Best Western Plus Mill Creek Inn — Hotel in Salem

I made reservations for a family member who flew into Salem, Oregon yesterday. She flew in from Florida to celebrate her 90th birthday with family. She was looking forward to her two week stay at your hotel Best Western Plus Mill Creek Inn here in Salem. She is a long time member of your club and has stayed at this hotel for years when in Salem including 2018 & 2019 for Christmas season. I personally made the reservations for her stay back in April, made certain it was the room she had previously stayed at which was a first floor disabled person room with King size bed and walk in shower. Your company took my American Express card and used it to secure the reservation.I received a confirmation email as well. This was to be two week stay at your hotel by the way. Almost $3000 you lost.

We arrived yesterday evening 7/29/2021 after picking my relative up at Portland International Airport. She started out at 5AM in the morning Florida time. By the time we arrived at the hotel and she went in, she was exhausted. And what happened next is beyond me and has incensed me. She was told there were no reservations for her and that even if there had been, the room she reserved was given to someone else. This happened in 2019 as well. This woman who will be 90 on the 2nd of August was told she would have to take a third floor room that did not have a walk in shower. The little boy working at the counter whined that there were no notes in the computer about the reservations but they finally found the reservation. Yet this same little boy stated that she still could not have the room she reserved because it was occupied. I told your employee that the reservation is a contract which is enforceable in Oregon and to inform the occupants of the room that had been reserved for my relative that a mistake had been made and they could take the third floor room. In a flippant and disrespectful manner your employee stated in front of five people that he was not going to do that and my relative should take the room offered. Did I mention this person needs a walker and can barely stand for any length of time and will be 90 in a few days?

. Your company caused my relative distress and I do not appreciate that. I took my relative to La Quinta which is down the road and explained what happened at your hotel. The staff at La Quinta stepped up, the manager came out to speak to the staff and stated “make it happen”. My almost 90 year old relative was given a first floor room, king size bed with walk in shower in less than 15 minutes despite the fact she did not have reservations. The La Quinta staff changed some rooms around to make this happen. My relative is staying there for the next two weeks. This is...

Location = A, Room = B, Pool = B, Gym = C, Breakfast = C, Lobby = B, Staff = C, Parking = B, Misc Amenities = C, Bathroom = B+

Location: Pretty easy to find off the Freeway and major roads. Other Hotels nearby, Costco across the street including gas service. Denny's (with Lounge) across the parking lot.

Parking: Medium amount up front, more in the back. Might compete a little with Denny's customers, but not too bad. High, covered arrival entry to load/unload.

Lobby: Somewhat small but some couch/chair seating if waiting for something. Curved staircase to second floor that overlooks the lobby and additional seating up there. Complimentary coffee, tea, cocoa. large counter with two check-in stations.

Room: ours was a two queen bed room, small table with two chairs. Desk, dresser with TV on top, small microwave, mini-fridge, 1 cup coffee maker. Beds seemed fine, biggest issue was the 'privacy/room darkening ' drapes only went down to the window sill, not the floor (as did the decor drapes and sheers), so they were not "room darkening" at all as the sunlight lit up the lower wall! The AC was good including remote control and the 'fan' continued to work even if the AC temp was reached. That's always a good thing for continuous 'white noise'.

Bathroom: Separate sink and vanity outside the main bathroom, that's always a good configuration. Shower was okay, good temp but weakish shower head. Poor fan as the mirror fogs up easily.

Pool: A bit larger that other nearby Hotels, so good for the kids. A small "kiddy pool" would be good for young kids. Sufficient deck sitting. Towels provided. The "spa" (hot tub) is mostly rectangular, tucked in a corner and was fine, however, a sign clearly says "must be 21" or over. This is NOT good. We have a 14, 15 and 18 year old. All advanced swimmers plus we parents are always present. If my 18 year old can vote, drive, join the military and even reserve and pay for her own room, then by God she should be able to go into the spa! Ridiculous! So too should our other or anyone's kids go in with parental supervision.

Gym: Was okay, smallish. Two treadmills, weight machine, free weights, water cooler. Two TV's.

Staff: We had issues checking in, I think under trained staff.

Breakfast: You receive a voucher for each person, good at the Denny's across the parking lot. Limited, but appropriate meal options . Gratuity is not included so it will cost you if you are accustomed to tipping. This Denny's also has a lounge so can have a close by option for an evening cocktail on your own.

Value: is okay but other Hotels in the area offer a "Corban University" discount and as we were visiting our Freshman daughter, a discount would...

HORRIBLE EXPERIENCE! I only used my credit card back in June to make reservations at this hotel. Since then, it never left my possession and I had it physically on me the whole time. When I checked in at the end of August, the staff asked to my card. I handed it to me and they quickly scanned it and gave it back. I stayed two nights. On the morning of my check out, I got an alert that my same credit card had been used at the Denny's next door for a considerable amount of money. I never once used my card at any other place but this hotel. I reported the fraud to my credit card company as well as putting a call to the General Manager at the hotel. She admitted it sounded suspicious that my card was used at the Denny's next door. I had to cancel my credit card and get a new one reissued. I had one more reservation that following weekend at the same hotel and decided to keep it, since it would have cost me more to make another reservation elsewhere at the last minute. When I checked out the second weekend and finally came home (after a business trip) I saw that there was ANOTHER FRAUD charge on the very same day they charged Denny's, but this time for over $300 at BOOKING.COM! I was livid! I called and spoke to Jen, the GM at the hotel, and she REFUSED to acknowledge that the issue was done on behalf of her staff, even though that was the ONLY place I had used my card since June! She also REFUSED to speak to her employees, even though I suggested this to her, so this wouldn't happen to another guest. She refused to give me any compensation for our 4 nights stay, even though I had stayed there for the past 10 years plus! I will NEVER stay at a place where the manager does NOT care about her guests enough to have done something about it! That is very bad business! Plus one of her staff gave us a "Wake up Call" 30 minutes prior to my request time, TWICE! I already was getting only 5 1/2 hours of sleep from my work, so 30 minutes earlier than requested wake up call was a huge deal to me...And the same staff member did this TWICE to me! I am not sure if he thought it was funny to wake up his guests 30 minutes prior to their request, but this was unacceptable! Very rude and inconsiderate! DO NOT STAY HERE unless you want fraudulent charges on your...