Definitely the worst hotel experience we have ever had and we have stayed over 50 nights in different hotels over the last 2 years. My family and I were passing through Jacksonville and booked on Hotwire. So, we weren't expecting much. However we still left disappointed and angry.
As we entered our hotel room we were greeted by a smell that soon won't be forgotten. Not only did it stench from lack of cleanliness, it was as if a boatload of sailors had spent the day smoking cartons of cigarettes inside. Obviously we had been put in a smoking room and for a family of non-smokers traveling with a 6 year old that was an issue. That is when our real fun began.
Best Western guest services...we can't put you in another room, we can't refund your money, nothing we can do to help you.
Hotwire customer service...we talked to the hotel and they can't do anything, and we can't do anything.
Best Western guest services...we still can't do anything...if you want to talk to a manager you'll have to wait until Monday at 8:00 AM...no way to do anything until then.
We were very cordial and tried to be understanding, but both Best Western and Hotwire were useless and we have vowed not to use those businesses ever again. The Best Western staff was outright rude to my wife and other guests who were complaining in line ahead of us.
if you are considering using this facility please think twice. We would have gladly paid double the price to stay somewhere else.
Be sure to request a non-smoking room
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Thank you so very much for taking the time to speak with me regarding your visit to our hotel. I found our conversation insightful and I thank you for sharing with me how we can improve. As a member of the Disney team, I know you have an outlook that few others can provide and it was very much appreciated.
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Again, please accept my apologies that HOTWIRE booked you into a Run-of-House room type during the auction process. It is always unfortunate that HOTWIRE does not fully share with guests how their model works and what their individual contracts with hotels call for. I appreciate you sharing with me the fact that you have advised HOTWIRE of your dissatisfaction with their product. As we discussed, anytime that we are able to relocate a guest to a non-smoking room when HOTWIRE has booked them into Run-of-House we always do so. Unfortunately on the night of your visit the hotel was completely sold out and we did not have a room with two beds non-smoking that we could relocate you to. What is concerning to me is from speaking with you, our agent does not appear to have properly explained to your wife this matter or taken the proactive steps to refer this to our manager-on-duty who is available to assist our guest during the evening hours. I have met with our agent and discussed with her the manner in which she handled your issues. I have reinforced with her that she should have followed the proper procedures she was trained on by involving the Manager-on-Duty. Had she done this, while your stay would not have been at the level we would have liked due to the HOTWIRE issue, you certainly would have had a better impression of our guest service. How we make our guests feel is critically important and our staff is trained to know this.
Again, thank you for taking the time to speak with me and allowing me to assist you. I look forward to having you again with us in the future and I appreciate having the opportunity to find a resolution for your visit with us.
Yours in hospitality,
The Management Team of the BEST WESTERN HOTEL JTB/Southpoint
This response is the subjective opinion of the management representative and not of TripAdvisor LLC