Business ProfileforBest Western Plus North Haven Hotel

We arrived on 8/29 for 3 days 2 nights through a 3rd party (Priceline). After walking in the lobby, my spouse and I observed a mop bucket on the floor with water dripping from the ceiling followed by an odor that smelled like roach ridden cleaning chemicals and visibly dirty carpets. Hoping are room would be better, we checked in. Once on the crowed elevator, we pressed #4 for our floor. We then stood there, in the crowed elevator for about 2 to 3 minutes. The elevator then jerked a few times, went to the 2nd floor, stopped, and a minute or two later, opened. This was the same process to the 4th floor. Once entering our room, the stench slapped us with such force it made me feel 10 pounds heavier. We immediately used the steps to go directly to front desk to have our reservation cancelled so that we could get our refund. The clerk at the front desk stated that she could not refund the money we paid for the hotel; and that Priceline was our only recourse for a refund. Upon contacting Priceline, they informed us that Best Western had to send a cancellation request to them in order for Priceline to provide the refund. It is interesting, if factual, that the clerk at this BBB "F" rated establishment lied to us about the refund process. Priceline then added that they actually had already paid the hotel, so the hotel would be responsible for the refund at that point. It appears that the clerk, through trick and device (lying to the consumer to hold the refund), and by deceitfulness, intentionally deprived us of our money and gained that money in this transaction, for their business or themselves. I smell evidence of crime here. I wish the government could put a stop to this legalized theft by the slumlord hotel owners/management.