Stayed here for four nights in April with my elderly father and his wife while visiting family in the Bay area. WILL NOT stay here again due to pathetic customer service from the hotel manager Dan Karki.
Our main complaint was that, upon check-in, the bathroom smelled like a sewer - literally. We had to keep the door shut, it was so nasty. I immediately went to the front desk staff to complain of this, and complained on four separate occasions during our stay. The two young female desk staff made little effort to correct this issue or offer another room to us, even though they accompanied me back to our room and agreed the bathroom smelled horrid, like a sewer. By night three, when we again returned to the hotel to find that the bathroom STILL smelling horrific, the same two female staff offered us a new room. Keep in mind – I was with my near-90 year-old father and his wife, so it was very inconvenient and stressful for them to move. I moved all of our things next door where the bathroom smelled perfectly fine.
At checkout, I discussed the bathroom issue with a very professional and courteous front desk male staff, and I asked for compensation for the sewage smell and our inconvenience. He said he'd contact the manager, Dan Karki, and call me back later that morning, which he did – my dad and his wife are witnesses to his return (speaker) phone call. He said Dan Karki had agreed to compensation and that I'd receive a verification email of this within four days. He also said Dan would call me personally.
After a week had passed, with no email or phone call from Dan, I called the hotel. They had no phone number for Dan and said I needed to email him. (No contact for the hotel manager? This makes no sense to me). I emailed Dan – the email bounced back as "no serviceable email address." I called the hotel again – they still had no contact number for Dan but said they'd call him and have him call me right away. I never heard from Dan. I started calling the hotel again, and called four days in a row. Dan was never there; the female desk staff said they “didn't know when or if he'd be in” on any of those days.
At that time I called BW Customer Service and made a formal complaint. They created a file, said they'd contact Dan, and that he had two days to respond and to call me. Dan didn't call me, the female staff did - with a piddly compensation of $60. (Our total four-night stay was close to $700.00). She also stated that Dan was claiming the male staff had never called him the morning I checked out, that Dan had never agreed to compensation, and that I'd been given "incorrect information." She said the male staff would be "talked to" about this by Dan. (Sounds like Dan treats his employees as poorly as his "customers").
BW Customer Service gave me a follow up call and agreed there should be, in the least, one, if not two night’s compensation for the 'sewage' smelling bathroom and inconvenience. They gave me some hotel points. They said the small compensation from Dan was inadequate and that they'd contact Dan and have him call me for sure. I still haven't heard from Dan to this date.
I then researched Trip Advisor (and other travel sites) for complaints of this hotel specific to “management,” and found complaints specifically naming Dan Karki that go back before 2012. All have terrible reviews of this manager's lack of customer service and follow up with his customers. It's unclear how BW can stand behind such poor and unprofessional management.
I then contacted BW Corporate Office and spoke with a wonderful representative. I told her I have worked for a large medical corporation for over 30 years, and that we'd never treat our customers (patients and families) this way. I also informed her my father and his wife, and I, have traveled around the world, and that I grew up traveling and staying in BW hotels over the years, but never with an experience like this. I told her I wanted the BW Corporate Office to know of my experience with the manager of Coyote Point Inn. She thanked me and said they'd follow up.
My advice... Find another hotel... This one (and it's management) literally stink. less