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January 2024 by Debbie T.
Lost reservation and took our money. Had us waiting in lobby for a long time not looking for it but expecting us to clear up their mistake. Asked to speak to manager clerk call her and she doesn't want to talk to us.
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December 2023 by James Arnold
The staff was very friendly and knowledgeable as well as being helpful and friendly. The amenities were excellent and the included breakfast bar is one of the best in it's class in the Metroplex. I would recommend this location to anyone who is traveling for business or vacation as it's location is perfect for a selection of restaurants, services, and shopping locations all within walking distance. A++ ranking in my book of best all around hotel locations.Rooms: Very neat and spacious with up to date furnishings.Nearby activities: A great selection of places to eat, relax, have a fun night out, or shop all within walking distance.Safety: Well lit and cameras monitored by staff round the clock.Walkability: Access to necessities or other businesses within 3 to 4 minutes walk.Food & drinks: The included breakfast is great and there is coffee, latte, and hot chocolate available round the clock.Noteworthy details: A++ all around rating in its class in the Metroplex for business or vacation purposes. Highly recommend.
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December 2023 by Carlos Pena
This won’t be long.The rooms were clean no doubt about it.The location is great because you’re smack dab in the middle of Addison.Now the service….. is beyond terrible.. if I could give a 0 star rating I would.Let’s start off that I have an Autistic Brother.This morning December 10th we were both awaken by light knocking from the housekeepers at 11:30. Which I understand is a little late now that I’ve been told. I spoke with the housekeeper and she told me I had to leave by 12 latest so I told her I would leave. I was just going to take a shower. Not even 5-10 minutes later the receptionist comes up and starts banging on the door my little brother freaked out. And came crying to me knocking on the bathroom door. I came out just as I was about to take a shower And she was there at door telling me that she would have to charge me 50 dollars if we didn’t leave. And I told her ok. I would just grab my stuff real quick and head out in that moment so we wouldn’t be charged. I tried to explain to her that we were told by 12 pm by the housekeepers but she wasn’t haven’t it and said she would just have to charge us. She charged me the 50. So I decided ok since I’m being charged already I’ll finish taking a shower and help my little brother take a shower. I come downstairs and drop the key off to the heartless receptionist. As I’m leaving I receive a phone call from her saying that she returned the money but because we took longer she was going to have to charge and asks me if I’ve locked my card. I’m broke. I had nothing left after she charged me 50 dollars to my account. She proceeds to tell me that if we don’t pay up she will put us on the do not rent list. I told her I didn’t have any more money left and she said I have to pay. What is a man supposed to pay with when the last bit of his money has been taken from him. This is horrible the way they conduct business at this hotel. Never in my years of staying at best westerns or any hotel have they ever done that. This is the worst hotel to ever stay at. Truly unbelievable how they treat their customers. And if you or your loved one have a disability don’t think about staying here. They might do the same thing to you as they did to me.
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November 2023 by Bre Cash
If you want your security deposit taken for bogus reasons, book here. They’ll make up anything. Make sure to report ANY discrepancies you see in the room to the front desk upon check-in/arrival because if not, they’ll blame you for it. The whole hotel smells and if you don’t report your room having a foul smell they’ll take your deposit and blame you for the smell even though the hotel is just clearly old/run down. The cleaning people don’t clean like they’re supposed to and don’t even bother to go to the manager about anything! They don’t care to help with any concerns or problems you may have concerning your hotel stay at all and are just money hungry/greedy. I’ve never been to an establishment where they just flat out don’t care about their customers AT ALL. No matter what you say or how respectful/calm you are. There’s no compromise with anything. We needed new sheets during our stay and they couldn’t even do that because only certain ppl have access to the laundry room apparently. How are you a hotel but can’t cater to your customers or accommodate anything? This hotel sucks. I would give this hotel a rating of 0 if it were an option. This hotel should be nonexistent because all they can offer is a dirty, smelly bed with employees/managers that have no souls and subpar breakfast that can feed about 5 ppl. Smh. Might as well not even offer breakfast. Thanks for a horrible horrible stay. Will never in my life book here again with these thieves. Oh I forgot. Our bathroom toilet flooded the bathroom. We asked for a new room and the lady at the front desk asked to see proof? Just book another room it’s not that hard smh. We had to go back to our room to take pics and she acted like she couldn’t see the water and soggy toilet paper on the floor. She just gave us a hard time for no reason. We just wanted another room that wasn’t flooded. It shouldn’t be that hard to be hospitable especially if you work at a hotel……. These people are disgusting. There’s more to say about our stay and how we were treated but I’ll just stop here. This post is already long enough and I don’t want to waste anymore time or energy on this disgusting hotel.Rooms: Rooms were stinky. Carpet dirty. Sheets dirty. Toilet stops up and floods.
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November 2023 by Jonathan D.
