Best Western Executive Inn — Hotel in Seagoville

I called and went over all of the details with a lady a week prior to my booking the handicap accessible room for my daughter's 13th surprise birthday sleepover. I specifically asked about the chair lift in the pool due to her being in a wheelchair. She is between surgeries for knee reconstruction. I was told that the pool chair lift was in working order, that they would keep the pool open for as long as we wanted if we were quiet. I asked the difference in the handicap rooms and regular rooms. She told me that there was more room, the bed was lower, the bathroom was more accessible. I booked the room. Explained there would be 5 well behaved teenagers for her birthday. All was well. Then the day of, I called to see if I could check in early, spoke with a Mr this time, said an hour early is ok. I got to the front desk, paid, asked about the chair lift in the pool and he said that "no, it doesn't work, the battery is dead". They ordered a new battery and it's on back order. Umm, you can't charge it?? And, the pool closed at 10pm period. Got to the room, smelled horrible, like it used to be a smoking room and the carpets were never cleaned. The knobs on the AC were stripped. The room had more furniture in it that I had to move to get my daughters wheelchair in. The bed wasn't lower. The bathroom door was previously used in another room due to a door knob hole being in it then turned into a sliding door. There was a bathtub to step over into - not a walk-in handicap shower. Then the pool- the only hand rail to get up and down the steps was so "wobbly" it scared me. So, not only was there no chair lift to get her in the pool (the whole reason I picked this hotel) now the hand rail that we depended on wasn't acceptable. Dangerous actually. With help from an adult friend, we were able to get her in and out of the pool by ourselves. I didn't let my daughter know my frustrations because she was so very happy to be in a pool for the 1st time all summer. Was I offered any other accommodations? No. Discounted? No. Too late to change the location, it was pre-planned. The hotel knew this- more than a few staff members. There were Military staying there as well. The lady that worked the desk that night asked me if I had "a bunch of girls in my room" (which was the very 1st room by the office) she made sure that I knew that the Military people were there and they needed to sleep. I asked if someone had complained and she said no. So, not too sure why my pre-planned surprise birthday party wasn't as important as the other guests getting sleep on a Saturday night, when my well behaved girls (which they are, and were) couldn't be heard on the other side of the door. I checked/investigated it myself. I went outside about once an hour all night to smoke a cigarette and she acted like I was a criminal, keeping the cameras on me. I asked for 2 extra pillows & blankets. She would only give me 1 and took her sweet time getting it. Not realizing that one of those cameras she spy's on, was on her that whole time. (where all the blankets and pillows are.) The sad part is, I live in this City. I have recommend this hotel to family/friends that come in town because it is the best in Seagoville. The rest are drug infested. I have personally stayed here a few time through the years....

Horrible service. The front desk staff has no clue. Like taking to a wall. My crew stayed at this place. We prepaid for a week, checked out a day later and they still held our money and refused to refund. Paid for a week and never stayed in the room. Owner said he was out of the country and would deal with it when he returns 2 weeks later. Would not refund. Charged our credit card multiple times with different amounts daily and bank placed fraud alert on account and locked credit card. They just said sorry not our fault. Worst owner, management & staff. Go to another hotel. *To further add to the owners response. No one was cussing. Anyone would be angry when the owner and staff can not understand to point. Yes my card declined because you made several attempts to charge the card with different amounts each time so the bank placed a fraud alert hold on the card. When that occurred I came into the hotel the next morning and handled the balances personally and all were approved. Then I pre-paid the two rooms for 5 nights and that charge was approved. The next morning my crew had to leave and go to another state, so they checked out. Which left a refund and/or credit of $500. It has been 5 business days and no refund. Your staff wrote on ur invoice what the total charge was supposed to be. Your manager even realized with his own math calculations that the total amount for all the nights we actually used the rooms was $500 less than what you actually charged. So he called the owner, and he spoke to you and your exact words were I am currently out of the country and will not be back til the end of the month and you would look through all the invoices and then would issue refunds if necessary. So you expect me as a customer to wait 2 or more weeks for you to look into this matter after your own management staff admitted and recognized the mistake that I am owed a refund because you overcharged my debit card. I think that is not how a merchant is supposed to handle business. Your staff and computer systems made the mistake, and you want to use the excuse that my card was declined to keep charging my card with different amount hoping they approve and ultimately overcharged me for the stay. If you are unwilling to handle this matter promptly & professionally, I will take further steps to resolve this matter. You also told me that you are the owner and if I call Best Western Corporate they will not do anything about it, that’s a bit incorrect. You have franchise rules & regulations and if Best Western corporate would allow this kind of treatment to their customers, you will eventually not have any...

DO NOT STAY HERE!!! OWNER AND STAFF ARE UNPROFESSIONAL AND VINDICTIVE.

This was the STRANGEST hotel experience. We live near town but decided to have a night away from the kids with some friends. First, our hotel room had a visibly new smoke detector with the bag over it and it was NOT PLUGGED IN....WARNING FOR ANYONE STAYING IN ROOM 214!!!

Second, our friends prepaid for a more expensive room with a jetted tub, but when they arrived, they were given a standard double queen room. Even though our friends were calm and respectful, the owner’s brother was visibly upset and did not want to reimburse the difference or put them in the room they originally purchased, even after he spoke with corporate.

Third, we went out and came back later that night. When our friends were in bed, the owner knocked on their door and told them there were noise complaints (we were only a few doors down and heard nothing). As our male friend came to the door (half asleep and in his underwear thinking it was just us) the owner said he tried to be physically violent with him (which was absolutely not the case). He had 3 police officers (that were already there when he knocked on their door) kick them out of the hotel at 3:30am. Typically, I believe that things like that don’t happen if you are behaving, but there was literally nothing happening. The hotel told corporate we were there the whole night fighting and throwing things, but we did not arrive back at the hotel until after 2am when we finished at Denny’s. There were no disagreements, disruptions, NOR was ANYTHING thrown or broken.

Fourth, the next morning, we went to get breakfast and took it back to our rooms, but our keys wouldn’t work, which I thought was just a mishap. We went down to have them fixed and we were told we weren’t allowed to take breakfast to our rooms, but we still needed to get something from our room, so we went back upstairs and the key still didn’t work. The housekeeping let us into our room and the second we got in, the phone rang. The hotel lobby called and BERATED us for taking the breakfast to our rooms and to bring it down immediately, even though we were just getting something from our room. Our keys didn’t work until after we ate breakfast (downstairs) and had them fixed again.

I was scared to even complain thinking that they would start something with us. Corporate was empathetic but ultimately no help in improving the situation. I have stayed in many hotels in many countries and none of them have ever treated us this way. Save your time, sanity, and money and stay...