BEST WESTERN Torchlite Motor Inn, Wheatland

My wife and I were in Wheatland for a week conducting some work and picked the Torchlight after two nights in a different motel. We regretted the move to the "fancier" motel almost immediately after we checked in. We were traveling with dogs, told the woman at the front desk that we had two, which apparantly she entered wrong into her computer, so when we head out to the field, a maid confronts us about having two dogs. We had put the do not disturb card in the key slot because we had computers and other valuables and could live with towels dried on the shower rod, but when we ran back into the room to grab something, the front desk was ringing us on the room phone asking why we didnt want the room cleaned. When we got back the first night, we realized they didnt have WiFi, and I needed a ethernet cord, I went to the front desk to see if I could borrow one, and the clerk asks me for $20 that he explaied was to keep me from stealing it. They have my credit card already for room damage, yet he needed $20 in cash. We had to go to an atm to get the cash, which I gave to him and he sealed in an envelope, wrote my name on, and placed in their cash drawer. I didnt even get a receipt. Apart from the horrendous customer service, we found metal shards in the carpet that should have been picked up with regular vacuuming, and also found the sheets pilled like they were ten years old. Possibly the worst part of our stay was the noise from the interstate highway a hundred yards from the hotel. Their windscreen of trees does little to dampen the sound, and the cheap room doors allow every peep from outside into the room. Guys talking in front of their room next door sounded like they were standing in front of an open door, so the noise from the interstate is pretty loud and constant. We have more weeklong trips scheduled for Wheatland, and we definately wont be staying at the Torchlight Best Western and would recommend staying elsewhere.

Jean, who was at the front desk, when we checked in and would not give us rooms next door to each other (2 rooms reserved with request that they be next door over 2 months ago). Even though we checked in at 3 pm, the earliest time we could check in, she said she couldn't change our rooms--one on one side of the office on the 2nd floor (no elevator) so up steps and the other room was on the opposite side of the office up steps. One our ladies (none of us are spring chickens) told Jean she couldn't carry her heavy suitcase up the stairs and Jean said "then have one of your friends carry it up!" I have never been to a hotel that couldn't correct a mistake they made in assigning our rooms in my 60 years. Also, what hotel assigns rooms before the people actually arrive??? Jean told us she couldn't do anything--"Call corporate". Well, I want to do more than call. Jean needs to be instructed in how to handle a customer. She needs help. We won't stay in a Best Western again.

Manager needs to talk a class on Customer Service. We had a late check in and had been in contact with the hotel that we were in route and that the room was held with a credit card guarantee. Upon check-in the room couldn’t be opened by my husband or the night manager with two keys and we we’re turned away at 1:45 a.m. told that the rest of the hotel was booked. Two rooms were still on hold for other people but we were turned away with our 1 year old and 5 year old to find new lodging in a small town. The night clerk called a hole in the wall hotel that we paid too much money for and ended up sleeping with our clothes on.