Booked this hotel for a friend by mistake because the name was very similar to another Best Western Plus property in the area. I called immediately afterwards and the hotel would NOT provide me with a full refund stating that they would not make an exception to their cancellation policy. I was specifically trying to avoid this property due to the bad reviews. Stay away from this greedy property.
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October 2023 by Coolie
Very unsanitary building and guest room, upon stepping off the elevator, you are greeted by a strong fowl odor, room was clean overall except for stained sheets which appeared to have been previously used, and mold around the bath tub.
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September 2023 by Ashley Johnson
This is going to be a long post. Apologies beforehand. TLDR: there were cockroaches and defiled toilet paper in our rooms and they refused to refund us and denied our claims despite photographic evidence.My husband and I had visited in January for a getaway weekend for our anniversary. Our original stay was fantastic. So much so that my husband was eager to return as a "just because" getaway. This happened several months ago at the end of July. The room was seemingly fine until close to midnight. My husband found a MASSIVE cockroach in our room. It ran and hid in the little closet and went UNDER THE FLOOR. We were disgusted and very concerned to say the least. My husband caught the thing and brought it up to the front desk. We were given another room. at 2 or 3 in the morning my husband tells me that the toilet paper was sopping wet and looked like someone had dug their fingers into it. I got up to look at it myself and had to hold down my dinner. We gathered up our things and left after, once again, alerting the front desk. They did nothing or didn't understand what we were saying and gave us a card with their number on it.My husband called them a few days later wanting to speak to the manager. He was given the option to leave a voicemail since the manager wouldn't be in until Monday. When he tried, the mailbox was full and he wasn't able to leave a message. So he called back on Monday and the manager told him to go through their guest services thing and they couldn't help him. So he called their guest services, made a ticket, and then called back several days later to follow up. The manager still refused to help him out. Despite the fact that we had photographic evidence of everything we experienced, the manager was straight up DENYING that our issues ever happened. "It wasn't a cockroach. we spray for those." They kept blatantly refusing to refund our money and kept trying to give us "points" or "rebook our stay" as if we would ever want to return after this whole debacle. It's been several months and we still have not heard anything from guest services OR the manager.Very disappointed and highly disgusted with whole experience. Not just with the rooms, but with the customer service as well.
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September 2023 by Ashley J.
This is going to be a long post. Apologies beforehand. TLDR: there were cockroaches and defiled toilet paper in our rooms and they refused to refund us and denied our claims despite photographic evidence. My husband and I had visited in January for a getaway weekend for our anniversary. Our original stay was fantastic. So much so that my husband was eager to return as a "just because" getaway. This happened several months ago at the end of July. The room was seemingly fine until close to midnight. My husband found a MASSIVE cockroach in our room. It ran and hid in the little closet and went UNDER THE FLOOR. We were disgusted and very concerned to say the least. My husband caught the thing and brought it up to the front desk. We were given another room. at 2 or 3 in the morning my husband tells me that the toilet paper was sopping wet and looked like someone had dug their fingers into it. I got up to look at it myself and had to hold down my dinner. We gathered up our things and left after, once again, alerting the front desk. They did nothing or didn't understand what we were saying and gave us a card with their number on it. My husband called them a few days later wanting to speak to the manager. He was given the option to leave a voicemail since the manager wouldn't be in until Monday. When he tried, the mailbox was full and he wasn't able to leave a message. So he called back on Monday and the manager told him to go through their guest services thing and they couldn't help him. So he called their guest services, made a ticket, and then called back several days later to follow up. The manager still refused to help him out. Despite the fact that we had photographic evidence of everything we experienced, the manager was straight up DENYING that our issues ever happened. "It wasn't a cockroach. we spray for those." They kept blatantly refusing to refund our money and kept trying to give us "points" or "rebook our stay" as if we would ever want to return after this whole debacle. It's been several months and we still have not heard anything from guest services OR the manager. Very disappointed and highly disgusted with whole experience. Not just with the rooms, but with the customer service as well.
