Best Western Downtown Phoenix

Business reply on Google

Dear Michelle, Thank you for taking the time to leave a review about your recent experience at the Best Western in Downtown Phoenix. We appreciate all feedback, as it allows us to make improvements in our operations for future guests. We are sorry to hear that your check-in experience prevented you from enjoying your stay to the fullest. As our front desk agent mentioned at the time, we experienced a backend issue with our management system, which unfortunately took us some time to correct. As a thank you for your patience and the inconvenience, your parking charges were waived. After reviewing your reservation, it was originally booked in a double queen, and we had recieved your request to swap to a standard king room. We do our best to accommodate all requests, but due to limited availability during the week of your stay, we were unable to swap you into your preferred room for your entire stay. Thank you for your comments relating to our front desk and housekeeping operations. We will be addressing them with our corresponding supervisors, but if you would like to have those linens changed or would like to request any additional housekeeping services, please give us a call at the

Business reply on Google

Dear John Lopez, Thank you for taking the time to leave a review about your most recent stay. We appreciate all feedback, as it allows us to improve our operations for future guests. We are sorry to hear there may have been some issues that prevented you from enjoying your stay to the fullest. We strive to ensure all of our guests are informed about all of our policies. That is why you can find our parking charges on all of our booking outlets, included in the confirmation email, and also listed on the registration form you sign at check-in. On behalf of the property, I apologize, and we hope to see you again so we have another chance to provide you with excellent service. Have a great rest of your day. Best Regards, Hotel Management

Business reply on Google

Hi Ayedh, We appreciate your feedback. I am sorry to hear that you were unhappy with your experience at our hotel property. It seems that there is a misunderstanding of our hotel property policies. Upon further investigation, I was unable to find a reservation under your name, however being familiar with the incident that you are describing, I'd like to provide clarity on these incidents. Regarding the room type change; Your brother's original reservation was booked for one bed only via a third-party booking website. Please note that at our hotel property, we are unable to alter any third-party reservations due to contractual agreements with these booking agencies. If your reservation was booked and prepaid via a site that was not BestWestern.com, then the hotel property agents are instructed to redirect you to the booking site used for any reservation changes, including adjustments to dates, room types, and rates. Making these changes without the third-party approval is a violation of policies at our hotel property. Regarding your item in room; After reviewing camera footage per your request, it appears that you returned to the hotel property one hour after turning in a guest key.

Business reply on Google

Hi Chiwoo, Thank you for taking the time to provide feedback of your recent stay at Best Western Downtown Phoenix. On behalf of our entire team, I would like to apologize for your experience at our hotel property, and I’d like to assure you that we have reviewed this incident with all involved to ensure that this does not happen in the future. Guest safety is our top priority! Because we did not exceed your expectations during the check-in process, we have refunded your Early Check-In Fee. Your satisfaction is important to us and we will be using the feedback you gave us to implement improvements to offer a better experience for guests in the future. After reviewing your reservation, I can confirm that it was created and prepaid through a third-party site, which does not allow us to make any adjustments to your reservation or billing. Additionally, I see that you departed the afternoon/evening prior to your departure date; As your departure was past our hotel’s check-out time, and past the check-in time, this night’s room and tax rate will still apply. Please note that the only items charged for your reservation are the room rent and tax that you prepaid upon booking. If you have a

Business reply on Google

Hello, We appreciate you taking the time to provide feedback of your visit. At Best Western Downtown Phoenix we do our best to ensure that this information is provided to guests by making this information available to the public on our official website, as well as in the booking confirmation letter that is emailed to guests, and on the registration form that is signed upon check-in. Thank you for being a Best Western Rewards Member; We hope that you will continue to choose Best Western for your future stays.

Business reply on Google

Dear Ruby, Thank you for taking the time to leave a review about your most recent stay. We appreciate all feedback as it gives us an opportunity to improve our operations for our future guests. We apologize that our housekeeping procedures did not meet your standards. While we do provide daily trash, towel, and bed service daily, the full room cleans are every three days. We would also like to further apologize for the Wifi issues, we are still working on solving this issue so we thank you for your understanding. We do hope you decided to stay with us again so we have another opportunity to provide you with excellent service. Have a great rest of your day. Best Regards, Hotel Management

Business reply on Google

Dear Josh, Thank you for taking the time to leave a review about your most recent stay. We appreciate all feedback as it gives us an opportunity to improve our operations for our future guests. We would like to apologize if our parking charges caused any inconvenience. Authorizations and charges take anywhere from 5 - 10 business days to clear. Rest assure, your final charges came to the number you mentioned so you should see those extra authorizations fall off soon. If you have any further questions, I would encourage you to give us a call at (602) 452-2020. We do hope to see you again so we have another opportunity to provide you with excellent service. Have a great rest of your day. Best Regards, Hotel Management

