Best Western Carlton Suites

We checked out yesterday March 6th 2025. The hotel itself was nice, but the staff there the morning of checkout, were awful at customer service! We asked the front desk for a bottle of water, and they refused to give it to me. We paid good price for the room, and they put an incidental hold on my credit card for over 100$ for “incidentals.” They said there’s a vending machine down the hall or the city water from the dispenser, those bottles of water at the desk are for our “members”. I didn’t have change for the vending machine, I don’t drink city water and neither do my kids. It’s not healthy for you. I asked if they would put the bottle of water on the room, and they said no they don’t do that! Really? Then what are the incidental holds placed on my account for. I have worked front desk for many hotels and we always gave a bottle of water complimentary, and the hotels that didn’t give them complimentary, we charged the guest a dollar to their room. They literally let me leave the desk frustrated, telling them their service is awful and it should be complimentary or charged to the room, then I find we don’t have any shampoo or conditioner in the room for my family of four, so I go back to the desk and I asked if we had to pay for shampoo and conditioner too, and the front desk manager said “ no, and you don’t have to be rude” I said excuse me? I’m just asking for soap and water, It’s not rude, but I will en writing a review! So there you go!

Hard beds . This property needs pillow top mattresses to ensure guest a comfortable sound good nights rest. loyalty bottled water at check in was not provided as per the Best Western franchise loyalty program . Your frequent Best Western travelers appreciate being taken care of .

I booked room online and paid. I have stayed here before no problems. I am a cancer patient and stay for hospital visits. I go to check in and I’m 58 years old with my husband and they demand 100 deposit. When I booked room, there was nothing about this. Will not stay again. 2 weeks to get deposit back.

The absolutely worst hotel experience that I have ever had. We actually left shortly after checking and seeing how awful this property was. The room was dirty, the door barely closed. There were dogs barking incessantly in neighboring rooms. The elevator barely creaked up and down. The layout was awful. I wou;ld recommend avoiding it at all costs. The Drury Inn across the parking lot is a wonderful hotel. Unfortunately, they were full. So, we walked away from our non-refundable reservation and drove to Montgomery where we found a much nicer hotel.

We checked in and after having dinner went back to the room. The bathroom floor was flooded. The night staff could not move us as the hotel was full so brought up about 10 towels for the floor. The AC was not working properly - had it on from check in until 7 am the next morning at 60 degrees and the room never got cool. Night staff came to look at it and reset the unit but said they have to do this all the time. 3 lights were out and the couch was ripped. Elevator did not work great - took about 5 minutes once in elevator for it to go 3 floors. The safety of the hotel was worrisome. A man would not get off his floor as he was worried for my daughter and I in the elevator and wanted to make sure we were ok The next morning the manager did not care and argued with me when I requested a refund for the night. The night staff was willing to refund me some money but said to wait until morning as she could not refund as much as the manager. After persisting I finally received a discount ted rate but not nearly as much as I should have received. I was informed by my credit card company that I have now been double charged and have called customer er card and the hotel waiting for this to be refunded. Terrible service, disgusting room.