Dear Best Western Customer Service,
I am writing to file a formal complaint regarding a disturbing and disappointing experience my family and I had during our recent stay at the Best Western Plus in Panama City, Florida.
While I’d like to first commend Ms. Kelly from the breakfast area—who was incredibly kind, welcoming, and professional—this was the only highlight of our stay. She greeted us warmly as we stepped off the elevator, and breakfast was excellent. My entire family enjoyed it, and her attitude was a much-needed contrast to what we experienced elsewhere.
Unfortunately, nearly every other part of our visit was unacceptable. The front desk associate, Haley, was shockingly rude and unprofessional. She never asked for ID or payment, and when a glitch on Expedia caused two reservations to appear, she canceled one without my permission—even after I told her not to, knowing it was non-refundable.
When I questioned her actions, she gave me the silent treatment, rolled her eyes, and told me to “just call Expedia” with no regard for the inconvenience she caused. When I asked what I was signing, she slaps a paper and room key on the counter and walked away without explanation. My children watched this unfold in disbelief. Later, my daughter said, “Mommy, we saw her roll her eyes at you. She’s lucky you didn’t go off.”
The room conditions were even worse:
• Stains on the duvet and sheets.
• mildew and hair in shower
• Dirty towels
• One room had a non-working TV