Best Western Garden Inn — Hotel in San Antonio

Bedbugs

I can’t believe how bad my family was treated here, read some parts of my email to the amoma, the website from which I made my reservation.

We made a reservation in Best Western Golden Inn in San Antonio for last night. We were going to stay there for the night as a part of our plan. Unfortunately at about 2:00 am when we were about to go to sleep we found and killed a fully grown and mature bedbug in one of our beds right next to one of our babies. I immediately went to the office to report the issue. However, the lobby was closed and I could only speak to an employee through a window outside of the lobby to find out that there aren’t any night shift managers and that she can’t do anything to help us but to either check us out or to send us to another room! After this we decided to leave the premises right away and to cancel our plans for today so that we could go back home, make sure there are no bedbugs in our clothes or carry ons and make sure we are safe. We had to drive back 3 hours to home after a very very long day. The Best Western Golden Inn employee didn’t really care about the issue nor she even looked surprised about the issue. All she said was that she would let the management know about the incident and for anything that we asked she said we need to get back to the third party company from which we made our reservation.

Unfortunately the bedbugs weren’t the only issue we had. As soon as we entered our rooms we noticed that the smoke detector in one of them has gone off and was constantly beeping and it took the management about 15 minutes to send someone to come and check the room to fix the issue, this alone should have been enough heads up for us to know that at least one of our rooms haven’t been inspected at all before we arrived. We also noticed that someone had smoked a cigarette in the bathroom and that might have been the reason why the smoke detector had gone off in the first place. Considering the fact that we reserved a non smoking room this was a very unpleasant experience which we didn’t know about until the first time someone used the bathroom in that room( room 124). A few minutes after our arrival, we asked for a crib and management office told us they will get back to us, of course they never did. Before we found out about the bedbugs we again asked for a crib and were told they couldn’t provide us with one because we had to ask at check in time! Two of us flew from Cincinnati and two other flew from Toronto to be here for my sisters wedding and we all were supposed to have a fun day today in San Antonio after they got married two days ago. Considering the situation we were in, this has been an extremely unpleasant experience for us all and we would definitely expect at least the reservation fee back. I’ll also contact the Best Western management about these issues to make sure they understand that they need to properly inspect their rooms before they check some people in so that one wouldn’t have bedbugs and the other wouldn’t have the smoke detector issue.

As it is clear, we were completely unsatisfied with the service and as a result we are asking for a full refund.

Thank you so much in advance for your understanding. I have also attached a picture from the room and the original reservation information emailed...

WORST BEST WESTERN......EVER! Avoid this hotel. I had an issue with bedbugs and the management denied all knowledge, so basically they were calling me a liar, despite the fact that I had over 20 bites on both legs. The customer service is apalling! No communication whatsoever from the hotel until I complained to central Customer Service. The manager is incapable of writing a simple e-mail. The guy who checked me in was excellent, but after that things began to unravel. Breakfast was poor with many items missing. I asked politely about provision of cream cheese, to which the gruff response was "we don't stock cream cheese". A group of children were trashing the breakfast area but no-one did anything about it. The guy on the desk, Dominique, was more interested in strutting around like a peacock than doing anything constructive. He came to the room and was shown the bites but stated "we don't have bedbugs" despite the evidence that I went to bed with no bites but woke up with over 20. At check-out I had to ask if he had informed his manager about the problem and the response was to throw a business card at me. I e-mailed the hotel when I returned home. No response from Donna Patel. After complaining to BW Customer Services, the hotel's solution to the bedbug problem was to refund $29.19 (how was that total achieved?) without any kind of apology. This hotel doesn't care about its customers, they just want your money! It has no stars, but you have to give one to proceed with the review.

Following the hotels response to this review, it would have been nice to see the bug report, but it never reached me. I note that there are other reviews which mention the problem. As you seem to accuse me of bringing the bugs in myself i’m guessing they brought theirs too? What saddens me most is the complete lack of customer care at this hotel. They do not accept their responsibilities in respect of taking care of their guests. To be fobbed off by delusional management is...

Disgusting. The 4 start reviews must be fake or from people with low vision. I read the past reviews and thought well, 4 stars is really good…. So it must be ok. WRONG. Not good at all. It’s filthy. The room smelled so bad, we couldn’t figure out where it was coming from and finally opened the microwave and there was two week old moldy food in it! The mini fridge had old drinks in it. The carpet looked like it was not vacuumed ever and had crusty food spills. The pictures speak for themselves. For $100 it’s wasn’t even a good price. We tried to check out right away but the employee said she couldn’t do anything. She was nice. It looks like they tried to update this place some newish decor, if they had employees who even did a 1/2 way decent job cleaning it would be an ok place to stay, but it looks like it’s never been cleaned since they “remodel” praying we don’t get bed bugs I can’t believe i am paying them to stay in such conditions 😭 At check out the manager did apologize and said he wished the employee switched us rooms the night before. He was nice however I can’t imagine if my room looked this bad any of the other rooms were better . Once again if the room was clean I’d give this place a 3 star review. I wish I would have seen honest reviews so I’d choose...