Best Western Palace Inn & Suites

You get what you pay for here. The breakfast was okay, and it looks like the place was renovated recently, but the sink faucet in our room was really loose. The elevator broke after we got to the third floor, and the owner said that happens repeatedly. Having no elevator was a huge problem.

The blankets had a dirty smell, which made it seem like they don’t change them unless they look visibly dirty. We had small children with us, and being without running water was completely unacceptable. We arrived at 9 PM after a long trip, hoping to shower and rest. Staff said the water would be back by 11 PM at the latest, so we agreed to stay, but it still wasn’t on when we checked later. People before us had apparently been without water since 2 PM. I asked for a partial refund and was told a manager would call. Of course, nobody did. They also didn’t make any effort to make it up to guests. I wouldn’t stay here again.

The beds were awful, breakfast was bad, and the customer service was the worst. Staff were very disrespectful and wouldn’t let me speak with a manager or GM. I was woken up at 3 AM, and they didn’t want to take responsibility. There wasn’t hot water either. Because of the attitude from Vicky Patel and Briana at this BiG Springs Texas location, I’ll never use Best Western again.

Everything else was fine, but after the general manager called this morning, he told us we wouldn’t be staying the week we’d paid for and would have to check out tomorrow. The call was about our service animals. He asked why my boyfriend’s dog wasn’t with him, since my boyfriend was at work, and said he “knows the rules” and that the dogs had to be with their handler 24/7. He also asked if they wore vests. I explained they don’t need vests, and he replied, “ahhh okay so they’re emotional support animals NOT service animals.” He asked what they were for instead of what tasks they perform, and didn’t give me much chance to respond. If you’re traveling with service animals, I wouldn’t stay here. To the GM: before saying “I know the rules too,” do your research about what you can and can’t ask. Let people answer, and be more professional.