While the room was clean and the location was good, customer service was horrible. When I booked the room, I sent an email to Best Western asking what the policy was for early check in as I was having surgery the following morning and needed to start pre-surgery treatment. The reply was no guarantee could be made but to call the hotel the morning of. I called that morning and was told early check in was an up charge of $50, no exceptions. We were already on the road as we live 4 hours away. We arrived at the hotel at 12:45 and even though I shared my medical issues, no compassion was shown. The manager was in her office and didn’t bother to come out and meet us or apologize for their policy. We chose to sit in the lobby lounge instead of paying the extra $50. At 2:45 I again asked if we couldn’t get in to a room 15 minutes early and was told no check-in until 3:00. I understand having policies, but feel that rules could be bent under special circumstances. I will not stay at this hotel in the future.