Pretty sure it was the owner
21/04/2019 pursuasia, Vallejo, United States
After missing our first flight because our uber driver got lost (who even does that), having a delayed flight after that, flying into an airport 2 hours away from where you were initially suppose to f... more
After missing our first flight because our uber driver got lost (who even does that), having a delayed flight after that, flying into an airport 2 hours away from where you were initially suppose to fly into, our car rental being cancelled and showing up to the hotel 6 hours after we initally planned, we were looking forward to getting to our room and sleeping. We get there and the guy checking us in is rude (pretty sure he was the owner and the guy most bad reviews on here are referring to) My Credit Card was in my luggage but I had my ID and debit in my purse - cue the incidentals! I ask my sister to use her card for the security deposit so it wouldnt keep a hold on my debit for 7 days. The guy CANCELLED my reservation because I wanted to split the folios. I wanted to put the security deposit on her card and room and tax on my debit. He said since I am not paying for the room - he was going to cancel it and put it in under my sisters name. I told him no, i am paying, she is just using the card for security. He completely ignored me, and said he was keeping the same rate - i told him NO i am paying and it is going under my PLATINUM STATUS Best Western Rewards Card. He ignored it, cancelled it and checked in the WHOLE room on my sisters card. I looked at my sister and was like "WTF" and in front of EVERYBODY he said "You cant use that kind of language with me. I don't need to help you" I told him he needs to stop being rude and careless, I wasn't talking to him, and he yelled back at me in front of other guests saying "You're not paying for the room, so I cancelled your reservation." HE CANCELLED MY RESERVATION because we wanted to use my sisters card for SECURITY DEPOSIT. We were livid, EMBARASSEDand tired. I told that guy forget it, check us in for The night and cancel the remainder of the nights because neither of us wanted to deal with the level of disrespect this guy had. This was on a weekend where almost everywhere was sold out because of a music event, but we were willing to take the risk. As someone who works as a front desk representative themself, I have never enountered someone who misrepresents the company so poorly. Completely disgusted by someone who can openly embarass people. And trust me, i was far too damn tired to yell or be "THAT guest" who would cause a scene. His behavior was unwarrented and uncalled for. less
Tina M, Guest Relations Manager at Best Western Diamond Bar Hotel & Suites, responded to this review
Thank you for sharing your experience, and I'm sorry to learn that you did not fully enjoy the service,
accommodations and hospitality that we hold to such a high degree of importance in our hotel. We are apologizing for the rudeness that our staff showed during your stay with us. We do not tolerate such kind of behavior from any of our staff and management.You are welcome to contact us at the Hotel, should you have any other concerns about your stay. We hope you can consider us again after the experience you had in us. We promise you a better service and a professional staff.