America's Best Inn & Suites

We stayed here on the last day of our three week, six states road trip, it was the tenth hotel on our trip. We drove from Jackson Hole to Salt Lake City to fly home to the UK the following day. The hotel was smart, modern and comfortable. Car parking was interesting, for hotel guests, a card from reception provides a space in the on-site multi-storey. Swipe to get in and swipe to get out, making sure you swipe the correct pad on the machine, particularly if there is a line of cars behind you!

What an absolute garbage pit! I had the misfortune of staying here for a night as I was traveling through and regret it terribly. It was one of the options with rooms available on the Best Western reservation site (I use them a lot when I travel for work) and afterwards, I can completely see why they had rooms available. The room was terrible. I walked in the room and it had a horrible odor, like someone died in the room a few days ago and they tried to cover it up with cheap deodorizer. The floor was dirty- not just dirt on the floor, but actually filthy- I didn't feel comfortable taking my shoes off. The smoke detector in the room had been removed with only wires dangling from the ceiling. One bed (there were two queens) looked as though it had been made after the last resident slept there but not had the sheets changed. There were discolorations on the sheets of sweat and god-knows-what. I lifted that mattress the next morning out of curiosity and found countless micro-rodent turds all over... I tried calling the front desk and nobody- I do mean nobody- answered. I tried several times and even just left the phone off the hook to ring and ring for 15+ minutes until the system disconnected my call. As it was late, and cold, and I would have to go through a locked gate to get to the main office, I, regrettably, did not go down and find someone to help. The bathroom was even worse. There were multiple holes in the walls around the base of the tub, the toilet and the door, with the worst part being that there were BUGS crawling in and out of the holes! I needed to shower, so I put the extra towels on the ground to avoid walking on it directly when I showered. Nothing else worked properly in the room- the TV remote didn't connect to the TV, so there was no way to change channels (I could turn it on and off via the button on the side of the TV). The heater worked intermittently and half-heartedly, but it sounded as thought there was gravel in the fan unit so when it went on, ungodly sounds were generated. Generally, I couldn't keep the room warm enough to be comfortable with the meager sheets they call blankets, and I sure as heck didn't want to take them off the other bed! I had to unplug the refrigerator as the motor would stall out periodically and make a sound as though someone was pounding on it with a hammer. On top of that, don't forget the open yelling and physical fight that occurred sometime around 3am in the parking lot and then extending to the walkways on the second floor! I knew that there was no point in calling the front desk as the phones wouldn't reach anyone. On checkout, I reported the problems to the desk clerk, with their response being rather, "oh, well. Sorry to hear this.". I asked for the name and contact of the manager but the clerk said he didn't know their name (REALLY??) and didn't have an email or contact for them. When I left, I put all of my belongings that I took inside in the back of my truck so that they would freeze any bugs that may have tracked me. As I got home 24 hours later, I just left everything outside until I could get them directly in the clothes washer to remove any Bed Bugs or other unfriendlies, while I fumigated my bags, my truck and everything else with insecticide. THEN- I contacted Best Western directly. Sent two emails and no response. Called their customer service line and got fed a line about how each hotel is independent, but at least that opened a customer service case. I was then contacted by a representative, sent the pictures that I took of the room and listed the issues, and was told that they would get back to me. Fast forward another month (2 1/2 months in at this point) and I get an email back that tells me that the manager of the hotel has not responded to them (Really?) so they are dropping the case and "wish me the best". I have a problem with this- your parent company contacts you about a problem, you ignore them, so that gets rid of the problem. This is very bad management. In any case, through some investigation, I found that the manager's name is (theoretically) Ram Tarri. I have called the hotel several times and although unable to reach this person, I have left messages. Yet to receive a call back. All in all- this was the WORST Best Western associated hotel I have ever seen. On top of that, this was the worst customer service experience I have ever undergone and it has made me rethink whether I will stay at BW-branded hotels again. I certainly haven't since!

Stayed 2 nights at very reasonable rate. Very clean, nice front desk people. Adequate breakfast with hot options. Very quiet area electronic gate to parking and rooms. Recent upgrades done. Would stay again.