Best Western Sweetgrass Inn

I am a BW Rewards Member & have stayed at many of BW hotels for years, however this has to be one of the MOST DISGUSTING BW Locations to date. We checked in 5/28/26. Upon arrival we noticed The room had Sewer Flies & Knats actively flying around where the ceiling meets the walls. The sewer Flies were on the clean towels and all over the shower. Notified the front desk & they offered to put us in another room. Upon walking into the 2nd room there was a dead roach on the desk & 2 others that scurried plus many Sewer Flies actively flying up where the ceiling meets the wall. I took a few pics, but unable to capture the scurrying bugs . It was very late so Went back to original room to find small roaches climbing the wall near the shower & 1 that scurried across the bathroom counter. Even though it was 11:00 pm, We QUICKLY packed our things & found another Hotel! The hotel is dark, Dreary, run down is NOTHING like the pics. The staff was very nice & attempted to find another room, however after a few rooms with the same bug /roach situation & there is nothing the front desk staff can do about that!! That has to come from Gerald Simmons the property manager!! Sleeping with Roaches & sewer bugs is NOT ACCEPTABLE on ANY level. The process of contacting the Hotel management /Hotels.com was also horrible. Hotels.com stating the BW had denied a refund, & the Hotel Staff claiming Hotels.com never even attempted to reach out to them. It took hours & hours of continual effort to get a partial refund & now have to fight for a full refund. Very sad situation.

I chose this hotel for its location, affordability and ratings. However I was very surprised it received 4 stars. While located on a very busy road, my room was very quiet and clean, with exception of the bathroom. There was mold all around the tub and walls, which was probably attributed to poor circulation. There is no window in the bathroom for fresh air, which I understand is not management's issue but more a building planning problem. However, the bathroom fan was either broken or disconnected. The tub faucet came off in my hand, but I was able to put it back on and had no issue for the remainder of my visit as long as I was careful. The mini fridge's temperature control knob was missing as well. I found the pillows to be hard, which I guess is a personal preference, but several hotels will usually have both hard and soft pillows on the beds to choose from, in my experience. There was a tear in the carpet, which was a trip hazard, so I placed the garbage can over it. The free breakfast had both hot and cold food provided, but the attendant was always in the back room on her phone and I saw someone knock on the door and ask her to please refill the refrigerator with more boiled eggs and yogurt, as it was completely empty. I wanted to report my room issues to management for maintenance, but when I went to the reception desk, another guest was already there, filing a complaint about all the mold in their room as well. I rarely post reviews like this, but I was compelled to, with all the issues I experienced at this location. To be fair, if I could, I would give 2 1/2 stars.

Our recent stay at Best Western Charleston inn was terrible. We checked in around midnight on May 18 and checked out on May 20. Unfortunately, our experience was unacceptable, particularly given the cost of the stay and the fact that I was traveling with my wife and two young daughters. Upon entering our original room on the night of check-in, we immediately discovered a significant cockroach issue. When we turned on the lights, approximately six or seven cockroaches scattered throughout the room. I reported the issue to the front desk immediately, and we were moved to a second-floor room. Although the second room initially appeared cleaner, we still encountered additional cockroaches during our stay. In addition, housekeeping never serviced the room, despite our multi-night stay, and the extra towels we requested were never delivered. The situation worsened on the morning of May 20, when the hotel had no running water whatsoever. We were unable to flush the toilet, shower, or properly prepare for travel. This was especially difficult while traveling with young children. We had also hoped to use the pool during our stay, but there were multiple disruptive individuals in the pool area who did not appear to be hotel guests. Due to the environment and behavior around the pool, I did not feel comfortable allowing my daughters to use the facilities. I understand the front desk staff stated that the property is independently owned and could not authorize compensation directly. I have already contacted Best Western corporate and filed a formal complaint - but I wanted to give management the opportunity to resolve this matter directly. Corporate said that they will contact you directly since you are to uphold Best Western standards. Given the numerous issues we experienced — including the cockroach infestation, additional pests in the replacement room, lack of housekeeping service, failure to provide requested towels, complete water outage, and concerns regarding the pool environment — I believe a partial refund or other meaningful compensation is fully warranted. I would appreciate a prompt response and resolution.