We’ve stayed at many Best Westerns before and have always had positive experiences, but our stay at Best Western Premier Ashton Suites - Willowbrook (April 11-12, 2025) was extremely disappointing.
From check-in, we felt unwelcome. After verifying our party of six, we were stopped by the front desk staff and manager because a stranger we didn’t know entered the elevator with us. We were questioned suspiciously and made to feel uncomfortable for no reason.
In the room, the beds were smaller than advertised, and the fridge was not full-sized as described. There was no bedding provided for the pullout couch, and when we requested it, we were told to pick it up ourselves. We were given only a bedsheet, a small blanket, and one pillow. When we asked for another pillow, the staff acted frustrated, and the manager rudely said, "If you're unhappy, you can leave. I don't care if you report me or write a review."
To make matters worse, there were only two towels provided for six people. Even after asking for more, we only received two additional towels.
This level of rudeness and poor customer service was shocking and unacceptable, especially from a brand like Best Western. We expected much better and hope management takes serious action to improve guest experiences.