TLDR: rented a non-smoking room, it was smoky when we showed up, I tried to negotiate a fair reimbursement with the GM and she became extremely aggressive with me, explored BBB and got nowhere because Best Western didn't respond. I would not recommend staying at this hotel. It was a bad experience.I booked a room at the Best Western Green Bay Inn Conference Center for the evenings of Saturday December 29, 2018 and Sunday December 30, 2018. I booked the room as a standard room, 1 king bed, non-smoking for two adults. I arrived for check-in the evening of 12/29 around 5pm. After checking in at the front desk, I went up to my room. The room reeked of smoke. I immediately went down to the front desk and asked to be re-located. The staff said that they couldn't re-locate us that evening because they were booked solid (due to the Packers playing the next day - we were in town to see the game). At that point I requested a discount. I was told that this needed to be discussed with the front desk manager the following day as the night staff couldn't make this decision. During this discussion, the night staff front desk clerks Krista and Brenda informed us that the previous night they rented the room to an individual that they described as unkempt and sketchy. They considered not renting the room to this individual, but they were fearful of a confrontation, so they decided to rent the room out, even though the man appeared to be unkempt. Therefore we spent one night in a room that was advertised as non-smoking, but clearly had a smoky smell. The following morning, I went down to the front desk around 7am to discuss with the front desk manager Mary. I had left a note with Krista and Brenda for Mary, but that note never got forwarded to Mary. I discussed the issue with Mary, and she said that a discount would have to be discussed with the GM. She offered to re-locate us for the evening of 12/30, but did not explain the relative proximity of the room nor whether it was equivalent or not to the room we were currently renting. She was busy because it was the day of the Packers game. It was explained to us that the room wouldn't be available until 3pm on 12/30. I told her this wouldn't work for us since we had plans for the entire day, and it was extremely inconvenient for us to move rooms due to our plans for the day. Mary explained to me that since I booked the room through Expedia, that Expedia would have to credit me for any discount that the GM offered. At that point I called Expedia to file a complaint about the smokey room. Expedia explained to me that they would sort out the issue with the hotel. This all happened before 10am on 12/30. As I checked out on 12/31, I asked to discuss the issue with the GM. The GM informed me that she would issue me a $43 discount for one night (for context, we paid $255 per night, and the room typically rents out for $135 when there is no Packer game. Additionally they charge guests $250 for a smoking fee - they probably weren't able to collect this, but that's the businesses problem, not mine) . I stated that this seemed unfair. At that point, she became very aggressive with me and very confrontational. She acted very rudely, and I felt uncomfortable continuing the conversation with her. She seemed unwilling to negotiate with me in person, so I explained to her that I would file a complaint through the Better Business Bureau, since I have rights as a consumer. I filed a complaint with the BBB on 1/8/19. After multiple efforts by the BBB trying to contact the business, they eventually closed the complaint because the Best Western never responded. I'm trying to resolve matters through the Wisconsin Department of Agriculture, Trade & Consumer Protection Bureau of Consumer Protection currently, but figured everyone else should know about my experience.
