Best Western Heritage Inn, Concord

I booked my room 3 weeks in advance; they never told me I would be paying a deposit. I checked in and it was never explained there would be a deposit. The day I checked out, again, no one explained a deposit was held nor when it would be released. I called my bank, then the hotel as they instructed me to do to speed up getting my deposit back. The manager on duty Grace, said she's not sure why they said that because that isn't correct.

Liked: The orange juice.
Disliked: Management.

We stayed to see a show at the Concord Pavilion. It was very accommodating.

Liked: Large room and a wonderful breakfast.
Disliked: Soda machine rejected paper money or was empty. I would like a shuttle to the Concord Pavilion, if feasible.

Disliked: Very disappointed to find a cockroach in our room when we returned from the concert we attended. We were very tired knowing we had to leave early the next morning. We did not go to the front desk to complain at the time, we did not thing that anything could be done so late at night. Spending over a $100/night, I would not expect that kind of care.

Over all we had a great experience with Best Western.

Liked: We arrived an hour early prior to check in and we were ableto check in. Once in our room we got a call to see if we needed anything. They had just washed the carpets (a bit wet) and got new furniture. So we knew our room was clean.
Disliked: Everything was good except the eggs for breakfast. They looked like they were plastic - I didn't even try them.

Exceptional

Liked: The location , and the staff
Disliked: Nothing

Pleasant

Exceptional

Better than expected/Good Value

Liked: Front desk staff was nice; Quick check-in/out. Clean, Comfy and Quiet. Location convenient to stores, eateries etc.

It was great

Liked: Everything

Disappointing

Good

Terrible. I couldn’t stay in...

Liked: The location was near family and friends.
Disliked: For a Best Western, it wasn’t as nice looking as expected. Although “pet friendly,” they only have 5 pet rooms and the rooms are carpeted. My room smelled so terrible (of pet urine), I couldn’t stay there and left. It was very upsetting to my elderly mother. My dog was also confused and upset by the strong smell. Pet-friendly rooms should not be carpeted! Booking.com had upgraded my pet-friendly room to a lower price, but the hotel wouldn’t recognize the discount saying booking.com wasn’t authorized to offer the discount. The hotel refused to refund the ~$175 I (over)paid.