Best Western Plus Caldwell Inn Suites

Location: The location is convenient, easy to get on and off the freeway, close to restaurants. For example, 'Easy on and off freeway. Close to restaurants with a pool.'

I made this reservation on-line noting that we were bringing a cat. The website states that pets may be brought at the hotel's discretion. Shortly after making the reservation, I received an email confirmation that the reservation was accepted. I understood that they would welcome us with our cat. When we arrived there two hours later to check in, the young woman at the desk asked if we had a cat. We advised that we did and had notified the hotel of that fact. The woman said that she had just read our message, and we could not bring in the cat. We again noted that we had notified the hotel of the cat and they had confirmed the reservation with the cat. The woman said that was a mistake, that they could not accept the cat. We then asked for a refund of our money and further asked where to stay that would accept a cat. The woman advised us of a hotel that she thought took cats but refused to give us a refund. We said that she should give us a refund as we were not going to stay there, and the mistake in confirming the reservation was their mistake. She advised that we were incorrect. We could stay, but the cat could not, and if we tried to "sneak" in the cat, they would heavily penalize us. I then called Best Western to advise of the situation noting that we had stayed in Best Western hotels often over the past five years and they almost always accomodated cats. The people at Best Western headquarters ultimately said the franchisor had made a mistake accepting our reservation but that they would defer to the franchise owner and not request a refund for us or even a credit even though it was the franchise owner who had erred. Clearly, if we had made a mistake, they would have held us to what we had done. However, they expect us to forgive Caldwell Best Western for their mistake and pay for a room that they would not let us use with our cat even though they had accepted the reservation knowing that we were bringing a cat. With that, we will probably not stay in a Best Western again. They certainly care more about their franchisors than their customers and their good name. One of the things trademark owners are supposed to control is the quality of their goods and services. This obviously, is the quality that Best Western must like - ignore the customer and back the franchisor's mistakes.

It seemed a little trashy, not what I would expect from a Best Western “plus”. Did not look like the warm and inviting photos. The current color scheme seemed cold. The room was clean, comfortable bed, and spacious. We were only staying one night, so it sufficed. Nothing special.