Best Western North Phoenix Hotel in Phoenix

Just a quick comment on my review and the response from the manager. It was the hotel that agreed to honor our Wed rate for extension to Thursday. She agreed and then we were sent an invoice that DOUBLED the rate for Thursday night without telling us. Feel free to look at the other 1 out of 5 reviews as this has been a continual problem with this hotel. I do not believe I acted either rudely or aggressively and offered BW the opportunity to listen to the calls (they were recorded) and if they could show me any level of disrespect, I would drop the whole matter. Of course, they declined because they know it is not true. Obviously, the prospect of negative reviews - even those that are warranted - will be handled as "Do not rent" by this hotel. Stay away!!

My wife arrived with 2 of our daughters at 1:30 am to check in. They checked her in to room #318. She arrived at the room, only to be met with an extremely strong odorous pungent Nicotine smoke smell, that stuck in your throat as you breathe. She immediately went to the front desk to request another room. That was the last room they had, But, the clerk did give her a spray, (see photo), to combat the smell. The kids were beyond tired and passed out in the room, so she stayed. The next day, I called the hotel, and spoke to Bianca, she put me on a brief hold, 5 min, then hung up on me. Then I called back, and the corporate reservation clerk answered, I told him the situation, and he agreed that was unacceptable, so he would transfer me to customer service,...then he disconnected me. tgen I called 2 more times...no answer. So, I called corporate customer service, Nick took my complaint, and said he would call me right back. After about 15 minutes, he called, said they had another room ready, Before he hung up, I asked who he spoke with, he said Bianca. I called my wife to relay the good news. She went to the front desk and spoke to Bianca, not even 3 minutes after my call. Bianca says, oh, we cant give you that room, cause all the housekeepers have gone home, and there will be nobody to service room 318. My wife texted me, and I called Bianca immediately, she actually answered, and said, Oh yes we are taking care of it right now, they are changing rooms. (between the time she texted me, and my calling Bianca, My wife said Bianca spoke to the manager, that told her to change the rooms. Bianca was resisting the manager saying that if 318 wasnt tended to by housekeeping, they couldnt rent it that night. She didnt want the hotel to lose money.) As she was moving rooms, she spoke to the housekeepers that said, the man that lived in theat room was a chain smoker. (How can you think that is acceptable to give to a customer?)A horrible first night!

The next day she dealt with Norman, who was a completely different personality, Super Attentive. and very CUSTOMER service oriented, Thank you Norman!

*************UPDATE*************

Just now, I read the response from the owner. It is obvious he cares about the business. So I called the hotel, explained to the hostess that answered, Sierra/Ciera, that I was the one that left the review, and would be happy to remove it, for the 10,000 points, and I would leave my name and number for him to call me back. I asked, you do know who the owner is, correct.

Sierra/Ciera : I wouldn't be able to give you that information.

Me: Sierra/Ciera, please listen carefully, I never asked for his name, I dont need it, I just want to make sure you can pass him the message.

Sierra/Ciera: If you are going to be rude, I am not gonna have this conversation

Me: I was the one that was treated like trash by the hotel, not you

Sierra/ciera: (hangs up)

So, again, I reached out to rectify, The Boss Ladies in the front treat me like trash, and ignore. You will notice I never used profanity on them, because I don't use it, ever. Owner and housekeepers, facilities maintenance and Norman, are wonderful.

The boss ladies in the front and discourteous and not even wise enough to listen and answer a simple question.

I feel bad for the owner, and now I will be adding my review to bestwestern, travelocity, expedia, trip advisor, and anywhere else I can.