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.