Best Western Harborside Inn & Kenosha Conference Center

I'm not even sure where to begin in regards to my experience with the Best Western Harborside Inn in Kenosha, WI.
Let's start with making the reservation... We had to call multiple times just to get our reservation. We were making a reservation as a part of a block for a wedding. When I called (and was finally able to get through), the girl on the phone put me on hold for FIVE minutes, before finally just disconnecting me. When I called again, she was extremely rude when I asked why she hung up on me. I then asked her to make the reservation without putting me on hold... immediately after she said, "Ok," and put me on hold. I called again to speak with a manager and she replied that no manager was on duty during that time (6pm). I stated that I would call in the morning to speak with someone more competent.
For medical reasons, we needed a fridge in our room, so we called to confirm that there would be one. She said that all we need to do is let the front desk know at check in that we need a room with a fridge. We reserved one room for Saturday night and two rooms for Sunday night (one extra for our babysitter) and when making the reservation, we let her know that they needed to be close-by. We were told that we would have to switch rooms for Sunday night to have two rooms on the same floor - This made no sense.
Upon check-in, there was one person working at the front desk, and about 5 people waiting in line to check in. Our room was not yet ready, (understandable, since it was 2:30 and check in isn't guaranteed until 3pm). We did not have a fridge in our room and they had to request maintenance to bring one up.
When we go to our room, we were appalled. There was visible mold on the walls, hair in the bath tub, electrical outlet faceplates coming off the wall, and garbage stuck to the ceiling. With two kids staying in this room with us, there was no way that we were going to expose them to such filth and danger to electrocution. My husband went downstairs and demanded a new room. He was initally told that they were completely booked and that we could stay in a different hotel. My husband said that since we were part of a wedding that we would absolutely not be moving to another hotel since we had to be near the venue. After a half hour, the manager offered us a new room which was much better, and explained that floors 1-3 have been recently renovated, and floors 4-5 have not been. I still don't understand why they would charge the same amount for a newly renovated room as the old and extremely unkept/low quality room.
We were pleased that the manager made it right and that we could finally begin our weekend. Little did we know that it would only get worse from there.
The fridge in the new room was so full of frost from the freezer section that the freezer door would not shut. This was in no way a big deal since we actually had a cold fridge to begin with, but it does not meet "quality" standards for an appliance.
We were then told that we no longer had a second room for Sunday night and that they were "completely booked." Isn't the point of making a reservation to RESERVE A ROOM? Clearly, Best Western doesn't understand this concept. That being said, we had to request a 2nd cot for our room so that our babysitter had somewhere to sleep.
While my husband, oldest son and I were at the wedding, my babysitter was in our hotel room with the baby. Around 10pm, someone opened the door with a key card. Complete strangers walked into the hotel room and told the babysitter that this was their room. I won't even let my mind wander to the idea that those people could have been dangerous or potentially kidnap my babysitter and 6 month old son. After speaking with a few other guests the following morning, it had also happened to FIVE OTHER PEOPLE.
These are the issues I had myself. Nearly every single person in our wedding block had an issue of some sort that was beyond unacceptable. The bride and groom, for example, were still charged for their room even though they were told it would be free with 10 reservations. My brother's door would not unlock with FOUR NEW key cards, and the manager came with a CROW BAR to open the door. My other brother, who has two small children, found screws and staple gun casings on the floor in their room. The staff were rude and careless and did little to nothing to remedy the situations until my husband threatened to shut the entire hotel down by calling the Fire Marshall.
Something needs to be done. This hotel threatens the safety of its guests by over-booking, providing key cards to occupied rooms, let alone the hazardous and filthy condition of these rooms.

Review: I reserved a room at the Best Western Harborside in the month of July for a wedding, scheduled on Sunday July 26,2015. The bride and groom had reserved a block of rooms for the weekend and I informed the reservation person of this when making my reservation and stated I wanted a room for Sunday the 26th, and she gave me a confirmation number. When I arrived on Sunday July 26,2015. I was told I did not have a room when I gave her my confirmation number she informed me the reservation was for Saturday July 25,2015 and was a no-show. I informed her when I made the reservation it was for only one night July 26,2015 and was never asked or told it was for two nights. The person taking the reservation made the error. I was charged for two nights which is not right I did not make the error.I have multiple times tried to resolve this on my own without success.Contacting the manager first it was "[redacted] she stated the charge of $147.54 would be credited to my account which was never done. When I tried to contact her again I was told she was on maternity leave. The next manager "Kim", I contacted multiple times leaving messages without receiving any return calls, My complaint: I was charged $147.54 for a motel room that I had reserved.Desired Settlement: I had submitted this complaint on August 15,2015,somehow the Revdex.com did not confirm my submittion so am resubmitting.REFUND TO MY CREIDT CARD OF $147.54

Business

Response:

We just wanted to let you know that [redacted]'s folio has been refunded and resolved since 11/8/15. I have emailed her a receipt of the refund. Thank you!