Best Western Cristata Inn

Our room was clean and really nice, with a comfortable bed, fresh sheets, and a beautiful bathroom. The front desk staff were upbeat and helpful. When the casino shuttle broke down, they reimbursed my Uber costs.

We used to stay here often, but we won't return. The Best Western app changed our reservation to the wrong date without us knowing, and we were charged a "no show" fee. When my husband called two days later to check the booking, the front desk person said the app sometimes changes dates, corrected our reservation, and suggested we contact the manager about reimbursement. My husband left the manager a message and got no call back. A few days later, we stayed the night and left another message at the desk. No one got in touch. The next morning, before leaving, we asked for the manager. She came out rude, unfriendly, and visibly annoyed. She took our contact details and said she'd talk with the other manager, who she said had been working the night of my husband's call, and have someone follow up. Nobody called or emailed. We tried calling again later and still got no response. I finally contacted the credit card company and Best Western customer service before hearing anything. Even then, we never heard directly from the manager, only through the third party. The response passed to Best Western flat-out lied, claiming they had contacted us when they hadn't. I'm disgusted by how they treat loyal customers and can't believe they'd keep our money for one night rather than contact us and discuss it. I can't believe they'd lose frequent guests over this. Never staying here again. Don't stay here.

Getting checked out was much more pleasant than checking in. I was hosting a birthday party for my sister and picked this hotel because it was convenient for the casino. Nancy at the desk was rude and said something about calling the police if they had to come to our room more than once. It felt like racial profiling. For the shuttle, only people assigned to the room are allowed on. Anyone else joining us has to pay an extra $15. That's ridiculous, and no wonder Uber gets so much business there. Will I book again? Hell no.

Jeff was rude and disrespectful, yelling threats and demanding our IDs without even introducing himself. At 1 AM in the parking lot, he came at us wearing cargo shorts, mandals, and a T-shirt that said "STAFF." That was the professionalism on display. He didn't dress like the front desk staff or security guards. We showed our room keys and said we were paying guests. Nobody had even raised their voice, but he threatened to throw us out and called the cops. I assume his job is to handle problems, not cause them. If he's still there, he can ruin your night.