Best Western Plus Caldwell Inn & Suites

The family room with four king beds gave everyone plenty of space, and the beds were really comfortable. Breakfast had a good range of options for a Best Western. The renovations look great so far, enough that I thought the hotel was newer. I was told the bathrooms in the rooms are next on the list. For an older hotel, the rooms are well cared for, though another bathroom or extra amenities in the other part of the room would be nice. I'd stay again if I needed to.

Most of the room looked renovated, but the bathroom still needs a deep clean. It seemed fine on the surface, while the tub jets were disgusting. The beds were clean and comfortable.

After many stays here for weekly work trips without any trouble, I won't be returning. I've also read other reviews describing similar treatment from management, and I've told my company what happened. No driver from my company will stay here either. The room reservation was entered for the wrong date after I called the day before my planned stay. I clearly said I needed it for the following day, and the man at the desk, who I later learned was the General Manager, told me it was all set. The next day, before I'd arrived, an email asking me to rate my stay tipped me off that the date was wrong. I called right away and spoke with Anna. She confirmed the man was their GM. She also said calls are recorded, so I thought the issue could be settled by checking the recording. Anna said she'd investigate and call back. When she did, she was defensive and said the GM “swore up and down” that I'd asked for the wrong date. I calmly said I knew when I needed the room and asked them to review the call. She refused to release it or check it, and said I'd be charged for a no-call/no-show. They also charged my personal debit card without my knowledge or permission instead of the company card I had on file, which I always use. Anna said they couldn't charge the company card, probably because they lacked my signature, but they had no problem charging the other card without asking. I said I'd dispute the charge because I hadn't authorized it and their staff had entered the wrong date. Anna blamed me, became rude, said I wasn't welcome at the hotel anymore, and hung up. The GM later emailed: “Thank you for sharing your opinion. I am sorry that you booked for the wrong date. Please note that you are not allowed at our property anymore, so there is no concern with this happening again.” Management's response was astonishingly unprofessional. Instead of acknowledging a mistake that their recording could have cleared up, they blamed me, handled the billing this way, and banned me for questioning an unauthorized charge. This whole situation was embarrassing and completely avoidable.

Val, you made choosing this hotel feel easy. I got you on the phone when I called to book, and your humor, upbeat energy, and real willingness to help put us at ease right away. Thanks for all of it and for the laughs. I hope we get to see you again, and that you get the raise you deserve!