Best Western Sawmill Inn

The floors and bathroom were filthy, and the room didn’t feel clean. It made for a terrible stay. I booked one night through Super.com, but Best Western Sawmill Inn said they needed my card details from the booking site. Super.com hadn’t passed them along, so I had to pay the hotel again. As I understand it, the hotel also got paid by Super.com, leaving me charged twice. I feel both Super.com and Best Western Sawmill Inn stiffed me. Be careful booking through them.

Breakfast was complimentary and actually pretty good, a welcome bright spot after a rough night. We only stayed because we urgently needed somewhere to sleep, though, and I wouldn’t recommend the hotel. The place felt dark and damp, with dirty floors that made us keep our shoes on. The shower curtain was yellowed, like it had once been white. Prices were at Best Western level, but the room looked and felt more like a run-down Motel 6. To top it off, the owner tried to charge us a cleaning fee over a smoke smell that was there when we arrived.

We ended up driving back to Phoenix with nowhere to stay, even though we’d planned ahead. Heber has very few lodging options, so the front desk’s lack of help or alternatives left our group stranded. I think the hotel overbooked for Labor Day weekend and decided to cancel because I’d booked through a third-party site. Guests shouldn’t lose a confirmed room for using Booking.com, especially minutes after check-in starts. Travelers should be aware of how this property handles reservations. I had a confirmed Booking.com reservation with “Pay at Property” for the holiday weekend. Check-in started at 3:00 PM, but at 3:24 PM I got a cancellation notice citing “non-payment.” When I called, they said the room had already been given away. We were on our way to check in. The way we were brushed off was unacceptable and reflects poorly on the Best Western brand.

We’d stayed here for years, but it’s gotten worse every time. We’re done, they’ve had our last dollar. Service was horrendous: our room wasn’t cleaned during the three days we were there, and by 8 a.m. the hot breakfast food was gone with nobody refilling it. I was charged an extra $52.07 on my card, supposedly for an upgrade to two queen beds. I’d also paid the front desk person $90 in cash. I’m owed that $90 back, and the woman I paid should be fired for theft. This hotel doesn’t know what service means.