My family and I recently stayed at this Best Western, and while the property itself was clean and felt safe, our experience with certain staff members made the stay extremely uncomfortable.
At check-in, I was questioned about my disability in a way that went beyond ADA guidelines. Instead of asking the two approved questions, I was pressured to disclose private medical information, which was humiliating and unnecessary.
Shortly after, a maintenance worker falsely claimed that my trained service animal bit him. This never happened. Security confronted us before reviewing any camera footage and told us we “may need to be removed” from the hotel, which caused fear and confusion for my family.
After this serious accusation, no one followed up. We waited in our room for over an hour with no call, no explanation, and no investigation. When we later walked past the front desk and security area, staff avoided us and said nothing.
Housekeeping was kind, and the room was quiet and clean, but the way my service animal and disability were handled made us feel unwelcome the entire stay. I hope this location provides proper ADA training so future guests don’t experience what we did.