Aiden by Best Western Scottsdale North — Hotel in Scottsdale

I am writing to formally express my outrage and extreme dissatisfaction regarding my recent stay at Aiden at Best Western Scottsdale North for my wife’s birthday weekend. What should have been a special and enjoyable experience turned into a complete disaster due to the hotel's gross incompetence and failure to provide even basic amenities.

We checked in on November 15th, having booked well in advance. Upon arrival, we were informed that the internet was down, but staff assured us it would be fixed within the hour. This turned out to be completely false, as the internet remained down for most of our stay.

We were given room 144 and left for planned events after dropping off our bags. Upon returning, we discovered that not only was the internet still not working, but there was also NO HOT WATER. This is absolutely unacceptable for any hotel, especially one charging premium rates.

I immediately reported this to the front desk and was met with empty apologies and zero solutions. When I asked to speak with a manager, I was told that the only one available was the bar manager—someone completely unqualified to handle such an issue. He provided the Operations Manager’s contact information and offered complimentary drinks, which were a pathetic excuse for compensation considering we couldn’t even take a proper shower.

On November 16th, the same unacceptable conditions persisted—no internet and no hot water. Once again, we were forced to seek out a gym we weren’t even members of just to take a shower. I complained to the front desk again, but nothing was done.

By the time we checked out on November 17th, the internet was finally restored—just in time for the hotel to charge my credit card $355.67 for a stay that was an absolute failure on your part.

Following our stay, I made multiple attempts to contact Operations Manager Jaquille Brooks. He ignored my calls and emails for four days before finally responding

In his response, he explicitly promised a refund. Yet, here we are almost 4 months later, and despite my numerous calls, messages, and emails to staff, assistant managers, and even Best Western’s headquarters, I have received nothing. Jaquille Brooks has never responded again after his initial email.

To make matters even worse, I finally received a response from Best Western’s customer service today stating that they will not honor their own Operations Manager’s promise and that I will not receive a refund.

This level of deception, unprofessionalism, and utter disregard for customer service is appalling. Not only has this experience ruined any future plans I had to stay at any Best Western property, but it has also put Best Western at risk of losing a loyal customer for life.

I have exhausted every avenue for resolution and will now escalate this matter to the highest levels. I am actively seeking to contact President and CEO Larry Cuculic and Board Chairman Stephan Wahrlich to bring attention to this disgraceful handling of my concerns.

At this point, I expect an immediate resolution—meaning the refund that was promised to me—or I will have no choice but to take further action, including public complaints, legal channels, and consumer protection agencies.

I demand a response immediately. Sincerely, Shannon Harris and...

Hotel is beautiful and the rooms grounds are beautiful ...The service staff do not greet you like other Best Westerns I've been to when you are a diamond member, I'm used to being acknowledged and thanked for being a diamond member and given a little gift bag, that did not happen here!! when I mentioned it the gal at front desk told me "Go ahead and grab a couple of waters out of the cooler" Be aware if you are booking through Best Western site they charge you for your room UPON ARRIVAL -PLUS the $200 deposit all at one time. WHICH MAKES ME QUESTION HOW I'M GOING TO GET MY DEPOSIT BACK WITHOUT A BUNCH OF RIGMAR ROLL. I am still questioning this because my deposit was actually (when you minus cost of stay, My deposit ended up being $215) and be careful when you're buying things at their groceries area because I think they charge pop, candy etc according to who's working. Two bottles of mountain dew cost $14.53 (the small grab bottles) I BOOKED DIRECT THROUGH BEST WESTERN ... This is the first one who didn't go above and beyond in accommodating Us. Upon arrival I was giving a room and when I opened the door there was two people dressing imagine the surprise on their face let alone our faces. Then was told there is no other room of my type available and I would have to take a different room which required an elevator to get to, I said no thank you, The clerk then said well you can always go find another hotel. Excuse me I did not just fly here spending thousands of dollars to be treated like this. So to sum this up the grounds and the hotel itself are beautiful and clean but if I could give less than one star for service of management all you get is excuses excuses excuses. They bumped me out of my room and put someone else in it before I arrived, I'm wondering why they couldn't do that to the two empty patio room sitting next to me empty, I told them I'm here now and those rooms are empty put me in One of them bump someone else who comes in later .....just like you did me! You know what I got? A promise for next time staying with them they will give me one day a free breakfast which by the way is advertised at $9.99 but upon arrival it's $10.99 If you're ever in Minnesota go to Blaine Best Western at the sports center their breakfast is free and absolutely amazing I could go on forever on how they put me in a room right next to the kitchen and I was awake from 4:38 a.m. on each morning from 9:00 to 10:00 at night listening to all the banging and clinging of the kitchen, yet they refused to move me to a different room I had spoken to my neighbor and they said they were leaving so their room is sitting empty but staff refused to switch me. Again I will say I hope if you do stay here you don't have problems like myself. Being a Best Western diamond rewards member here, doesn't mean...

I booked this hotel because of the positive reviews and it fell short of my expectations for several reasons.

When we checked in, we were informed that the bedroom TV in our room was not working and no timeline was provided for repairing it. The manager on duty did offer us free breakfast for the duration of our stay, which we appreciated. However, we didn’t receive any further update from the hotel staff regarding the TV.

On the third night of our stay, our air conditioning stopped working. We informed the front desk the next morning and they said they’d talk to the maintenance staff. A few hours passed and we noticed the AC still didn’t work, so we followed up with the front desk who said they’d check with maintenance again. We followed up one last time and they told us that it wouldn’t be repaired anytime soon as it required a part to be ordered. However, this information was never shared with us until we asked. It was also inconvenient to wait for someone to arrive as we were getting ready for a wedding. There didn’t seem to be much remorse from the staff member we spoke to - she even seemed annoying we kept asking about it.

Lastly, we booked what we thought was a room with a private patio. We were disappointed when we checked into our room that the patio was not private like it looked in the photo, and we had to share it with an adjoining room. Additionally, the room was in a noisy area next to the hotel staff/housekeeping offices which made it difficult to sleep and relax (by the way, housekeeping is not automatic and needs to be requested which was never communicated to us when we checked in). The shower also had a cheap liner and curtain instead of a door, which caused a water to spill onto the floor each time we used it.

Overall, despite the hotel’s convenient location close to restaurants, shops, and the highway, and amenities such as a pool and indoor/outdoor bar, I was very underwhelmed by the service and communication of the staff at this property. Ideally, the staff should’ve been more proactive with communicating updates on the issues with our rooms instead of us having to follow up constantly and making us feel unimportant. I would not stay in this hotel again because I wouldn’t trust issues to be resolved in a timely manner and did not appreciate the lack of communication and urgency regarding our room issues.

Post-stay update: I wrote to Best Western corporate about our poor experience and they offered me a $50 credit (our 5-night stay cost around $1,200!). Clearly no regard for customer satisfaction, consistent with how we were treated by the...