Best Western Plus Pontoon Beach

Room was dirty There was pubic hairs in the sink The power was out for 2 hours after I checked in and the pool was not up and running like the booking said And They would not refund any of my money when I asked to leave within a couple hours after checking in. Would not recommend this hotel and hotels.com was not helpful in getting me refunded even though I paid for the insurance. Highly disappointed with both the hotel and hotels.com

Only elevator was broken the entire trip. All three people were over 60 years old, this was an issue wi with luggage. Nobody on staff could help us carry the luggage up the stairs. Staff was able to move the 3rd floor room to the second floor with the rest of us. We were scheduled for two rooms and the staff gave us a third room. Pool looked like it had water issues, carpets were worn. Couch in one room was torn. Rooms were clean.

Everything was very clean. Beds were very comfortable and breakfast bar was well maintained and food was good. We had an event to go to and were able to get in our room a bit early.

BEWARE: the front desk only checks ID when you check in. Another hotel guest who was drunk according the hotel staff was given a key to my room without the front desk checking his id. If they had taken the time to check they would have realized he had given them the incorrect room number. Hotel management has not bothered to contact me to apologize or offer an explanation as to why this happened. The next morning I went to speak to the manager but they were unavailable but Connie, at the front desk was kind and did her best to comfort me. My husband and I have stayed here several times without issues but we will not be back. It is bad enough that it happened but to have no response from management is ridiculous.

Clean room and bathroom. Nice staff and comfortable bed.