Best Western Plus Sebastian Hotel & Suites — Hotel in Sebastian

PLEASE READ. BEFORE YOU STAY 12/24/2017

If i could give this place negative stars I would. Housekeeping didn't do their job properly and when we asked them to they threw a fit and started trying to cause problems, saying we were smoking in the bathroom (untrue) and talking about us in the wide open in a rude manor. They also threw away things of ours such as an infants swim pants. Then there was a problem with sewage to the point where all along the back wall was covered in water and the tub was having sewage water come up out of the drain and filling it. Our last night being there after having this sewage problem and having to move rooms, they come to us at 3:45am and try saying we didn't pay for our stay here this last night. Completely untrue, we paid the day before at around 8pm. Some of the staff was so nice but they were outweighed by how awful our stay was. Like I said if I could I would give this place negative stars. Never would I stay here again.

That’s what my wife wrote there was just so much more that was wrong, I tried so hard not to complain but every night there was some kind of issue. Something was always wrong and after the first night we had paid cash to stay. Tonight toped it off tho with what would have been them waking us up to tell us we didn’t pay to be here at 3:30 in the am( even tho we did thank goodness there’s cameras everywhere) after we had to switch rooms because of the sewage that was everywhere in the bathroom and supposedly the big manager here and he couldn’t say a word to us a apologize a hey it’s are fault or something. I wouldn’t even take another night for free maybe to be refunded for those nights that we had a issue with them but that wouldn’t be fair to best western cause a stay for two weeks we would have only paid the first day the rest would be free. My blood is boiling rite now that they would do this at 3:30 am they would have kicked my soon to be wife our one and a half ye old and four month old and myself out with out going through and looking for them selfs. It’s a wonderful hotel and there really is good employees here I wish I wasn’t so bad with names cause I would praise them rite now for doing there job and knowing what they needed to do and most of them are new but the three or four that have made this a bad stay ruined it for everyone. My name is Cameron Nunnally and I live in Sebastian. Find me on Facebook or whatever I will sshare with you more if you want . It’s a great hotel just bad higher up employees...

The hotels is what it is, it is a best western can not expect to much. That is not the reason for the 1 star. I booked a room on 9/12 thru Expedia and paid for my room. When I get to the hotel they ask for my CC for accidentals (what is normal) The front desk lady hands me the paper and it shows she charged my CC for the night. I already paid for the night thru Expedia. I inform her that the room was prepaid. She looks at me and tells me that she needs to talk to her manager tomorrow morning. Fine I still had to spend the night anyway. The next morning I go to the front desk the lady there was told about the situation. Plays on the computer for a while and tells me she cannot do anything and has to talk to the GM. I asked why she just not release the charge (like every other company can do). She tells me she can't. Few days later I finally get a call from the GM lady who tells me that the money will be refunded. I asked her why she did not just released the charge, and her answer was that it is quite normal to double charge. I asked her for e-mail conformation and she never send it. In the next 2 weeks I make numerous calls to the hotel with no luck of my refund. I have called at least 40 times with it going straight to voicemail. I called the customer relations department for BWH who contact the hotel twice and THEY where told that my money will be refunded and a e-mail conformation will be send. And 14 days later still no money!! And no e-mail confirmation!!

I just got off the phone with the customer relations department for BWH and she told me the GM just stepped out and will call me right back. That has not happened either.

Can this be a isolated incident? Maybe, but you still took my money and I did not give you permission and I still don't have it back.

Needless to say I will never spent another night in that hotel or swipe my card there for anything again.

Even more surprised to see that this place is from Captain Hirams across the street.

I do want to give the breakfast lady a thumbs up food was hot and she was very friendly and kept the...

Ths should be a ZERO star review... When presented with an opportunity to assist a guest whom had a paid and confirmed reservation overcome a booking problem, the franchise owner decided to play hard to find and took advantage of the scheduling error to RIP US OFF. He actively refused to work with us or the booking agency, knowing full well that if he didn't help us, he would be paid for the booking anyway and be able to sell the room again as we had already expressed we couldn't possibly make the original dates. The coward wouldnt even talk to me on the phone. He had his step son (or son-in-law, I was so mad I dont remember) tell me there ...'wasn't another of the same room available'... on the new date we wanted. We had originally booked a Queen suite and I even offered to pay the $ difference up for a King suite which they already told me WAS available the day we wanted to stay...and the kid wouldn't even give me a number. I couldn't even shell out an uh-oh fee to save the beach weekend I had planned for my wife and kids.

Overall we spent 3 weeks trying to straighten out a scheduling issue that was beyond our control. The hotel owners were the first people we spoke to. The moment they realized the problem and saw they could double-dip the situation if they simply did nothing, they immediately became unavailable to talk to; not return correspondence from the booking agency; completely unresponsive. You cannot tell me that this sudden change in behavior from (what I would hardly call professional in the first place) customer service to being absolutely unresponsive for 3 weeks was not intentional and driven by GREED. It's a shame that #BestWestern accepts such horrible people as franchise owners. It really hurts their brand image to have thieves and greedy trolls running...