BEST WESTERN Guest Inn, Conway

My family has been staying at this Best Western for years when we went to Conway to visit family. We had to attend a funeral in town on 19 Feb 2012, so we booked a room here through Orbitz on my mother-in-laws credit card. When we arrived at the hotel, the desk agent kept trying to say that we had already checked in. I repeatedly told her that it was my dad who checked in and that we booked a separate room. She then started asking if we were with the Arby's group. We again had to repeatedly tell her we were with a different party, spelling out the last name several times. We gave her the credit card information that we used to pay for the room and showed her the confirmation email from Orbitz. She was still trying to say that we already checked in under my dad's name. Only after giving her our telephone number was she able to find it under another name that they entered incorrectly (since the Orbitz reservation reflected the correct spelling). She was extremely rude during the check-in process, as if it was our fault the reservation couldn't be found and as if we were bothering her. Once our reservation was found, I gave her my debit card to keep on file for any extra charges we might incur during our 2 nights. The next day, 20 Feb 2012, we noticed a charge to the debit card for $76.10 and assumed it was a deposit or a hold. On 24 Feb 2012, we called our bank to ask when the hold was going to be lifted on the amount and the bank said that it was a hold and that the card was actually charged $76.10. We weren't messy or destructive and didn't make any phone calls or purchases so we didn't know what the charge was for. When we called the hotel, the same lady who checked us in answered the phone. She gave us a run-around and finally said in a very rude manner, "Okay, I'll charge Arby's and refund you." I think that's what she said anyway. After speaking to my bank, I wasn't positive she had issued a credit to our account so I called her back to get a confirmation number from her credit card processing service. Once again, extremely rude and snappy. Today, 28 Feb 2012, after no refund was present, I called back and forth between my bank and the hotel and again, she was rude, started raising her voice at me and tried talking over me. Instead of trying to argue with someone I could barely understand, I asked for the Best Western Corporate phone number. She didn't want to give it to me and only after me asking several times, did I finally get the phone number. I never did get a franchise number to identify the hotel from her since she refused to give it to me. The erroneous charge has finally been resolved after quite a bit of unnecessary hassle. After years of staying at this hotel when visiting family, I'll just take my business elsewhere. There's plenty of other hotels in the area. And I'm sure other hotels will have a fully-functional toilet in the room (whereas ours didn't). By the looks of it, it doesn't seem too bad, but it was the business end of the deal that will prevent me from staying here. I highly recommend avoiding this hotel.

They owners and all the employees were very kind to us and I would recommend this place to anyone. My wife and kids have bad allergies and the rooms were so clean, that we had no problems with there allergies coming back up.