Dear Marilene,Thank you for completing the survey regarding your recent stay at our property. Every hotel will have a different deposit fee for prepaid reservations since you paid a third party reservation agency and not directly to the hotel. Yes, we do not have an elevator. We cannot guarantee first floor, you can place a request for a first floor room. We do try our best to accomodate the guest but is not always possible. Your business is very important to us and we value your feedback. By telling us what you liked about your stay and how we can improve, you are helping us deliver a superior experience for you and other guests in the future. If I can be of assistance in the future, please don't hesitate to contact me at 707-763-0994.Thank you again for taking the time to complete the survey. We appreciate your loyalty to our brand.Sincerely,Catalina AlcantaraFront Office ManagerBest Western Petaluma Inn

Thank you for your review regarding your recent stay with us. We are sorry that we were unable to meet your expectations during your stay. Guest satisfaction is something we strive for every day and your feedback is very much appreciated. Please know we use all feedback, both positive and constructive when reviewing the services and accommodations we provide to our guests. If we can be of further assistance, please don't hesitate to let us know.

Dear Traveler,We apologize for not exceeding your expectations. We are planning renovations for 2024 and hope that you will try us again when staying in beautiful Sonoma County.Regards,General Manager

Dear Traveler:I apologize for the confusion. We don't allow customers to check into rooms that are booked under another name for security reasons. I realize that because you are a construction crew it would seem that we should bend the rules and allow everyone to check in; however, we have actually had several instances where we checked in crew members not on the reservation only to have the owner/foreman refute the charges based on the fact that he/she did not authorize the room (and since someone else signed for "his/her" room, the bank refunded the money). In speaking with my assistant manager, I believe you should have already received the refund (it may have taken longer because of Expedia). If not, please contact me and I will make sure it gets taken care of.Regards,Bob E., GM