Best Western Woodland Inn — Hotel in Woodland

My initial review did not contain text, but seeing as the hotel management decided to respond, I suppose I will add context. (FYI I had my wife on the phone for this entire interaction)

I came to this hotel with my wife and two daughters on Thanksgiving evening. upon checking in the front desk clerk advised me that the King bed I had requested was not available. I said that was fine because I did not order a King bed. Upon reaching our room, we found that there was no pullout bed as we had though there would be, so I went downstairs to the clerk to request a rollaway bed for my 6 year old. I have stayed at literally hundreds of Best Western hotels and have never been charged for a rollaway bed. I confirmed this was the case on their website and with Best Western customer support.

Upon arriving downstairs, I asked the clerk about a bed for my daughter. He informed me there was a ten dollar charge to use the bed to which I replied; "I'm not paying for that it's free." To which he replied; " Yes you will if you want the bed." We went back and forth for a minute, but I finally agreed to paying for the bed commenting that I would try to get a refund for it later.. The clerk then said, "In that case I will not give you the pull away bed." I then responded; "Are you F*ing serious?" It was at this point the clerk stood up and said" I will not tolerate that language used against me so I'm canceling your reservation." I told him he couldn't do that as we already paid for our room and I wasn't threatening him or raising my voice. He then said we would call the police to have us trespassed from the property. I told him to go ahead and call the police.

At this point I was done with this nonsense so I said; If you're canceling our reservation, I would like a receipt. He said I could not have one and proceeded to call someone on the phone while working on the computer. after a few minutes he hung up the phone and advised me that our room was canceled, and we had 30 minutes to leave the building. I went upstairs to get my family because we no longer felt comfortable staying and came back downstairs. Two police officers were waiting for us. I told them what had happened, and they advised us we could stay in our room because they had no legal ability to trespass us from the property. We thanked them for their time and said we were going to another hotel because we didn't feel comfortable staying there any longer.

A few notes: We never called in to change our room type, I am very soft spoken and have never had anyone tell me they feel threatened by my presence and lastly, I used exactly one swear word during our entire interaction and it was in response to an utterly ridiculous action by the front desk clerk. Upon looking at other reviews online it seems this hotel has quite a reputation. Including a news article about a man that was forced to sleep at a Walmart parking lot with his son after being kicked out for only having a neck gator for face covering.

This has been the absolute worst experience I have ever had at a hotel. The treatment we received has insured that no one in my family or friend circle will ever stay at a best western...

Dear Amy H, my son posted on google a week ago . We stayed together in room 119 for one night after a long trip from Northern BC ( me) and Edmonton Alberta ( him). We booked months ahead to secure the booking. First off, wifi was down, we were never alerted to this problem prior to check in. This cost us work and money, my son having to use paid minutes. It also gave us nothing to do with no TV. We paid top dollar, 188 US for the night, when you often offer deals for way lower such as 117 posted right now. I asked for a discount as we did not receive full service without wifi and i was shut down on exit. I still refute this, i do believe we should get some refund as this was the main cause we could not stay and you said in your reply him it was fixed after our trip would have been done. No way could we function workwise for three days without it. Next, we were never offered a pet free room. You say you have them. They asked us if we had a pet, we said no. Our room stank.. there is no other way to put it. My allergies went through the roof. It was not ok. If i had of stayed i would have asked for another room, but since the wifi was already an issue there was no point. last, the spiders. you saw the pictures he posted. that is absolutely gross. And from Canada you say? . I doubt they wandered that far. Have been Canadian all my life and never have i see one that big. And its friend was there to greet me in the morning by my bed. the fitness room, only the stair machine worked well. the row machine doesn't work. There are clumps of hair and dust on the floor. I think its unethical to charge us 188 and i would like to see some decency to refund a portion. We had to relocate for two nights because of these issues. also, the plumbing in room 119 is barely ok. Took me 30 minutes to minimally fill a lukewarm bath. the back of the bathroom door is also filthy. Staff wanted 10 per hour for us to check in early. And when we asked where we could go, we were told they were new and could not suggest anything to do or go to. all in all, just a very poor experience and to be charged full rate is a totally unfair. Thank you for your consideration. I would have a better opinion if i did not feel so ripped off. it was such a bad beginning to an...

No thank you.

On behalf of our entire team, I would like to apologize for not exceeding your expectations. I do understand your frustrations with the entire situation. I looked into the situation thoroughly to see exactly how this happened. It does look like you were offered a free upgrade to a more spacious roomtype. At this time, it appears two separate reservations were made for two different days unknown to our staff. I do apologize as we were not aware of this.

YOUR staff was made aware of this immediately upon check in and we were told we would no have to change rooms. The reservations were booked by Best Western through your rewards program so the fact that they booked them separately has nothing to do with our actions which is what you infer and ignore and deny the fact that your staff was specifically made aware of the situation.

I understand and do apologize there was no message left on your phone during this time. I will ensure staff knows to leave messages about the actions that are being taken in regards to rooms changes. As reported in your different review, multiple attempts were made to contact you regarding this situation. We were faced with a very difficult decision as we were completely sold out and it was check in time and we had not yet heard from you in regards to the situation.

I DO NOT answer random phone calls from numbers I do not know especially while I am at a wedding. What was I supposed to do? Drive back and move all my stuff? I have never been to a hotel that moved someone's personal belongings while they were unaware of the situation. This made my girlfriend and 13 year old daughter incredibly uncomfortable and violated. As well as showing up to open my room while someone else was in it. All of which you ignore.

Again, I do apologize for the inconvenience this has been to you. I will be sure to go over proper procedures with staff members in efforts to avoid this situation again.

WHAT are proper procedures? Do you often enter a room and move peoples belongings? Is that the policy or is it your policy not to do so?

Thanks so much for the 10% discount on the room, really made my family...