Best Western Plus Roland Inn & Suites

Reviews

• TW

  Theresa Wu

  Oct 6, 2026
  1.0
  We arrived at the hotel at 11:00 PM on September 20th after a grueling 4-hour drive, completely exhausted. Upon checking in, the front desk lady casually and unapologetically informed us that "all elevators are broken." She then had the nerve to act like she was doing us a favor, saying, "The best thing I can do is the 3rd floor." We had a young child and heavy, massive luggage with us. When I asked if there was any staff available to help carry our bags up the stairs, she flatly refused and said, "No, you must carry your luggage upstairs yourself." Expecting us to carry all of that up to the 3rd floor by stairs at midnight with a child is an absolute joke! Since it was physically impossible for us to stay, we immediately demanded a refund. The front desk clerk immediately passed the buck, claiming that because we booked through Hotels.com, they couldn't issue a refund on-site and told us to have the platform contact them. That was the beginning of their malicious runaround! Since then, Hotels.com has attempted to contact the hotel numerous times, but the hotel has stubbornly refused to authorize the refund. I personally called them 3 times myself. Every single time, the staff brushed me off with the same lazy excuse, claiming "the manager will call you back," but the manager has never returned a single call! This malicious evasion and cowardly refusal to face customers is absolutely sickening and repulsive. What makes me even more furious is that when I called back the next day, another employee told me that "only one elevator was broken, and the other one was working fine." What does that mean? It means the front desk lady on the night of 9/20 was blatantly lying straight to our faces to deceive consumers! Your staff members just make up their own stories and can't even keep their lies straight. Do you have absolutely zero respect for consumer rights?! This hotel not only has garbage facilities, but their service attitude is utterly despicable. You have zero respect for your customers and only know how to steal people's hard-earned money through lies! I am filing the strongest possible complaint here, and I will not let this slide. I will be escalating this through consumer protection agencies, the tourism bureau, and every available travel review channel and media platform until this completely unethical business is held accountable!！
• YT

  Yvette Traylor

  Oct 5, 2026
  5.0
  Very nice! Clean rooms. Nice service. Decent price for a last minute booking.
• MS

  Michelle Santibanez

  Sep 14, 2026
  4.0
  I’ll be honest, I let my husband pick this hotel, and I looked through the reviews about 10 minutes before we arrived. Some of them had me a little nervous about what we were walking into. We stayed in Room 310, checked in Friday, September 11 and checked out Sunday, September 13. The AC was AMAZING and the room seemed clean overall. There were a few things that stood out, though. There was an opened bar of body soap in the shower, which was a little strange, and the toilet paper hadn’t been replenished. It looked like they had just left what the previous guest had left behind and folded the end to give it the usual hotel “touch-up.” The outside portion of the window was also broken. We mentioned it to the man at the front desk when we checked out, and he said they were already aware of it. Overall, it was a quick stay for us, and while there were definitely a few things that could have been better, it honestly wasn’t as horrible as some of the reviews made it out to be.
• YY

  Yoyo53

  Sep 7, 2026
  5.0
  My husband and I stayed here this past weekend. It was our first time at this location. Great location, quiet area. The service was great , good breakfast and nice rooms. I would definitely come back. They also offer lemonade and cookies in the lobby.
• NC

  Natalia Chagoya

  Sep 4, 2026
  1.0
  El peor hotel donde me he hospedado… me entregaron la habitación 2 horas después del check in que mencionan en las políticas, en lugar de que la manager diera respuesta, se portó grosera y déspota. Tengo grabaciones de eso, de verdad no volvería jamás aquí. No lo recomiendo para nada

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