Best Western Plaza Hotel Saugatuck

Recensioni

• TT

  Tbj115

  3 days ago
  1.0
  On July 26, 2026, made a reservation for a few nights starting on Aug 2, 2026 Plans changed due to family emergency. On July 29th(before any cancelation fee would be assessed) I called the hotel, ask to cancel reservation. Was told "system was down" but would "take care of it" when system is back up. Said thanks and i moved on. Weeks later I receive my credit card bill for $435.10. I called the hotel company and the hotel - apparently since the system "was down" my cancelation never got entered. Now the hotel(you folks) are fighting me on this charge that I canceled well in advance. I relied on your staff to follow thru with my cancellation request that I made on 7/29/26. I relied on your staff to ask for help if it was needed to cancel my reservation after my call on 7/29/26. I relied on your staff to document my call on 7/29/26 asking to cancel since I was told "the system was down". It's not reasonable for you to ask me "why didn't you call back to make sure it was canceled?" I don't ask about your training program however, I relied on your staff to do what i was told would happen with my reservation. Think twice before booking this hotel; the staff can be difficult and unhelpful.
• HS

  Hans-Peter Schuster

  Aug 21, 2026
  2.0
  We did not book the hotel in question through a booking platform. While we were traveling through the area, another hotel turned us away because it was overbooked. We therefore stopped at this hotel and asked whether they had a room available for three people, which they did. As might be expected, they charged a fairly hefty premium for this walk-in stay. Considering the standard of the accommodation and services provided, I felt the price was excessive. Unfortunately, I later had to request a copy of the invoice because I could no longer find the one I had received at check-out. However, it was apparently not possible to send me a duplicate because we had not booked through a booking platform (!?!?). We were unable to resolve the issue either by phone or by email. Our written requests went unanswered. Even through Best Western’s European customer service center — we are from Germany — I was unable to obtain a duplicate copy, as these invoices are apparently handled and stored only by the individual hotel.
• TS

  Toni Serrano

  Aug 18, 2026
  1.0
  This hotel is disgusting. We walked into the lobby where all of the visitor travel brochures were all over the floor. The doors were extremely dirty. Finger prints and drips all over. The hallways have paneling falling off. The room was so damp and musty that we had to turn the air conditioning to 62 degrees to try and cool it off and improve the horrible smell. Our clothes were damp in the morning from the air in that room. There were no tissues. The shower curtain smelled awful. The towels felt like sand paper. If you held them up in the light you could see through them. And they were extremely small. The coffee in the morning was horrible. When I addressed these issues at check out all the woman said was “oh sorry” in a very in-interested tone. DO NOT STAY HERE.
• LJ

  Liz Johnson

  Aug 18, 2026
  1.0
  HORRIBLE! The room was so musty and dank. The carpet turned our white socks dirty. The tub had little hairs all around the sides. We found tiny ants crawling on my son's water bottle that was on the nightstand. When we told the staff they told us that there's no way there are ants because they pay an exterminator. After we packed our stuff in our car, our car smelled musty like the room. The pool had a film on top of the water and it was murky. There's no doubt in my mind that there's mold in this place. The hotel does not look like the pictures. It's not just my room that smelled either. Our relatives stayed here also and their room also smelled. Save yourself and don't stay here. Such a beautiful town but a sad time because of this place.
• JD

  Jon Driscoll

  Aug 2, 2026
  1.0
  BED BUGS! And they knew it because the zipper mattress cover in Room 113 had bloody trim and our other room 115 across the hall had new mattress and no zipper cover. My daughter has multiple bites all over her body, found bed bugs and brought to front desk staff at 3am. They gave full refund of room but regardless absolutely unacceptable!!! I guarantee they rented that room again last night. Recommend staying anywhere but this hotel!!!