Best Western Premier Rockville Hotel & Suites

Avis

• DV

  Denis Vorobev

  1 day ago
  1.0
  We stayed at this hotel for two weeks and, well in advance, asked to extend our stay by one additional night (through Saturday). The hotel manager confirmed that our extension was approved, so we planned accordingly. However, on Thursday we were suddenly informed that Friday would be our last day and that we had to leave the hotel. When we reminded the staff that the manager had already confirmed our stay through Saturday, they simply shrugged and said there was nothing they could do. I work night shifts, so this put me in an extremely difficult situation. After finishing work, instead of getting some rest, I had to pack my belongings and search for another hotel because of the hotel’s mistake. To make matters worse, when I politely asked if they could at least allow me a late check-out due to the circumstances, they refused. They told me that if I did not leave the room by 11:00 AM, they would call the police. This level of customer service is unacceptable. If the hotel cannot honor a confirmed extension, they should never confirm it in the first place. The lack of accountability, unwillingness to help, and the way this situation was handled completely ruined what had otherwise been a pleasant stay. I would not recommend this hotel.
• EW

  Eloise Williams

  3 days ago
  2.0
  I booked a handicap accessible room for my father who is wheelchair bound. The room was clean, but extremely small with furniture placed right in the walkway to the beds so very hard for him to move around in. Could the wheelchair fit? Yes, but he couldn’t get around unless someone was pushing him and there’s no space to turn so we had to push him in backwards to even be able to get next to the bed. There are also no safety rails or grab bars to get on the toilet. There are some in the shower, but not to get on the toilet. It also has a bathtub- I would expect a walk-in shower for wheelchair users? Maybe that’s just me. I don’t know how they’re able to pass this off as “accessible”. Also, the front desk person was very rude and just not great customer service at all.
• HG

  Hannah Goverman

  3 days ago
  5.0
  HUGE shout out to Melissa at the front desk for really helping me in a tough spot. I traveled to MD for a roller derby event and found out when I arrived at 2:30am that something had gone wrong and I didn't have a reservation at the hotel the rest of my team was staying at. The person working the front desk at this other (NOT Best Western) hotel was unhelpful and a bit rude, and the teammate who made the reservations was sleeping, so I had to find somewhere else to stay in a hurry. I panic researched in the parking lot and found the Best Western, but accidentally called a third party booking site with a terrible AI receptionist that landed me with a non-refundable charge and a hotel booked for the wrong night, and their customer support was unable to fix the issue. When arrived at the Best Western Melissa did her best to help and was able to get my booking moved to the correct night and was able to give me a let checkout so I could catch up on some of the sleep the whole issue had cost me. I was having such a rough time, and she was really kind and totally turned my night around. Excellent customer service and really helpful! If my team travels to the area again in the future I will definitely recommend we book with this hotel moving forward.
• MY

  Mary Youmans

  5 days ago
  1.0
  We stayed in this hotel a few years back and it was a wonderful stay! We just recently stayed in this hotel this past weekend and encountered several issues. We walked in, the staff that checked us in was very rude and acted as if he didn't even want to be there to help. We were charged a deposit of $100 even though it was suppose to be waived as we are premier members. We walked into our room and it was 78° with no working A.C. we called front desk to let them know our A.C was not working, they sent maintenance up to our room. Maintenance man replaced the air filter (wasn't the issue) and failed to return to the room to check on us after 20 minutes as promised. We then had to go to the lobby and ask for a new room as the temp just kept rising in the room. We were moved to a different room with semi working A.C just not kicking on. Stayed around 76° when it was 100°+ outside. We ordered pizza and were told they could not deliver to our room as they had to leave it at the desk. We asked them to make an exception as we have already had a rough night in the HOT room. The night front desk worker was wonderful. She was very helpful and kept apologizing to us for the issue. She was MUCH more friendly than the guy that checked us in. I'm not sure what happened to this hotel as it was at one point very nice, not so much anymore.
• SS

  Safoura Sow

  Jun 18, 2026
  1.0
  Worst Customer services. At first when I check the bed sheet was dirty , I let them know that I wanted a new bed sheet , they changed it 2 hours later. I called 4 days later about my deposit , The man at the front desk was very disrespectful on the phone I just asked about when I will receive my deposit back. the way he yelled at me was crazy. He told me not to call the hotel for the deposit and hang up the phone. I called back right after to speak with the manager and he said he was the manager. I will never come back. Please do be better. I wanted to give you guys 0 star because that’s what you deserve. Treat your customers with respect please