Best Western Harker Heights - Killeen - Fort Hood TX

One of the more expensive hotels in Killeen and one of the worst. Sink, shower and toilet were dirty. Toilet leaked and flooded the floor after one use. The towels had a ton of stains on them she held to the light. Floor had stains. Website shows updated rooms but my room was clearly very old.

food variety could be better. not enough fresh fruit for all the guests

I made a mistake with the reservation and the front desk lady had me call a 1800 number to fix the issue. When I finally got to the phone representative they let me know that it was too late to fix the issue. Then they let me know that they had to contact the place to speak to the manager (the place where they told me to call the 1800 number) as I was on hold because the phone representative was talking to the hotel. I decided to get out of my car that it was still on the parking lot and as I walked into the front desk I heard the manager said his name and that he was the main manager. Then, the phone representative got back to me as soon as I saw the manager put the phone down and said that unfortunately the manager refused to help me with my issue. All this as I was in-front of him. I told the lady on the phone to give me a second and as I was still on the line with the phone representative I talk to the manager that he bluntly told me to call Hotel.com to fix the second reservation because the reservation made with the hotel was going to give him more money than the one from Hotel.com. I was in shock! He care more about money than been a good customer service guy and provide a pleasant experience to the customers!!! I told him that either way he was going to get money from me but Hotel.com gave me a discount that the best western didn’t. We argued back and forward and in the end he said “I will fix this issue for now but don’t let it happen again.”

Comfortable bed but pillows would not hold any shape. Water pressure good but A/C was loud when it turned on. Good breakfast and coffee.

The hotel and room was clean and neat. The bed was comfortable, and I will stay there again.

Initial customwr swrvice guy was sketch. But lady atbyhe countwr overnigjt was super nice.

Didn't use pool. And room was fine. Had a smell

Staff was great. Room was clean. Bed had us sleeping in longer than we usually do. Breakfast was hot and yummy. I'll recommend it to anyone staying in Killeen.