Best Western Plus Castle Rock

Strong pickle odor as if someone had dropped a jar of pickles on the floor. Dishwasher at suite kitchen would not shut properly and it leaked water.

Rooms were small and the TV seemed to be on the blitz.

N/N

I left a phone charger in our room when I stayed in May and called after check out and they didn’t find it

N/A

We booked a One-Bedroom King Suite through Booking.com because it was specifically advertised as having three beds (one king, one queen, and one sofa bed), and we were traveling with two adults and four children. The listing not only identified those bed types but also explicitly stated, "The unit has three beds."

When we checked in, the room only had one king bed and a sofa bed. There was no queen bed anywhere in the suite, and the sofa bed was broken and would not open. We were also not informed until check-in that the hotel's pool was closed and that guests would need to use the neighboring sister property's pool.

We spent nearly two hours trying to resolve the situation, including multiple attempts to contact the front desk and Best Western customer service by phone. After speaking with the front desk in person, management ultimately relocated us to the neighboring sister property, where we were given a room that accommodated our family and had access to the pool. We appreciate that they ultimately found a solution. However, we had no input regarding our options. Before management became involved, I had requested to cancel the reservation without penalty because the room did not match the advertised description.

Unfortunately, this was a one-night family stay, and we lost a significant portion of our evening dealing with issues that could have been avoided if the room description had been accurate and the pool closure had been disclosed in advance. We were moved to the sister hotel at 10 pm with tired, hungry kids in tow.

I recommend verifying room details directly with the hotel before booking, especially if the number of beds or pool access is important to your stay.

Prior to leaving this review, I tried to contact higher up the chain with Best Western in numerous ways (phone calls, voicemails, emails), and I also attempted three phone calls, two online messages and an email to Booking.

Really disappointed when I arrived 30 minutes early and was charge an early arrival fee. Never before have I had that happen, no matter how early I was, but 30 minutes early and I paid extra. Kind of tacky

Nothing

Paying $14 for a self-serve breakfast that was no better than any place else that serves it for free, and I wasn't eating it every day. I did not realize it was the basic continental self-serve set-up. I assumed it was either the motel's own restaurant or something set up with a nearby restaurant.