Best Western Springfield — Hotel in Springfield

WE HAD THE POLICE CALLED ON US. My family which included myself, husband and our 3 kids which included a 2 month old baby stayed at this hotel a little over a week ago. This is a long post.

First off when we arrived and got into our room it was late because our car had broke down and had to be towed. The overnight receptionist was very nice and made sure we had everything we needed. The room was very different from the nice modern reception area which greets you when you walk in. The beds were horrible the mattresses were sunk in badly. The floors were dirty like they hadn’t been swept, the bathroom had hair all over it and all the appliances were old. The microwave was old as hell it was super loud turning it on and the fridge wasn’t cleaned either. The rooms need to be updated they are well overdue for a remodel. The next morning around 9am housekeeping came knocking on the door and just opened the door when we were still sleeping. Checkout isn’t until noon so I was confused and also upset because I have kids they just opened the door to our room. The lady said she didn’t get a response so she thought we were gone no excuse we were sleep that’s why you got no response wait until checkout time.

Secondly we ended up needing to stay for another night because we had no car yet so my husband went down to pay for another night. No one is at the front desk physically they have a virtual kiosk for checking in and checking out when an actual person isn’t there. The virtual agent charged my husband’s card multiple times for different amounts. Upon doing that our bank put a fraud alert freeze on our account and since it was the weekend the fraud team wasn’t going to be able to undo anything until Monday. We had to wait until a physical person came in so they could call the manager and figure things out since this the only payment method we had with us at the time. The receptionist who came in and spoke with my husband she had an attitude problem and kept telling us we had to pay or leave. My husband insisted on speaking to the manager when the lady kept saying she was texting the manager. She was rolling her eyes and being real snappy with my husband when he was never loud, rude or disrespectful to her in anyway which was beyond me. After a while she finally gave my husband the number to a manager and she told us she would handle everything and apologized for the mishap. Which we later figured out all they did was use out deposit to pay for the room.

The next day we needed to stay another night so we had asked if we could have some time to get some money sent to us to pay for the room. While my husband and I were outside on the phone the lady called upstairs and told my son that we had until 2pm to pay or we had to leave. I was upset she told my son that because she should have spoken to an adult. My husband immediately went down to speak with her and was still getting the same messed up attitude from her. Again my husband spoke calmly never getting loud, rude, disruptive or disrespectful even though he was frustrated because they caused this whole conundrum. The lady called the police telling them we refused to leave when that was never the case. My husband asked for a manager again and she stormed off with the phone and called the police. The police came and we had to leave. We wanted to leave also because she didn’t have to call the cops. Once out money came in which took 2 more hours we had stand outside in the heat with our kids and 2 month old baby to wait for an uber that could fit us all and take us to another hotel until the next day, Monday.

I also want to add we are Diamond select members the highest you can be as a Best Western member and we also had a business account as well with Best Western and our family was treated poorly. My husband was mugged while walking to the store but fought the guy off and I saw a huge dead rat lying beside someone’s car. I will NEVERR stay at this place again they won’t get a penny from us again. Also manager never emailed us...

