Dismal conditions, no resolution
My 2nd night, the fire alarm went off quite a few times from midnight until 6am due to a water main break. No one in the hotel staff knew how to manage it. Another guest, an off-duty fireman, attempte... more
My 2nd night, the fire alarm went off quite a few times from midnight until 6am due to a water main break. No one in the hotel staff knew how to manage it. Another guest, an off-duty fireman, attempted to help but the employees had no access to any tools other than a wrench. I requested a refund for that night of my 5-night stay. I was refused. The manager has still not called me to resolve the situation. I was upgraded to a suite on check-in. However, the room, though large, was shabby and dirty. The carpeting was so grimy I used socks that turned black. I threw them away. The window sheers had long rips and the patio door was painted shut. The lock on the room door handle did work, but the security lock was missing. The microwave was dirty, the cupboards and drawers of vanity and sink areas were sealed shut, but not washed clean. The bedroom door was broken, though it did close. There's a long flight of stairs, no lift, to room 404. Those stairs are shabby & filthy. The security door to enter the building does not remain closed. Extremely disappointed in the lack of cleanliness and the fact that no one has resolved the problem of no sleep the night of the alarms. I appreciated the breakfast having eggs & cheerios for gluten-free. less
Gabriel R, General Manager at Best Western Brentwood, responded to this review
I would like to sincerely apologize for this situation. I also understand your concern. We have fix the fire alarm situation the alarm went off due to a water pipe got busted. This is not a normal occurrence and we have been made aware. I understand how you feel unsafe but I assure you we take all guest safety 100%. I would also like to inform you that there were no casualty during this incident and that is what matters to us the more than the damage to the property. Your valuable comments will be shared with the appropriate individuals to let them review the concerns you mentioned. I also would like to add that I was working the morning the fire alarm went off If you would have talked to me I would have taken care of your concern.
I would like if you would give our hotel a second chance at your leisure.
Again, I do apologize for this situation and the feeling that you currently have.