Best Western Phoenix Goodyear Inn

I picked this BW because it was across from the surgery center where I needed to be at 6 a.m., and because pets were allowed. With taxes and pet fees, one night cost more than $200. The room itself wasn’t clean: there was hair in the bathroom sink, and the shower faucet handle was missing. I had to shoulder the entry door open every time, and the sliding door to the pet area wouldn’t open, so I had to walk my pet around the building. The walkways were disgustingly dirty. Best Western Hotels should be ashamed to let this hotel use their name.

My colleague and I spent one night here for nearby work, and the stay fell well below basic expectations. The place looked run down and wasn’t very clean. Most concerning, there was no working hot water. When I called the front desk in the morning, I was told to let it run for 5-10 minutes and it would become normal, though not hot. That wasn’t mentioned at check-in, and at $130 a night, working hot water seems like a reasonable expectation. At checkout I raised it again with V, the polite attendant, who said maintenance was on the way. The manager, Abi, wasn’t there, so I was given a phone number. Over the next two weeks I left multiple messages with V and Hannah, and sent Abi direct messages and email. I never heard back. I finally asked Best Western corporate for help, and only then was the manager reachable. He denied all the problems, ignored my written messages, and claimed staff had not reported them, though I had told those same staff members several times. He showed no willingness to address the concerns. The hotel’s condition and lack of accountability made for an uncomfortable, unprofessional stay. I also saw a cleaning staff member crying in the hallway after what sounded like mistreatment, which was troubling. We won’t return. I hope management takes responsibility and improves conditions for guests and staff.

The room smelled awful, and the shower barely worked. The breakfast was a joke, too. My company had the dates wrong while our belongings were still in the room, and instead of calling us, the hotel staff put everything in a trash bag, including toiletries, drinks, food, and computers. The employees were horrible. They shouldn’t call themselves a Best Western Plus. I definitely wouldn’t stay here.

The beds were comfortable, but the mattress had holes along the side. The room itself was old and poorly kept, with a hole in the bathroom door and cracks on the toilet lid and around the door. The refrigerator and heater/AC unit were loud, and the walls were so thin we could hear the neighbors. The neighborhood noise kept going until 4 a.m. Breakfast was just okay. The eggs weren’t hot, the bacon wasn’t fully cooked, and they kept running out of things. We had to ask the front desk for plates and silverware, and the juice machine didn’t work. At over $100 a night, it was pricey for that quality.