I booked one night (5/10/24) only through the Best Western Hotels & Resorts website, I signed up for the Best Western Rewards program and as a Blue Member the rate code used was ”Rewards Member Book Early And Save” I paid $ 142.16 (taxes included). I visited Managua for a few days. I planned accommodations at a different hotel except for the last night. My AA flight was scheduled to depart at 6:25 a.m. I didn't feel safe taking a cab from the other hotel in the early hours of the morning to the airport since I was traveling by myself, for this reason I booked the last night at Best Western Las Mercedes; this hotel is located across from the airport. I went to bed early. I was assigned room #48, the first room to the right outside the lobby area. Sometime before 11:00 p.m. I was awakened by the sound of water drops. The beds do not have a headboard, there are light switches located on the wall behind the pillows. I turned the light on and noticed water dripping from the ceiling onto the nightstand close to me. I got dressed and went to the lobby. Marcos the attendant who had assisted me during check-in was still at the front desk, there were other employees there as well. I told him what was going on. I stood there waiting for someone to go to my room and look at the leak in the ceiling but that didn't happen. I stood outside my room for a few minutes waiting for help. An employee walked by me, went down the hall and opened a room's door, close the door and came to me and said, ”I will help you with your suitcase.” I grabbed my things and followed him to room #54. I asked him for the name of the Manager On Duty, and he said, ”Dixon” I asked for a last name, he said he didn't know it. The A/C temperature was set at 17 degrees Celsius in Room #58; the previous room's A/C was set at 23 and it was blowing cold to the point I dialed the temperature to 25 degrees. The A/C in Room #54 was not blowing that cold at 17 degrees. I went back outside and asked to speak to the manager, Dixon Valverde. I explained the events of the night and told him I wanted a discount towards my bill for the inconvenience I was going through, he first said in Spanish, ”I apologize the room is not up to your standards, but we cannot control mother nature.” referring to room #48. I listened to him and could not comprehend, what does rain (mother nature) have anything to do with a leaky roof? He then said in Spanish, ”We cannot give you a discount because you used a platform to make your reservation, you didn't book through us.” I replied, ”I booked my room through the Best Western webpage, are you saying I was supposed to call your hotel here in Nicaragua to make my reservation? Who does that? I have never in all my years traveling contacted by phone every hotel I planned to stay at.” Regarding the A/C in Room #58 he said he could send someone to look at the unit, I said,” The ceiling leak woke me up, it will probably take me a couple of hours to fall back asleep again, I have
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