Best Western Governors Inn & Suites

Before leaving, check your final bill carefully. I found a $100 charge for “missing towels” at checkout, though I hadn’t taken any, and management refused both a refund and proof that anything was missing. The manager wouldn’t have a productive conversation with me, which was especially frustrating given my own customer service background. Acknowledge the guest’s account and try to resolve a questionable charge, especially without evidence, instead of getting defensive. It’s disappointing to see a business risk customers’ trust for a short-term gain. I plan to dispute the charge with my credit card company and report the incident to consumer protection agencies.

We ended up moving rooms after the jacuzzi jets sprayed water everywhere and wouldn’t switch off, soaking the carpet. Another hotel employee tried the switch too, and it still wouldn’t stop. The manager first blamed us for not filling the tub enough, though it was nearly full, then said we should have turned the jets off. We’d used the tub as intended, and I’m concerned other guests could run into the same problem. He said he’d charge us for damage and move us, so I explained what happened again and asked for written instructions or records of when the tub had last been tested. We were given a new key to a room without a jacuzzi at no extra cost. The next morning I called corporate support. They contacted the hotel, which then “decided” not to charge us, while still insisting it was our fault. I have videos showing the jets wouldn’t turn off in case they dispute this review. The room itself was okay, nothing fancy, and the jacuzzi looked worn. Worse, the beds had no mattress protectors and the mattresses looked disgusting. I hate leaving a bad review, but I hope this helps someone else avoid the same trouble.

We’ve stayed here three times now. The rooms are nice, and breakfast is wonderful, with lots of fresh food.

We had a really nice stay. DG took our reservation and gave us directions, and she was friendly both over the phone and in person. She made us feel welcome.