Best Western Plus Universal Inn

Recent Reviews: 1655

• User:Daydream33002339194

  Trip type: Business

  Try the deli. Is your last stop

  24 Apr 2026

  Juliana is an excellent host at the deli. Her attitude, attention and smile just makes me feel like home. Very outgoing and not shy towards the guests. Definitely the hotel is really family oriented, clean and the people working there should be very valuable for the upper management.

• User:Anne H

  Trip type: Friends getaway

  Outstanding service!

  14 Apr 2026

  Stay was very nice, staff was polite, room was clean, location perfect. But my biggest rave is for service after the stay. I accidentally shipped an amazon package to the hotel location... don't ask... and when I called to see if they could assist with sending it to me Philip was awesome!! I sincerely appreciate his patience and understanding with my dilemma. I emailed him a prepaid UPS shipping label, and scheduled the pickup, he got it all ready, and my package arrived to me in just a few days. Will 100% stay with them again. Thank you Philip!!!!!

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• User:Connector31191970501

  Trip type: Family

  I recommend it

  05 Apr 2026

  Good experience, everyone was very friendly

• User:Breter

  Trip type: Solo travel

  Excellent beds.

  11 Mar 2026

  Excellent beds, quiet room, and good breakfast. The cost of this room was less than 1/2 the cost of rooms at the Double Tree across the parking lot where my conference was being held.

• User:davidma911

  Trip type: Family

  Worst check in experience ever

  05 Mar 2026

  As a long-time Best Western guest who has stayed at well over one hundred of your hotels around the world, I have always associated your brand with professionalism and respect. Unfortunately, this stay was the complete opposite.I arrived at approximately 11:40 AM and politely inquired about early check-in, making it clear that I was willing to pay any applicable fee, as I have done at other Best Western locations in the past. The front desk associate, Nick, responded abruptly that no rooms were available. When I asked if he anticipated availability later in the day, he simply repeated that no rooms were available, offering no explanation and no courtesy.My wife and I left for lunch and returned at approximately 2:40 PM, just 20 minutes prior to the posted 3:00 PM check-in time. Once again, when I approached the desk and stated that I was checking in, Nick told me that there were still no rooms available. When I attempted to ask for clarification, I was dismissed without explanation. I then sat in the lobby and waited until exactly 3:00 PM. At that time, I was suddenly able to check in without any issue. This inconsistency only added to the frustration and confusion.The situation escalated further when my wife was speaking in Spanish with a housekeeping staff member in the lobby, asking whether any rooms were clean and ready. During this conversation, Nick told my wife that she should not be speaking Spanish in the lobby. This comment was inappropriate, offensive, and entirely unacceptable. No guest should ever be told what language they may or may not speak. My wife was understandably upset and responded that he had no right to make such a demand.When I attempted to obtain Nick’s name from another front desk associate, Felipe, I was told he could not provide it. He stated he would give me his own name but refused to identify the employee involved. This lack of transparency only compounded the situation and gave the impression that the staff was more concerned with protecting one another than addressing legitimate guest concerns.I contacted Best Western’s customer service line immediately to report the incident. The representative documented the complaint and attempted to reach the manager without success. Two days later, the manager, Andi, called our room and explained that she had spoken to her staff and attributed the incident to “miscommunication.” While she offered apologies and explanations, the core issue remains: my wife and I were treated dismissively and, in the case of the language comment, in a manner that felt discriminatory.In all my years staying with Best Western, I have never felt mistreated or disrespected until this experience. The behavior we encountered does not reflect the values of hospitality, professionalism, and inclusivity that your brand promotes.

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