Best Western DuBois Hotel

On Sunday morning, the employee I spoke with was the friendliest and very helpful about canceling that night’s reservation because of a family emergency. Saturday’s front desk was a different story. The two women there seemed more caught up in talking with a male employee than in acknowledging me, and they need some customer service training.

I’m a Diamond Select member at BW, and this was easily my worst experience with one of their properties. My past memories of BW have generally been okay, but this stay left me angry. After one night, I checked out and then found an extra $750 in penalties on my bill. The front desk said they were for “cigarettes found and wet carpet.” They claimed to have photos of “smoked cigarettes” and offered to email them. I don’t smoke at all, so I asked them to send the pictures so I could dispute the charge. A week later, I still hadn’t received any proof from the hotel. Before checking out, I’d already spoken to staff about the wet carpet. They said wet carpet and water overflow happened often in the dated rooms, and that they’d helped many guests when it occurred. They didn’t mention any possible penalty. I understood them to be saying these problems happened because of their own construction. So I was charged $750 over cigarette photos I still haven’t seen, and a wet floor issue they said many guests had experienced. How good is that?

The management and staff were phenomenal, and my room was spotless with AC that worked great. There are plenty of good local restaurants and grocery stores nearby. The closest gym was only a five-minute drive away.

We came for Grounhog Day, and the front desk service from AK was truly exceptional. The staff were attentive and so helpful, even extending breakfast hours for everyone attending the celebration. AK was especially accommodating.