Best Western Granbury Inn & Suites

Reviews

• KP

  Kameshia Porter

  4 days ago
  1.0
  My family and I stayed here for two nights, and it was one of the most disappointing hotel experiences I’ve had. The air conditioning in our original room did not work for the entire first day. As someone with severe asthma, this created a serious health concern. My youngest son is also prone to nosebleeds in excessive heat, and he had one during our stay. I do want to recognize the 3:00 p.m.–11:00 p.m. front desk clerk. She was kind, professional, and did everything she could within her authority to help us. Unfortunately, she couldn’t make executive decisions. Around 11:00 p.m., she was finally able to locate another room for us. By that time, I had to completely pack up all of our belongings and move my family myself, waking my youngest son late at night. The second room was cooler, but it smelled heavily of cigarette smoke. Towels were also very limited, so we had to carefully ration them throughout our stay. There was no maintenance available to fix the air conditioning issue and no housekeeping service during our visit. The breakfast was not worth our time. After seeing the selection, we decided to leave and pay for breakfast elsewhere. The only real positive was that the rooms were spacious. The most upsetting part of my stay occurred the following day when I spoke with the assistant manager, Chelsea. I politely requested a refund for the first night since we spent nearly the entire day without a working air conditioner. Instead of showing empathy or working toward a solution, Chelsea was rude, dismissive, and disrespectful. During our conversation, she made the comment, “I know your kind.” As a Black guest speaking with a White assistant manager, I found that statement deeply offensive and inappropriate. Rather than attempting to resolve my concerns, she threatened to have me removed from the property because I continued asking for a reasonable resolution. Mechanical issues can happen at any hotel. What matters is how management treats its guests afterward. Unfortunately, Chelsea’s behavior turned an already frustrating experience into one that felt humiliating and discriminatory. I cannot recommend this hotel based on my experience. I hope ownership takes these concerns seriously, addresses the customer service issues, and provides better training for management so no other guest is treated this way.
• YY

  Yolanda

  5 days ago
  2.0
  I had a very disappointing experience during my stay at the Best Western in Granbury, Texas. That evening, I went to the front desk to discuss my room because the air conditioning was not working properly. I politely asked if the room could be comped due to the inconvenience, but instead of receiving understanding or good customer service, I felt like I was treated with disrespect. During the conversation, the employee made a comment about "y'all people," which I understood as being directed toward Black people. That comment made me feel singled out and uncomfortable. The interaction quickly became tense. The employee said she was recording the conversation, and we recorded it as well. She even asked whether she should call the police, which made us feel threatened even though we were simply trying to resolve a problem with our room. We both have experience working in customer service, and we respectfully asked to be treated with the same courtesy we try to show others. Instead of working toward a solution, it felt as though the employee was looking for a reason to have us removed from the hotel after the incident. I believe every guest deserves to be treated with respect, regardless of who they are. Unfortunately, this experience left me feeling unwelcome and deeply disappointed. As a member of best Western hotel I think I should and everybody should be treated with respect. Also the breakfast was not ok was not cooked the pool was clean. (,The front desk ladys name was Chelsea) The other front desk workers where ok. The pool was not heated it was very cold there was no room service on the weekend I was there . There was also a dog that barked every time you passed the breakfast was bad.There was holes in the walls and ceiling the refrigerator was warm and it was loud upstairs. I stayed in room 220
• JB

  Jacquelyn Brunson

  Jun 28, 2026
  1.0
  The exercise room had one broken treadmill and a bike. The hot tub did not work, our first room smelled like cigarettes, mold, and perfume. The staff was very nice.
• A

  फरजीत

  Jun 25, 2026
  1.0
  The receptionist is very rude. Definite no! For anyone planning to stay here dont do it! If only I could rate 0 stars
• CG

  Crazy Gamer

  Jun 16, 2026
  1.0
  Employee wasn’t very friendly, sat behind the counter playing on his Nintendo switch. Overall terrible service, don’t recommend staying here

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