ABSOLUTELY BRUTAL! We were in town for a wedding & the day of the wedding, literally when we got back to our room, the toilet in the room above us EXPLODED and leaked all throughout or bathroom & room. SH*T Happens, and literally in this instance it did, but OMG the lack of response, accountability, & willingness to make it right from that moment until now has been nonexistent. It took HOURS before they could finally move us into a different, smaller room, and of course we ended up being late for the wedding. Both NIKKI and CARLOS assured us they would take care of our bill and apologized for the inconvenience with such ease that we believed them, guess what, they didn't remove a single thing from our bill. This stay was so awful I'm pretty sure it's illegal, but what recourse do I have? When I call they put me on hold and no one calls me back or returns my emails. I will NEVER STAY AT A BEST WESTERN AGAIN!