WHERE DO I BEGIN? The staff was fine..Carla checked us in and she's very professional and thorough. The kiosk for check out and other transactions was cool and very helpful. Housekeeping, I didn't use them to clean the room. My son was ill on the 2nd day so I had my cleaner with me to maintain the room as always. I asked for a few toiletries through kiosk and housekeeping came right away both times. The breakfast was good each day with the exception of burnt sausages a few days and runny grits a few days. But they have a great variety and a hardworking lady who maintains the breakfast room. I'm not talking about the older Spanish lady who shuts everything down right before 9am yelling finito when I went to get a little more orange juice. We went close to 9am because the clock was 45 minutes off. Then she tried closing the area off while many people were finishing up. They only do breakfast from 7 to 9am. The others do it from. 630 to 930am and 7 to 10 on weekends. I booked a few days through a 3rd party. A $200 hold was placed on my debit card. I moved due to mold and other property issues and the house I'm renting wasn't quite ready so I booked 4 more nights. The 3rd party rep told me the hold will be the same $200 because I was not leaving the room. The room was paid and the hold lingered after I checked out. I knew this would happen but I checked with the kiosk agent to make sure they released it when I checked out. This was on 1/31/25 . Today there were 2 holds pending. I call and some impatient women (not Carla) keeps over explaining that my bank has to release the hold when I explained I was trying to find why 2 holds. She then says they charged my card but refunded it? Why? Its supposed to drop off. Yet 2 still show pending. The room was dated and ugly with old furniture. The walls are two toned, dark beige (with smudged in many places) dark blue with dust all over. And scrapes in the paint in a few places ( covered by 2 chairs). Curtains had a few stains. One bed had an ugly Dc comforter, red, white and blue flag, etc The other a plain white one. We always cover with our own blankets and pillow cases and use our own towels and washclothes. The air conditioner had tape around the bottom. The toilet flushed slow and the appliances are old. There were 4 major highway lanes right by the window. Even with rain at night its constant noise especially the trucks. I had a strange jittery middle aged white man next door. He came down each morning and fixed several cups of coffee and big plates to take outsude and hang with some young girl all day. One day she was hanging in there when I left and came back. Then he comes out smoking a cigarette hanging with her all night. He told me hes a regular who has never stayed above the 3rd floor. The day before I left there was a woman yelling get the f...out and screaming in the morning for about 20 minutes. The next morning lots of police activity. Cars and cruiser out front. One officer got on the 3rd floor and went down with us. one was waiting outside a cracked door on the first floor. Several were walking in and out. Including a detective shield clipped to his pants like Danny Reagan. Finally, over an hour later they took someone out in cuffs. I was glad to be checking out.

Best Western is a decent hotel chain but I guess it depends where you stay. I have spent over 2500 dollars (debit, not credit) between 3 locations. By far, Fairfax is the best location, food, super clean rooms, good service and they have a pool. Im In my house now but if I need to spend money to stay somewhere. Holiday Inn Express, Towneplace in Manassas or Best Western Fairfax. I have Diamond status with Best Western????!!!!!! I expect diamond service...

Not sure why there is negative reviews, as we just had a wonderful experience there over the course of an entire weeks stay. ||Our original plans for our vacation fell through at the last minute and we opted to head to DC area on a lark instead, and landed on staying here for proximity to the city (never took more than 20 mins to drive in), and the fact that there was a pool and free parking. we were originally here for five nights then added another night on for the sixth when tropical storm Debby upended our other new vacation plans. ||My biggest things for hotels are honestly cleanliness and safety. and this hotel delivers on both of those-both our rooms were sparkling queen and were serviced every day of the stay-and not just with fresh towels and garbage removed like most hotels do if they even do that every day anymore. Like housekeeping staff came in and thoroughly remade your room and cleaned it like you were checking in as a new guest every day. ||Breakfast was good each morning, the hot food changed a little bit each day-was always scrambled eggs, potatoes and either sausage or bacon, but one morning the eggs were mixed with peppers and onions, and potatoes were changed up too with mix ins as well. overall nothing to complain about, I started to get tired of the offerings after a while but only because I stayed so long, not because it wasn’t a good. ||pool was great, and had a lifeguard who admittedly the first time it put me off when we were in the pool alone and he was more like security to determine who should be there, but the other times we went in he def recognized faces so it was a little less awkward. I thunk that was more me though bc I can’t recall the last time o went to a hotel outside of a resort where there was a lifeguard at a pool, so it might have just thrown me off.||only other thing I would say is I stayed in the even side rooms both times which do not face the highway-I cannot say if the rooms on that side are as quiet. I do know the rooms I stayed in were, which I appreciated since we had our one year old with us and getting a one year old to sleep can be a challenge sometimes 😂||make sure when booking you know that there is an up charge on rooms to have a microwave. we didn’t know that with our original booking and sorely missed it the bulk of our stay. We upgraded to the room with the microwave for our final night and it was much nicer having it. Honestly that might be my only critique from personal experience. ||I recommend this hotel if coming to the area and you don’t want to stay in the hustle and bustle of DC or want that free parking and pool. you really can’t go wrong and also the price was great when we stayed so it’s def...