Most of you probably remember when we were homeless during the ice storm and ended up staying in the worst Best Western in the history of hotels (it's the one in the south part of Lansing in case you want to know where not to stay). After our experience there we were told that the hotel would refund $25 a day because of the no-water-rude-staff-no-cleaning-the-room horrible experience that we had. We've actually been told multiple times that the $25 a day has been refunded, pretty much since the day we left. So far it has not happened (and it has now been over a month). And both corporate and the hotel itself have been contacted and just keep saying that it will come through.
At least that's what they were saying. Then they changed their story and denied that we'd stayed for six nights and offered $100 (which they said they'd put through, but which, like the $125 they promised weeks ago still hasn't come through). Now they're saying they will refund $25 for the entire week because we "only had one room" and they're claiming that's all they can do with one room.
I wish we could have left earlier than we did. I really do. But after going to five motels and being turned away because much of Lansing was looking for a place to stay during the storm we were kind of trapped.
And what does Best Western Corporate have to say about this? Well, after talking to them over and over again and after having been assured that a refund was coming they have "washed their hands" of us. So if you stay at a Best Western and have a horrible experience don't expect Best Western to stand behind their name or be at all helpful.
I really didn't want to blog about this. But when we were there I took a video with Sadie, who oh so wanted to be in the frame, to document our experience there and since nothing else has worked I am sharing it here.
It's something to consider if your thinking of staying in a Best Western because apparently they don't guarantee that you won't be treated horribly at their franchise and if you are they might not do anything at all to help. Here's what our seven days in the Best Western in South Lansing, Michigan were like:
Edited to add: Best Western Corporate has now seen this video and stated that they are "standing behind" the decision not to give us even a $25 a night refund. Wow. That is incredibly horrible customer service, especially since they'd already promised us $25 a night.
And a second edit to add in response to the comment that appeared yesterday that I won't be publishing: By day five most of Lansing still had power. The hotel was mostly empty. We were one of the few people left. People who are likely Best Western staff suggesting it's because they were over run at this point won't be published because it simply wasn't true. Sorry. And yes to answer the question asked, I did try to keep the room clean but five people, one a special needs child in a room without any sort of cleaning equipment a room becomes unbearable very quickly. Blaming the victim of your hotel's mismanagement for the horrendous experience?
One more edit: Best Western just contacted us and says they will be refunding $25 a night, the original agreed upon amount! I will update if the payment clears through (since the hotel itself was promising this for over a month!)!