Best Western Plus Castle Rock♡

Do not recommend.

1.0

Nothing.

− We booked a One-Bedroom King Suite through Booking.com because it was specifically advertised as having three beds (one king, one queen, and one sofa bed), and we were traveling with two adults and four children. The listing not only identified those bed types but also explicitly stated, "The unit has three beds." When we checked in, the room only had one king bed and a sofa bed. There was no queen bed anywhere in the suite, and the sofa bed was broken and would not open. We were also not informed until check-in that the hotel's pool was closed and that guests would need to use the neighboring sister property's pool. We spent nearly two hours trying to resolve the situation, including multiple attempts to contact the front desk and Best Western customer service by phone. After speaking with the front desk in person, management ultimately relocated us to the neighboring sister property, where we were given a room that accommodated our family and had access to the pool. We appreciate that they ultimately found a solution. However, we had no input regarding our options. Before management became involved, I had requested to cancel the reservation without penalty because the room did not match the advertised description. Unfortunately, this was a one-night family stay, and we lost a significant portion of our evening dealing with issues that could have been avoided if the room description had been accurate and the pool closure had been disclosed in advance. We were moved to the sister hotel at 10 pm with tired, hungry kids in tow. I recommend verifying room details directly with the hotel before booking, especially if the number of beds or pool access is important to your stay. Prior to leaving this review, I tried to contact higher up the chain with Best Western in numerous ways (phone calls, voicemails, emails), and I also attempted three phone calls, two online messages and an email to Booking.

Guest review

7.0

The facility was fine, staff was fine. No issues or concerns with mt stay

− Really disappointed when I arrived 30 minutes early and was charge an early arrival fee. Never before have I had that happen, no matter how early I was, but 30 minutes early and I paid extra. Kind of tacky

Definitely worth booking a room here. Clean, food was good at breakfast and hot tub and pool were relaxing.

10.0

Clean, spacious rooms and clean pool.

− Nothing