Best Western St. Louis Fairview Heights

Dayna at the front desk was especially warm and professional, and the whole team made us feel welcome. The breakfast was fresh, nicely presented, and had plenty of choices. My room was comfortable and exceptionally clean, and the hotel as a whole looked spotless. I know they're in the middle of an extensive renovation. If the work ahead matches what I saw, Best Western Fairview Heights is going to be outstanding. The service and improvements make it my first choice whenever I'm in the area.

The smell in the room was so foul and musty that I woke at 2:30 a.m. and couldn't stay. I had checked in at 9:30 p.m. for one night, and the table was dirty, with a sticky mess on the lamp. The room phone didn't work when I tried calling downstairs for another room. At checkout I asked for a price adjustment since I'd only been there five hours and missed breakfast. The night manager said he was new and didn't know how to issue a refund. He seemed poorly trained and unmotivated, and was as bad as the room. I left my number for the actual manager, Meet Patel, but never got a call. I tried the hotel nearly a dozen times during the day and nobody answered. They took my money and then ignored me. The woman who checked me in had two metal studs protruding from her mouth. Absolutely awful place. Read the other reviews and stay somewhere else.

The breakfast was awful every morning: rubbery sausage patties, mushy potatoes, and waffles, with no toast because the toaster didn't work. The coffee was full of grounds, there was only one pot, and no choice of creamer. The room itself was clean, but small, plain, and stuffy. There were no curtains, so the parking lot lights shone in all night. The hotel felt run down, the staff seemed uninterested, and the WiFi was very slow. There are five other hotels on this street, and I'd choose one of those.

Patricia and her daughter Miracle made a difficult stay more pleasant, and I appreciated that the GM, Meet, seemed sorry and wanted to help. I was given one night comped, which mattered since I had another day in town. I planned to leave a positive review about how they had taken care of me. Now, though, I can't reach anyone and still don't have my deposit back from the 4th of July weekend, more than three weeks ago. I've called every day at different times for over a week, with no answer. I spoke to one representative last week who said he was new and told me to call the next day for a manager. I truly wonder if my number has been flagged. There were other problems during the stay. The pool was closed even though we'd planned to use it. Because of my injury, I should have been on the first floor, but my room wasn't ready and I had to take one upstairs. The elevator and side door were both out of order, so getting my things in with an injured leg was harder. I was hurt by metal pieces hanging from the bed, which hadn't been assembled properly. I had to ask for bedding and make the bed myself. The comforter was missing, and after they first told me to come get it, someone finally came up. He apologized and said he didn't know how to put it on. There were also suspicious goings-on and men behaving strangely nearby, which made walking to my room uncomfortable. Best Western will never get my business again if this is how they treat customers. They are still holding my money and won't answer the phone.