Best Western Territorial Inn & Suites

Avis

• CC

  Christopher Cordova

  2 days ago
  1.0
  Thank you for your response, but I have to be honest—I remain extremely disappointed with both my experience and the explanation provided.What seems to be getting overlooked is that after your property's mistake, my family of four was expected to make do with a single room containing only one bed. We were told this was an "upgrade," but it was anything but. The so-called upgraded room had only one bed and an old, worn-out pullout couch. For a family of four, that is not an upgrade by any reasonable standard. It was an inadequate substitute for the accommodations we had originally reserved and paid for.To make matters worse, the way the situation was handled by the front desk manager, Justess, was extremely unprofessional. Rather than showing empathy and taking ownership of the problem, we were left feeling dismissed and unsupported. When a hotel makes such a significant error with a guest's reservation, I would expect management to be understanding, accommodating, and focused on making things right. Unfortunately, that was not our experience.Additionally, your response states that the additional occupancy fees were waived as a courtesy. Respectfully, waiving the $10-per-adult fees after your property's mistake was the absolute least that could have been done. We were already being inconvenienced because the room we reserved was not available, and then we were expected to accept a room with one bed and an old pullout couch for a family of four. Under those circumstances, waiving those fees should have been automatic, not presented as a generous accommodation.My family and I spent the beginning of our trip dealing with stress, frustration, and uncertainty because of mistakes that were completely outside of our control. Instead of feeling welcomed and valued as guests, we felt like we were being asked to simply accept a situation that was far below reasonable expectations.While I appreciate the apology, I do not feel that the seriousness of this situation has been fully acknowledged. A confirmed reservation should mean that guests receive the accommodations they reserved. Instead, we arrived to find that our reservation could not be honored, were placed in a room that was clearly unsuitable for a family of four, and were then told that waiving a few extra fees somehow compensated for the inconvenience.This experience fell far below the standard of service I expect from any hotel. The combination of the reservation issue, the inadequate room, and the unprofessional way the situation was handled by Justess has significantly damaged my confidence in your property. I hope management takes this complaint seriously and understands why my family is so dissatisfied. No guest should have to arrive with a confirmed reservation only to be placed in a room with one bed and a worn-out pullout couch and then be told it was an "upgrade." That is simply unacceptable.
• WL

  Willie Leniek

  Jun 9, 2026
  5.0
  This is a great hotel with pool jacuzzi and grills. Clean and quiet. The staff is not the friendliest but hey are profesional and get you there. Don't expect super friendliness which is not at all saying they are bad, not at all, they are profesional.
• DH

  Debbie Hughes

  Jun 1, 2026
  5.0
  Clean & comfortable rooms. Bed was soft enough for me but firm enough for my better half (that never happens). Good breakfast & a nice sitting area outside with a grill for guest use.
• JB

  Julia Bowman

  May 25, 2026
  4.0
  Virginia at the front desk provided excellent service and made our stay—late arrival to the last room available—just great! We would stay here again for the service, the tasty breakfast, and convenient location for driving through town.
• CP

  Channing Paxman

  May 15, 2026
  1.0
  We were told we were getting a non-smoking room, but we can tell ours had still been smoked in and cleaned. It always lingers. I don’t have to describe how unpleasant that is I hope. This hotel can’t be trusted to get a non-smoking room, and they told us they were all booked for the night, so nothing could be done. So, don’t come here! Feedback for management: properly label ALL previously smoked in rooms, you cannot clean it out sufficiently for guests who are non-smoking.