Best Western Plus Cascade Inn & Suites

I’ve been a loyal customer for more than 30 years, so this was a huge disappointment. After driving 300 miles through rain, rush-hour traffic, and roadwork, I arrived to find carpet being torn out and replaced along my whole floor and its hallways. Nobody had warned me. The noise was overwhelming, the old carpet debris smelled awful, and fumes from the new carpet left my throat scratchy. The next day I had severe allergy symptoms, and I couldn’t talk to my instructor without coughing and tearing up. Debris was piled in the halls, and workers rushed past me so often on my trips to the truck that I nearly ran into them several times. When I complained, the front desk suggested moving to a lower floor. We agreed that wouldn’t help with the noise, since the work would be overhead. The staff seemed unsympathetic and acted as if guests were expected to put up with it. I called customer service twice and got a claim number, but they couldn’t promise my points would be refunded if I checked out early. I was told management would contact me or customer service would pass on a response. Neither happened. I took a chance and stayed another night after hearing they’d run out of carpet, but the work could just as easily have started again the next day. Dumpsters full of years-old dirty carpet shouldn’t be kept around guests. I felt staff ignored a serious health and safety concern to keep bringing in revenue, when the area should have been closed or used only by people willing to disregard their health, safety, and peace of mind. Guests should be told about this work ahead of time, or advised to stay at a sister location before they make the trip. If the hotel is going to carry on with this kind of renovation, people should at least be warned to bring dust masks and not arrive before 6:30, then wait for the dust to settle through the stink. Stopping the knee kickers at 6:30 p.m. doesn’t make it okay to have guests endure the work during the day. I felt thoroughly bewildered and disrespected. Even a simple apology and a thank-you for being a member would have helped, maybe along with two bottles of water at check-in. Instead, the kid at the desk kept defending the work and couldn’t manage any politeness or sympathy. Completely ridiculous. Nobody should have to put up with this without warning. Weak, at best (Western).

For a cheap, no-frills place, it seems to keep its standards up. Everything felt clean and straightforward, and things worked efficiently. The pool and jacuzzi are great; the sauna is more of a novelty. Breakfast is free and decent, and Walmart Supercenter is just down the street for anything I forgot. No complaints from me, I’d stay again.

The location felt safe, with nice businesses nearby, and the rooms were clean. I also liked the atmosphere around the pool, hot tub, and sauna. Staff were accommodating, almost friendly, though there weren’t many smiles. One evening attendant at the front desk was on smoke breaks so often that it was hard to find her when I needed help.

The rooms were clean, and I was glad to find a dry sauna along with the pool and hot tub. Breakfast was the usual Best Western spread, nothing surprising or concerning. Most of the staff seemed focused on getting through work, though an evening front desk guy stood out as friendlier. One morning, a staff member went outside to smoke where everyone at breakfast could see her. My kids watched her like it was a nature documentary.