Best Western Plus Wine Country Inn & Suites

The staff were friendly and accommodating, and I'd stay here again. Rooms were updated in 2019, I believe, though they still look a little dated. They're clean and comfortable. The TV only has Dish Network, and the channel choices were limited.

I needed a room near the hospital after a serious accident, and at first the atmosphere felt warm and friendly. The staff were accommodating, and *Weston* was approachable and easygoing, which I appreciated. The woman who checked me in was also kind and helped find a room that worked for my injuries. Things went badly later. My reservation was approved for five days, then disappeared from the app after Shauna took my card information. I called corporate, and they said it wasn't a computer issue on their end. The hotel said its computer had broken down. I had approved another week and another thousand dollars, but nobody called or texted to confirm the dates or tell me what was happening. The dates kept changing. At one point a man knocked without warning on Wednesday to hand me keys. When I asked if my dates were confirmed, he didn't know. My hospital stay had already been extended, but nobody told me the keys needed updating. After I booked another week because I lost my weekend rates, the keys still didn't work. I tried twice and made three trips up and down the stairs, nearly missing a doctor's appointment to get my cast removed. I asked if someone could put my groceries inside since I couldn't get in, but the man at the counter said I wasn't a good fit and threatened to cancel my reservation. He gave no reason and made accusations that hadn't happened. I didn't need to ask for help in the first place if they'd let me into my room. I left a week's worth of groceries outside, and they went bad. For two days after the keys stopped working, the customer service felt callous and malicious. They blamed me rather than helping. Todd Anderson’s son had said I could ask for help carrying a tray to my room, so a simple no would have been enough. I felt I was treated with prejudice and discrimination.

This used to be my go-to spot in Sonoma County, but I'm frustrated. I sent an Amazon package to a coworker who was staying there before I arrived. Amazon showed it had been signed for at reception, but the hotel said it hadn't arrived. Two days later, Best Western called my coworker to say they'd found it. The delay messed up our work schedule. The worst part was that each time we asked the front desk, they wouldn't take even 30 seconds to check whether guest mail had come in, even though the package was there the whole time. Sad.

A roomy king bedroom at a great price. The lighting was good, the bed comfortable, the shower hot, and the towels thick.