Best Western Plus Bay City Inn Suites

I reserved this accessible room from 7/3/25 - 7/7/25. Me and my mom checked in on 7/3. She is partially paralyzed of the legs. On the morning of 7/3, moved a coffee table in the sitting room to make sure that my mom can sit in the couch and discovered that a cluster of mushrooms were growing out of the floor underneath the air conditioner! I took some photos and reported the findings to the front desk, Hailey. She let me know that there was only one accessible room in the hotel and that she will find out from her manager if they could provide similar accommodations at a nearby hotel. Approximately 40 minutes later, the housekeeper saw me in the elevator and told me to go see the front desk. Haley told me that she spoke to her hotel manager named Jessica about the situation and that Jessica said that they cannot accommodate me at a nearby location and that they have provided me with a refund. I let them know that I did not see a refund in any of my accounts. And I did not receive an email saying that a refund was being processed. I also asked for a formal letter explaining that my room was canceled for a health concern, and that they were not able to further accommodate me. The hotel manager said that she was not able to provide me with a formal letter. I was then given the corporate number for Best Western but denied to receive the email address. I called corporate who was not able to provide me with any other accommodating options to help me out with my situation. They also were not willing to accommodate me at another hotel. When I asked if they could find out if I can just get another room in the same hotel that was not accessible, they claimed that they already processed the refund and that I will have to pay out-of-pocket. I can let them know that I did not receive a email confirming a refund, and that a refund was not reflected in any of my accounts, and that I did not receive a phone call from anyone and giving me any information about a refund. I called my third-party booking and they claim that they do not have a refund request on file. I am now left stranded with my disabled mother all the way in Houston coming from New York. This hotel needs to be investigated for health concerns and for mismanagement. I’m going to see if I can attach photos of the mushrooms growing out of the floor.

Nice place.

mold in restroom and didn't get garbage all week and no fresh towels. my husband got us some fresh towels and the wash clothes was dirty like they were cleaning rags

That room were not clean mostly bath room shower curtain was very dirty and bathroom door. The little refrigerator smelled like old food

The hotel smelled like mildew and there were signs of bed bugs. The staff was great though!

Seems like a nice 1 night stop over property.