Best Western Executive Inn- Mount Gilead♡

Terrible Customer Service

1.0

− I booked this property through Booking.com and experienced significant issues both before arrival and on the night of my rescheduled stay. Initially, I contacted the hotel directly to request a date change due to a severe winter storm and illness, as traveling would not have been safe. I spoke with a manager, who stated there was nothing the hotel could do because the reservation was booked through Booking.com. During the call, the manager repeatedly advised that guests should not book through third-party sites, stating that the hotel “makes peanuts” when reservations are not booked directly. I had difficulty responding or explaining my situation, as the manager spoke at length without allowing much opportunity for dialogue. She also stated that if I arrived while sick, I would be turned away from the property, despite the fact that my call was specifically intended to prevent that situation and handle things responsibly in advance. After Booking.com later contacted the hotel on my behalf, I was informed that the manager told them I had been extremely rude and had hung up on her. This was not accurate. I did not hang up, nor was I rude, and this mischaracterization was concerning. While Booking.com eventually succeeded in moving the reservation to a later date, the issues continued during the rescheduled stay. When I arrived at the hotel on Saturday night, the front desk confirmed they had the email confirmation of my reservation but stated it was not in their system. The front desk contacted the manager, who was out of the country, and I was again told there was nothing the hotel could do and that I would need to contact Booking.com. I then contacted Booking.com, who stated they needed to speak directly with the hotel. For over an hour, I sat in the lobby while the front desk, the manager, and Booking.com spoke back and forth by phone. Ultimately, I was told the only option was to cancel my reservation and repurchase it. The manager stated I could rebook at the

Read the fine print! We did not stay because I over reacted to the unprofessional manager and was ba

1.0

Nothing

− Everything

Convenient to State Park

8.0

Conveniently located near Mt. Gilead State Park. Checkin was time consuming. Had made my reservation on Expedia. Hotel was clean but dated. Another blanket for bed would have been welcomed. Breakfast was good with standard options.