Best Western Plus Heritage Hotel & Suites

The pool area was nice, and I have to give them credit for the hot tub. The rest felt pretty janky, though I can see renovations are underway and maybe it’ll look a lot better in a year. Service was very poor. There was never anyone at the desk, and other guests told us they had the same problem. We had to call and wait for someone to show up. The ice machine was out, and the manager didn’t seem concerned. He couldn’t fix it, didn’t want to call for help, and somehow I managed to get it working myself.

We booked because the hotel was advertised as pet friendly, but on arrival we were surprised by a $70 per night charge for our well-behaved, 35 lb. dog. The manager said nearby hotels charged about the same. When we said that was very high, we were told, “we want fewer dogs/pets staying here.” The person writing this is the companion the manager referred to. I thought the desk worker said $20, and only noticed the actual $70 charge on my receipt after paying. By the end of the stay, the pet fee was the least of our complaints. The showers were cold, and we raised it with staff several times. The last time, the manager hung up on us. Staff were never at the desk, so you had to use the communal phone to ask for someone, and the staff member who answered refused to come help with the cold shower. Other guests we spoke to while waiting for front desk service also had cold water. Our room had stains on the couch, grime on all the doors, bottle caps left on the floor by previous guests, a moldy shower curtain, and other problems. In the response, the manager twisted our words and said we’d threatened a negative review. We didn’t. We said the pet charge was really high and that we’d write an honest review so others wouldn’t be surprised by such a ludicrous fee. If we’re talking about malice, I’d call it malicious to leave guests without hot water, have moldy shower curtains and no one at the desk, then hang up when they try to report the problems a second time. The manager also only addressed our “barking dog,” which had never been mentioned before the negative review. For anyone traveling with pets, they charge a lot and told us directly they don’t want pets there. If you want even a warm shower, I’d look elsewhere.

The location worked really well for our visit to Roosevelt National Park. The pool was clean and there was a nice exercise room. The price was the best around, especially with the other “ok” hotels nearby costing about $60 or more extra per night. Great service, too.

The desk clerk was very helpful, especially with the charger. I picked this hotel for the possibility of charging my car, though the process was a bit finicky. It uses a J1772 Level 2 connector. You get a card with a QR code from the desk, and the charger has to scan it, not your phone. The scan only works at the right distance, pressing the card against the charger doesn’t work. The room was mostly clean, though the bathroom floor was a little sticky. There was decent coffee in the room. The TV has Netflix and other services, but you need your own account.