and still no refund. Customer service apologized and said she was out of line and did not follow protocol, but that th y couldn't do a refund at the moment. How cold and cruel can u be to kick someone out and lie? She claimed I as violent and tried to jump over counter, but witness was able to tell cops she was lying!! She couldn't prove any of her allegations other than I was upset. I will never go to this hotel again and if u have a family then don't go here. They r rude and will steal from ur bank account if try...

After a horrible and I mean horrible experience in February that resulted in being locked out of our room for hours i was hoping for better service. Or at least someone to listen. Came here in July and it was fabulous. Told them we would see them in two weeks for my son's birthday. We always come for birthdays and Christmas. We stay at least 6 days a year. After check in for his birthday we discovered the pool was shut down. Transfered to a different hotel which was horrible as far as a freezing cold pool. I promised him to bring him back to his favorite hotel to make up for the ruined birthday trip. Called Thursday to confirm the pool is open and heated. They confirmed. Asked at check in they confirmed again. Go to the pool and 7it's freezing. Make a complaint and she says the boiler is at 83° but it feels cold. The other employee tells me that it's fine because no one else has complained about a cold pool. They may not mind but I do. This is the main reason we stay at this hotel. Oh and after being locked out for 4 hours in February we were only told it would be fine to check out later. Not here is a discount or apology for blaming me fofar the key card for two days. I'm so disappointed. This was our favorite hotel. I'm beside myself. I just wanted a peaceful family trip with a warm pool. That's it. Now I'm out money and a wasted trip again. I guess I'm going to have to look for a different hotel. Extremely disappointed. I won't book our Christmas trip or annual trip for next year without this being fixed. Please understand the sole reason we stay is for him to swim. This is why we are so upset. I didn't pay to sit in the room and not swim due to it being too cold for us. Not happy! Don't blow off your customers! After I wrote this I discovered that the toilet seat is broken as well as the stopper for the bathtub. Breakfast was great. Pool was out of order at 7:25. I was there checking at 6:15 because i was told maybe it would be warm then. It was not. She said she put chlorine in at 5. I said well I guess he can't try the pool then. 5 minutes later the sigh was off the door. Not...

Our recent stay was the most disappointing experience we've had at a Best Western. The hotel is currently going through a renovation. Had we known this ahead of time, we would have booked a different location. The website does not indicate anything about the current construction. When we arrived, the majority of the paking lot was unavailable due to the construction. We had to enter under scaffolding while work was being done. The check-in clerk was friendly and asked if we had received a call about the construction. I informed her that we had not. She apologized and stated that the renovations were only taking place on the first floor and asked if we were OK with that. Since we were in town to visit our daughter at college and wanted to meet her for dinner, we chose to stay rather than look for another hotel. We should have looked for another hotel. The hallways on the third floor were filthy and the rooms' number plates were all missing. Painter's tape and sharpies were used to identify the rooms. When we entered our room, we discovered a blood stain on the bedspread on one of the beds. When I informed the desk, they switched us to another room. This room didn't have a stained bedspread, but the bathroom door didn't latch and the a/c unit barely functioned. The wall underneath the unit looked to be covered in either dirt or mold. Rather than switch rooms again, we left to meet our daughter. While walking through the lobby, I had to pick up our dog to prevent her from stepping in wet cement. It was difficult for all of us to sleep with a bright light shining through the room's window with a curtain that didn't fully block the light. The food at breakfast was decent, but much more limited than other Best Westerns. Breakfast was also served in a cramped meeting room with warped tables and uncomfortable chairs. I would highly recommend looking for another hotel until the construction is completed. The rate we paid was way to high for the room we received. We will be staying somewhere else the next time we visit...