Review of Paradise Inn & Suites 3*

My husband made a reservation online for two rooms-king size beds. My 89 year-old-mother-in-law was traveling with us. We needed a room near to us so that we could hear her if she needed help. When we checked in, THE PARKING LOT WAS EMPTY. When we got to our rooms, we found that the two rooms assigned to us were not together and one was right next to the noisy elevator and across from the ice machine. My husband and I both went back down to speak to the front desk manager and requested rooms that are closer together. We asked that our room reservation request be changed to a king and a queen so that we could be right next to each other. The person at the front desk refused. When we explained our situation to her, she continued to maintain her position that because we had made a reservation online, the owner of this Best Western would not allow her to make any changes to the type of room that we needed. No amount of explaining would make her change her mind. I pointed out to her that it made more sense and was more customer friendly to give us room assignments (even if it meant changing from two kings to a king and a queen) that would allow us to be nearer my mother-in-law. I suggested to my husband that we go online and cancel the reservation and make a face-to-face reservation so that she would be able to change the room assignments. He pointed out that you had to cancel 48 hours in advance so we would still be charged for the rooms. I have traveled extensively for business and pleasure for 30 years. I have never encountered such poor customer service. I don't understand why a policy exists that forbids the front desk manager from making a change in reservation to meet the needs of a customer. The front desk manger was not the least interested or empathetic with our situation. She was more interested in following the policy than reaching out to the owner/manager of the hotel to ask for a waiver from this inane policy.