Business reply on Google

Thank you for taking the time to provide feedback of your recent stay. I sincerely apologize for your recent experience at our property, and I hope that your previous visits have better reflected the guest service and room quality that we work so hard to provide. I'd like to thank you for bringing this issue to our attention, although I am very sorry that we did not appropriately handle the situation in the moment. We have since implemented additional training to our front desk staff so that we can ensure an appropriate reaction to such items. I'd like to take this time to also assure you that this is not a common theme here at our property and we are doing all in our power to prevent this from happening again. On behalf of our entire team, I would like to apologize for not exceeding your expectations. Your satisfaction is important to us and we will be using the feedback provided to ensure we offer a better experience for guests in the future. Because we value your business, we strongly encourage you to contact our property directly at 602-452-2020, so that we can help make this right. I hope that you will consider staying with us again so that we can have another chance to provid

Business reply on Google

Thank you for sharing feedback regarding your stay, Zachery. I sincerely apologize for your experience and encourage you to contact our property directly to review; We would love the opportunity to make things right and to hear about your stay, or any suggestions for improvement that you might have. We hope that you will give us another chance to provide you with superior service the next time you are in Downtown Phoenix!

Business reply on Google

Thank you for the comments regarding your recent stay with us. We are sorry that we were unable to meet your expectations during your stay. Guest satisfaction is something we strive for every day and your feedback is very much appreciated. Please know we use all feedback, both positive and constructive when reviewing the services and accommodations we provide to our guests. If we can be of further assistance, please don't hesitate to let us know.

Business reply on Google

Thank you for the comments regarding your recent stay with us. We are sorry that we were unable to meet your expectations during your stay. Guest satisfaction is something we strive for every day and your feedback is very much appreciated. Please know we use all feedback, both positive and constructive, when reviewing the services and accommodations we provide to our guests. If we can be of further assistance, please don't hesitate to let us know.

Business reply on Google

Thank you for completing the survey regarding your recent stay at our property. On behalf of our entire team, I would like to apologize for not exceeding your expectations. I am sorry that the breakfast was not enjoyable. Breakfast really helps set the tone for a hotel stay and I would like to apologize that the breakfast was overcooked while you were here with us. Your satisfaction is important to us and we will be using the feedback you gave us to implement improvements to ensure we offer a better experience for guests in the future, especially with our breakfast. I hope that you will consider staying with us again so that we can have another chance to provide you with a superior experience. If I can provide any assistance, please don't hesitate to contact me directly at 602-452-2020. Sincerely, Martin Moreno General Manager Best Western Downtown Phoenix

Business reply on Google

Thank you for taking the time to leave us a review. Your feedback is important to us in order for us to provide exceptional customer service. In regards to your feedback, our daily parking fee is located on our website, as well as many 3rd party booking sites such as Expedia and Priceline. The front desk is required to inform all guests of this fee because they have to register your vehicle on our registration form as well as provide a parking permit to guests with vehicles. Each guest has to sign this form agreeing to the parking fee, pet free policy, non smoking policy, and the early check in fee. If you have any further questions please feel free to contact the hotel at 602-452-2020. -Management

Business reply on Google

Hi Guillermo, Thank you for taking the time to share your recent experience at our hotel. We value all feedback, and I would like to address some of the concerns you raised in your review. We did have rooms ready at the check in time but not near each other so we placed you and your guest in the rooms that we had available. It was the request at arrival for specific rooms that would have caused a delay to your check in and I do apologize if there was a miscommunication with that. When a guest has more than one booking we try our best to have them near each other even when not requested but unfortunately based on our occupancy we could not accommodate that on the date and time of your arrival. I would also like to clarify our hotel's check-out policy. Our standard check-out time is at 11:00 a.m. We understand that there may be occasions where guests may need a bit more time, and we usually try to accommodate such requests when possible. However, in your case, it appears that you checked out considerably later than the designated check-out time. Although I do apologize if the manner in which our staff member communicated the urgency of your departure came across as aggressive. It is

Business reply on Google

We appreciate you for taking time to leave a review about your stay Arianna. We understand your frustration with our property and we are glad that you are willing to let us know so that we can make corrective actions. we have reached out to you so that we can speak directly about this, please call us back at your earliest convenience, thank you.

Business reply on Google

We appreciate you sharing your experience with us Lili. We apologize about the lack of communication with our staff and that we did not make it to clean your room when you had requested. This is very crucial that we meet guest requests and I will be sharing your comments with all the staff so that we can come together to prevent this from happening again in the future. Again we apologize for the mishap.

Business reply on Google

Thank you for your feedback Robert. I don't show a reservation here for you at our property. Was it booked under another name? I would like to see why we wouldn't allow you to cancel. We do have a 24 hour cancellation policy and if booked through a third party that may also have different rules. I apologize for the inconveniences this has caused for you.

Business reply on Google

I would like to apologize about your experience here at our hotel. We so understand your frustration with the noise and apologize as we how important it is to our guests to have a comfortable quiet place to relax.