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September 2023 by M J
**I wanted to add that the responses are clearly not from a person or if it is from a person, it's not from a sincere place. No, you are not going to reach out to me. Stop tricking, deceiving and trapping people to stay in your hotel. Be concrete about your prices and just simply do better. I rather you not respond at all then to respond with a robot.**DEPOSIT WAS WAY TOO MUCH!! My initial plans were to go to OK for the Labor Day weekend, but my car totaled a week before going to my destination. To still have a Labor Day vacation, I chose this spot for me and my family. I went directly to the Best Western website and called this location multiple times and not one time did it say on the website, nor was it told to me when I called that there will be a $100 deposit on top of the fee for the rooms reserved. Sadly, deciding to go somewhere else meant that I would lose $80 for not cancelling the day before. Then we we were told for every hour past 11am, it was a $25 fee. Never in history of ever staying in a hotel, I had to pay for staying the courtesy one hour later. The deposit was very upsetting as this cut into the money I wanted to use on my trip. The staff were nice and willing to help when needed, except during breakfast. I went down for breakfast an hour after it started and there weren’t many people, so I thought that was good, and although there were supposed to be a variety of muffins, they only had five muffins and they were chocolate, not the variety as I was told. They had apples that were either rotten, cut open already, or dented. I wasn’t too picky about the apples, but when I asked if they would put out more or if they had other kinds of muffins, I was told no. The mixture for the waffle battered tasted like it had cracked eggshells in them, and the sausage patties looked like they were swimming in dirty water. I specifically chose this place for breakfast, and it was only sub-par. The sheets were stained, dented refrigerators that came out of place when you opened the door. The drawers were falling out with stains on the walls and the air conditioning was so horrible. It never made our room cool, even being on 67 degrees. Walking into the elevators was like walking into a sauna. The pools were okay, not the cleanest, but we were able to swim in them, but we left sooner than we liked since men in their rooms kept coming to the windows staring and made the experience unpleasant and uncomfortable. They didn’t have room towels available, was giving pool towels and then was promised real towels, but was never delivered. Although the staff was very nice, but it wasn’t the experience I was looking for. There were other locations in the area with cheaper deposits. My only reason really for staying was for the free breakfast and pool and both experiences could have been better.Rooms: The beds were clean, but everything else was in need of an upgrade. Even the remote control to the TV.Nearby activities: There are a lot of restaurants nearby.Safety: Had two to three men, just staring out the window watching us (me and two other women) swimming. It became so uncomfortable that we just left the pool and didn't return.Noteworthy details: Please call regarding the deposits and amenities, because making arrangements online does not specify a $100 deposit ON TOP of your regular charge for staying.
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September 2023 by Nahom Woldemariam
Location is very good right in the heart of Addison and room is clean. However, they charge $50 for every 30 mins of extra time and they aren’t clear about this during check in process. When I asked for extra time, receptionist said $15 not $50 for every 30 minutes. They charged $100 for 40 minutes. Receptionist was banging on the door even after I agreed to pay for the extra time. Communicated this issue with the manager, BhuMika Patel, and she wasn’t willing to listen & outright rejected everything. Overall, be careful with the check out process. They will find a way to take the security deposit.
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August 2023 by Mike Y.
wow what a dump this place turned out to be. I traveled to many best westerns and had a great experience. but this one was the worst and many cases worst hotel I stated in by no choice at the time. Dirty floors had roaches in my bathroom, worried about the free breakfast if roaches got into that was well. phone in the room was not working if someone needed help. just a dirty place. do not go there, you been warned.
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July 2023 by Chelly Ullman
We have stayed at this location three times now in the last two years. We always book the jacuzzi room. The first two times went very well. The room was fairly clean, the tub and a/c worked well. Last night we stayed in room 104. The mildew smell was strong as soon as we walked in. We requested a different room, but they were sold out. I needed to use my inhaler because of it. I'm glad I had it along...it's passed the time of year I need it. Overall, the room needed an update. The paint job was sloppy, the edges need a good cleaning, the tub needs resealed. The water only ran super-hot or hot. We could not get the cold water to work. The tub was way too hot to enjoy until we let it cool. The smoke alarm went off at 11:20pm just as we were falling asleep. Then again at 1:20am. We went to the front desk, and they just removed the system. Not so funny thing is my husband and I were enjoying a night away from home after dealing with whooping cough for a month straight. We were looking forward to a full night of sleep uninterrupted. While we enjoyed our time away the tub was a letdown. The smoke alarm was a letdown. It was not worth what we spent on it. Now we feel like we should find another hotel for when we can sneak away. As parents to five children, it doesn't happen often, and we don't want to take another chance on this location.
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July 2023 by Brian Barton
Currently staying here. I normally stay at Holiday in express but I’m not the one that booked the room this time. The room smells. The A/C didn’t cool the room. I left the bathroom door shut all night and the bathroom smelled like weed when I opened it the next morning. There’s 2 adults and 2 children in my room but only 2 towels were provided. The breakfast was very basic. Stay at the Holiday Inn Express across the road for less money.Nearby activities: Stay at the Holiday Inn Express
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July 2023 by Rhiannon Harber
Wonderful experience! This place had a delicious breakfast, cheap, clean room, vending machines, easy check-in and check-out, and a large smart tv. I got the king-size bed. Additionally, I couldn’t hear any commotion outside of the room.
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July 2023 by Nicklaus
Didn't use to have a deposit if you paid threw their app now they do ?**UpdateSo I received a reply from "management" i say ("management") b/c its obviously a automatically generated response b/c if you actually read my review my issue wasn't with the "facilities" being up to standards... Its with the new deposit requirement even if paying threw the app oh and FYI there's no heads up that they changed that when you pay threw the app as well ?
