Best Western Heritage Inn & Suites - Bowling Green, Florida

Joy Hernandez

My husband and I stayed at this property while in town for a family wedding. The check-in process went smoothly and we did not have any major issues until last night. We booked the “suite with jacuzzi” room, which is the best upgraded room offered. On the last night we ran the jacuzzi and had no problem until after the water drained. Water began seeping out of the floor around the jacuzzi (that is in the bedroom/ not bathroom). I had our bags packed at the door for checkout the next morning, they were in inches of standing water, the carpet around the bed was soaked and our chargers that were bedside and plugged in were wet. One of the bags that was ruined was a handbag we purchased while in Italy and was very expensive, as you can imagine, I was very upset.

My husband ran to the front desk for help, he was told “there is no mop maybe I can just give you a lot of towels, I am sorry and I will write this down for the manager.” They provided us with many towels to clean up the water. At checkout we talked to the associate about the issue from the night before and she informed us that it has happened multiple times and they keep letting people stay in that room. She provided us the contact information for the manager of the hotel and corporate and was apologetic.

I emailed with him and would never receive a response, reached out to corporate also with all the photos and details. I did not expect to be compensated for our damaged personal items, however I felt the entire issue could have been avoided if proper maintenance was done and due to the inconvenience I requested a refund. Corporate informed me that their notes from the manager said he had spoken with my husband about the issue and there was nothing he could do because we overfilled the tub. Corporate also said there was nothing they could do, that the manager would have to resolve the issue. Since then I have emailed MULTIPLE times with no response, whenever we call the manager is not available. I emailed from a different address to see if I would get a response and within 30 minutes the manager responded to my email and I then explained who I was and never got a response back. This is absolutely the worst experience I have ever had with a hotel and customer service. We stayed at the Best Western in April and have still been dragging this issue out for 5 months. I continue to reach out to the manager on a weekly basis and never receive a response.

1 week update after response from management to this review *** still no response/ correspondence from hotel management

Cathleen

Positive: Location is great. The breakfast and the lady who staffs the breakfast is wonderful. Negative: The room and hotel is very worn down and not really kept up. Examples - lots of scuffs on the floors and walls. The toilet paper was on the floor because there was no TP roll holder in the wall-mount. There was hair (not ours) on the floor.

TravelinSalesGuy

Poor guest management and sour smell along with mold. Lost reservations broken breakfast amenities and almost no people at the front desk to help at all. All this made move farther away and drive longer to avoid all of this unpleasantness. Horrible

Tina Reese

Will never stay here again!!! Room door would not latch, deadbolt didn'twork, not hot water in shower, blow dryer didn't work, window treatments didn't work well, microwave didn't work, exercise equipment was broken, pool & hot tub not clean (during record heat) or working, pool light was hanging with exposed wires. Oh and they would not give me rewards points either! Only saving grace was pretty empty, TV &AC worked, beds were comfortable. NO manager available to talk to, never came in over a 3 night stay. Will NEVER stay here again.

Tom H

The shower in the room was very nice. Overall, the hotel was nicer than it was on my last visit. Only negative was the pool was dark algae green and closed. Only a problem if you want to swim.

Jeffery Scott “Strawman”

I have read a lot of reviews here about recent stays, and I have to say, we didn't have ANY of those issues.

We reserved a room for the weekend of April 20th, 2024. We were working at a car show next door to the hotel and wanted to stay over to spend time with a friend's family who lived in the area.

So here is my detailed review:

Room Type: We requested a Disability Room with 2 queen beds. It was cheaper than the regular rooms which I appreciate since I am disabled.

Bathroom: This is really where disability makes a difference. They had a clean walk-in shower that didn't have a slippery floor, a folding bench on the wall in the shower, grab bars, and a removable shower head with a long hose which is everything I need. Well stocked with soaps, conditioners, and towels for 2 people.

Beds: Clean and comfortable. We got 2 Queens. They were NOT HARD AS ROCKS like other hotels.

Amenities:
- A/C wasn't cranked all the way down like we usually find at hotels, and it was nice not to walk into an ice house. We set the A/C where we wanted it and it worked perfectly.
- Big TV
- Table and chair was nice.
- Desk had everything I needed to do my laptop work on.
- Wifi was strong for being in the middle of nowhere. No Issues.
- Long table with TV was clean and nice. Long bench next to it was clean and well taken care of.

Pool: Our 2 friends and their 4 children came over for a swim and we all had a great time. The bathroom wasn't working outside so we had to cart kids into the Hallway bathroom, but it wasn't horrible. Pool and deck were clean, all seats were well arranged and also clean, and the bar area was a great place to sit and talk.

Staff: EVERYONE was super nice and happy to see us and very helpful. All fees were correct at the end of our stay.

Prices: It was higher than I am used to but not horrible. It was worth every penny for us since we were working next door. Not an unexpected price for the area.

Breakfast: WOW - We've had a lot of hotel breakfasts, and this one was really good. Sausage, Eggs, Bacon, Waffles with the BW Logo in the middle of it... and it tasted good! There was a lot more food than that, but that's what I levitate to. Super nice lady working the kitchen, and everything was very clean.

I simply didn't see ANYTHING these other bad reviews saw.

I WILL BE BACK since we have friends who live in that area.

Penny F

The front desk people were very lazy and unprofessional. No hot water for 4 days, but reported it every day. Was not offered to move to another room. (We were almost the only people there as paying customers.

volup Volup

Even though I had 3 people on the reservation list, there were only towels enough for two people.
The price for the hotel room is not conducive to the accommodations. The pool was a disappointment as well. very dirty and it looked like nothing was changed/upgraded since the last time I was there, which was over 10 years ago.
Even though it was Easter weekend, the prices of the rooms were way overpriced for the what we actually received in return.