DISGUSTING TREATMENT OF GUESTS
DO NOT STAY AT THIS HOTEL! The employees are very rude, condescending, and confrontational. All the way up to the General Manager when I called to complain. She called me "hun" and hung up on me. I... more
DO NOT STAY AT THIS HOTEL! The employees are very rude, condescending, and confrontational. All the way up to the General Manager when I called to complain. She called me "hun" and hung up on me. I have never been treated this way by any establishment. I expected when I called to complain that Best Western would take it seriously and be just as offended as I was, but it seems to be a joke to them.
The hotel did not have a crib as advertised and requested. My husband arrived and explained to the employee, Laura, that he was at the end of a very long day, he had just traveled a long distance and signed the papers to put his mom into hospice. He asked if he could have a free night since it was advertised - that way he could go buy a travel crib so the baby would have somewhere to sleep. She responded by telling him "IF I WERE YOU I WOULD HAVE PREPARED BETTER." She ended up calling security on him. I know you're probably reading this and thinking 'well the husband was probably yelling and being rude.'..because that would at least make sense for the employee to treat him that way. but he was not. I was on the phone for a portion of this interaction and after dealing with his mom's health issues, he was already beaten down. To add Laura's behavior on top of that, how terrible. I complained to the general manager, Hope Islas, and had to email her twice before she responded. When I finally talked to her, she immediately had an attitude, called me "hun" and hung up on me. I am shocked at how Best Western has handled this and expected much more from them. It is not okay to have a business and treat people this way, or just treat people this way period. less
GM_Front_Desk, General Manager at Best Western Desert Villa Inn, responded to this review
Thank you for reaching out to us again. As we have previously mentioned online and when speaking over the phone, we are sincerely sorry that our efforts to make amends has not met your expectations. Unfortunately, when a reservation is made through a third-party site, some aspects of this reservation are out of our control. We apologize for any miscommunication that occurred. When our team informed your husband that we did not have the requested amenity, that was a truthful statement. We strive to maintain a respectful environment for both our guests and our staff. Thank you for sharing your comments. Our team wishes you all the best going forward.