Best Western Plus The Charles Hotel

Reviews

• DR

  david jonatan hernandez rodriguez

  1 day ago
  5.0
  Excelente lugar para descansar
• TM

  Tobias Mcnabb

  Oct 20, 2025
  3.0
  The location to the convention center was great for the price. I loved how it was next to a variety of restaurants and even a grocery store. The included breakfast was above what I was expecting. However, the wifi was awful and didnt work at all on my floor (and only marginally better int ur lobby). In addition, the shower was very subpar. Very low pressure all weekend, and the temperature ranged from barely lukewarm to scalding hot. Only one toilet paper roll in the room all weekend was a bit odd as well. Overall, you get what you pay for, and I'd probably book this again as long as it's significantly cheaper than the hotel connected to the convention center, but I would plan around the lackluster accommodations.
• DW

  Dr. Steve Watts

  Oct 12, 2025
  5.0
  Great location... can get to anywhere quickly.
• KB

  Kevin Bernardy

  Oct 5, 2025
  1.0
  Incredibly rude front desk staff Pya. Booked a handicapped accessible room months in advance > upon arriving they notified us that it was overbooked (only after asking about it). After taking our incidental deposit and trying to check us in, we asked about the accessibility and were told with lack of care that it was indeed not a accessible room. There was no attempt to rectify their mistake > and a filthy attitude that came from Pya. Some minutes back and forth and she started cussing us out, Ive never seen anything like this. After realizing this was not going to work out we asked to speak with her manager and Pya pretended to get her manager on the phone, which we have come to find out was just a coworker who was not on shift that day, Sharon/Shannon. She pretended to be her manager and when asked they acted like they canceled and refunded the $1500 hotel stay. When asked for a confirmation receipt or anything of the sort they claimed they could not give this to us and assured that a refund was initiated. After calling the hotel back to try to file a complaint with the manager we actually got Sharon/Shannon on the phone, and she slipped up to let us know she was actually NOT a manager. When asking to speak with the ACTUAL manager Gina, she started getting an attitude and hestitantly told me when I could actually speak with the manager. Anyway, we called the third party that we booked through and they confirmed that a refund had never been issued, so TLDR: Front Desk staff is shady, rude, and a pile of garbage smells better than their attitudes. They tried to steal our money and attempted to leave my disabled grandmother stranded in another country to fend for herself.
• RA

  Rox Ana

  Sep 18, 2025
  3.0
  As long-time guests who have stayed at this Best Western Plus location regularly over several years, we've generally had positive experiences. However, our most recent stay left us disappointed due to poor communication and customer service regarding amenities. The hotel continues to deliver on many fronts. Our room was spacious and well-appointed with a comfortable bed, good lighting, and functioning outlets throughout. The television was nice, and we appreciated the comfortable color scheme that creates a welcoming atmosphere. Housekeeping maintains decent standards, and the bathroom is a reasonable size with the added bonus of a working fan. The iron and ironing board were in good working condition, and check-in was generally smooth. The lobby area features an impressive coffee machine, and the breakfast offerings were decent quality. These amenities continue to make this a solid choice for travelers. Unfortunately, our stay was significantly impacted by infrastructure and service issues. We specifically reserved a jacuzzi room through Best Western's central reservations system using accumulated reward points we'd been saving for this trip. The reservations agent had no knowledge of any issues with the jacuzzi amenities. Upon check-in, we discovered not only was our jacuzzi broken, but the backup jacuzzi room was also out of order. The evening front desk clerk's response was dismissive and unhelpful, essentially stating that if we had checked the website, we would have known about the broken amenities. No alternative solutions were offered, and we were told to "take it up with the manager in the morning" if unsatisfied. This level of customer service falls far short of what we'd expect, especially for loyal returning guests using reward points. The disconnect between Best Western's central reservations system and the hotel's actual amenity status is concerning. If both jacuzzi rooms were out of service, this information should have been communicated to reservations to prevent exactly this type of guest disappointment. Beyond the jacuzzi issue, the room showed signs of wear. The bathtub has visible cracks indicating it needs replacement. For such a large room, the furniture is insufficient – a comfortable chair would greatly improve the guest experience. Additionally, the refrigerator placement in the small wardrobe, combined with the ironing board storage, leaves minimal space for clothing, making it particularly challenging for guests with winter jackets or longer stays. While this Best Western Plus location has many positive qualities and has served us well over the years, the combination of broken amenities and poor customer service communication significantly impacted our recent experience. For a hotel that markets jacuzzi rooms as a premium feature, having multiple units out of service without proactive guest notification is problematic. We hope management addresses these customer service and maintenance issues, as the location has potential to continue being a quality choice for St Charles visitors.