Best Western Plus Brookside Inn

My AC wasn't working, so I called the front desk. They responded quickly, knew what they were doing, and were respectful. Within seconds, they had the AC running again.

It was easy to check in on a weekday, and I liked the colors inside and outside. The room was clean, the bed and pillows were firm, breakfast had a great selection, and shops and food were within walking distance. The hallway smelled bad, and the carpet in both the hall and bedroom put me off. I also saw how easily someone could enter the lounge from outside without checking in at the front desk. A staff member hugged a couple who seemed not to be hotel guests, and they were able to eat breakfast. That employee asked for my room number but didn't ask theirs, which I found appalling. I'm skeptical about the hotel and hope management addresses this. I travel often and pay attention to what's around me, so I'll give the same rating on the other review sites I use.

We were charged twice because the manager made a mistake, and Susan wouldn't give us a refund. Her attitude was rude, unprofessional, and no help at all. The hotel owner, Shawn, stepped in, apologized sincerely, and processed the refund. He was kind and handled it professionally. Without him, I wouldn't consider staying at Best Western again.

After staying more than three nights, I found this to be the most average hotel experience I've had. The room and the property smelled of smoke and cleaning product. The bed was comfortable, but every pillow and cover had an anti-theft device. The toilet and shower kept dripping, too. Service was neither great nor terrible, though it was hard to find anyone smiling, especially at night. The first desk person gave us a broken key and a halfhearted apology. Breakfast was lacking, and I got scolded for taking food to my room. Paper plates weren't out in view, so I had to ask for them. I can't say this was a good stay for what I paid. It's the second SJ hotel that's been like this for me. Maybe I'd have to spend more to get the treatment I expect. I'm not claiming this place buys reviews, perhaps people are only staying one night.