Best Western complaint: Uninhabitable roomderanged employee trying to get in room

First – I was charged the full price for the stay before I arrived. I had to change my check in day because we had a delayed flight. We were flying in to Kansas City from Phoenix because my brother died suddenly. I called the hotel and let them know and the man I spoke to said it was no problem. When I arrived I noticed the full stay had already hit my account. We checked in and the room and went to be with family. Upon our return the room was not clean. The toilet and tub were not working and we needed extra pillows (my daughter is 30 weeks pregnant) – which they didn’t have. The moved us to the room next door and we took some pillows with us from the old room. We were awakened by a huge bang on the door. My daughter opened the door and a man that appeared deranged apologized saying he accidentally hit our door with a roll away bed. He then started shouting and demanding we return the pillows we took from the uninhabitable room we had just left the night before. We had been asleep – after being on two long flights and several hours at the airport. We got up at this point to get ready and head to the front desk to complain and noticed water all over the floor from the air conditioner. I told the woman at the desk I wanted a refund, the rooms were awful and not working and the man banging on our door scared us half to death. She only refunded the one night they charged me when we weren’t even there. This hotel is in very bad repair. The management is terrible. The maintenance person – or whatever he is – appears to be unstable – and frightened us beyond belief. I believe my stay should be refunded and an immediate audit of this property be done.