Best Western Dry Creek Inn - Villa Toscana & Casa Siena

We were there because our father had gone missing and was found dead in his car near town. His death was unexpected because he was young. We had to work with the funeral home, tow company, and animal shelter about his dog. With funeral and travel expenses piling up, and the tow company asking for almost $800, money was already tight. After an 11.5 hour drive, we arrived around 10 pm. There were three of us and three dogs, so I had booked two rooms since the site said two dogs per room. At the desk, the woman said only one room was booked and asked if it might be under a different name. I gave my sister's name, but she looked through the papers on the desk and said she had nothing. I explained why we needed two rooms, and she said they didn't care about three dogs in one room. We all took the one room and went to bed, exhausted both physically and emotionally and desperate to sleep. I contacted Expedia to check that I wouldn't be charged for the other room we hadn't received. Expedia was understanding, but the hotel wasn't. They said I hadn't given them my sister's name and told us we could come downstairs for the keys, but they wouldn't approve a full refund. Expedia and I both tried to sort it out, and I spoke to management the next morning. They called it a he said/she said situation and said the cameras couldn't verify what was said because they didn't record audio. They did agree to take half off the room rate, but not the full amount. On top of that, nobody had even told me where to find the room.

My reservation is for a month from now, and I haven't stayed at the property yet. So far, though, they've ignored the rates shown on their website and charged my card too much, then told me the transaction can't be refunded. This isn't a good start. Marriott and Hilton have never treated me like this. I'll update if they fix it, or if they don't.

It's Wine Country, so of course we slept in, but the housekeeper was trying to force her way into our room while we were still asleep. It was barely 10 a.m., well before checkout. I've never stayed somewhere that doesn't coordinate with the front desk to check who has left, or at least make a courtesy call. I don't understand why this happened. I called the front desk and they only said they'd talk to her. I definitely won't return.

We're usually Best Western Plus customers, and Dry Creek BW pleasantly surprised us. It came as close to a BW Plus as you could hope for, with a really nice, clean room. The front desk reps were pleasant and very helpful. We highly recommend staying at this BW.