helpful and courtious
08/07/2018 4rat-sass, Fountain Valley, California
Well...To start out, I want to say we have stayed here about 7 or 8 times. It is the best hotel in the area for the price. Having said that, I want to say that this time we had issues with our reserva... more
Well...To start out, I want to say we have stayed here about 7 or 8 times. It is the best hotel in the area for the price. Having said that, I want to say that this time we had issues with our reservation that we made through Expedia. After driving 4 hours from Los Angeles in 116 degree heat, and our truck overheating on the way, we arrived to find out that the "pet friendly" room we thought we booked was not the room the hotel had for us. Needless to say, I was hot, tired and not to happy to hear that! In fact, I was rather unpleasant and surly toward Kelly the desk clerk (Sorry Kelly). However, she very professionally and patiently walked me through the process of contacting Expedia and cancelling the reservation. She then re-booked the room through the Best Western site. In the end, I got the room for $1 cheaper than through Expedia! You saved our vacation Kelly. Yenia, the other reviewer was partially correct. The Hotel was doing a long over due remodel. However it was not any inconvenience for us and I did not notice any bad odors as she stated. The room was clean, the breakfast good and the entire staff including the housekeepers were courteous. Thank you Kelly for all your help and kindness! less
Nicholas S, General Manager at Best Western Desert Oasis, responded to this review
Thank you for taking your time to write a review for our hotel. We are happy you had a good stay with us. We are sorry that you had an issue with your reservation you booked online with expedia. With third party reservations they are only booking rooms so that they can make money. They do not look at the picture of whether you want a pet friendly room or a regular room. Since its a third party Best Western allows these third party websites to only have so many rooms from the different room types we have at the hotel. So if you book a pet friendly room on the website but that is already sold out they will just put you in a regular room because that is how they work. The best way is too book directly with the hotel itself or bestwestern.com. I am happy that Kelly my front desk agent was able to accommodate you for the pet friendly reservation that you needed. For the comment about a long over due remodel i am very confused by this comment. Our hotel has been going through a remodeling phase for 3 years now. Each year we have something that Best Western has given us to change at the hotel. With Best Western they have a 3 year plan on doing PIP renovations to the property. Yes as guest you would think its a long over due remodel but it is so that the hotel is not down for a long period of time to do a renovation. I have worked for several different hotel chains and each year they had to do the same thing that we are doing but the remodel would last over 6 months to do. With Best Western Remodels are usually about 2 months to get fully finished. That is where we are at with this remodel going to take 2 months to complete. We also are not in a city so to get contractors to come out to us to do the job is another thing that holds up the process a little more than we or anyone else would like. So please bare with us during this remodeling phase and you will see that when it is all finished what a great hotel it will be. Thanks again and hope you have a great day.