we stay at Best Western Diamond Bar to attend my nephew's wedding. My sister insisted on paying for the hotel stay, so she came by and paid for it with her credit card few days before. When we arrive around 12:30 p.m., we ask if it is possible to check in, the lady at the check in, without even looking up, point to the "check in" sign and said "check in is at 3:00 p.m.". I ask if she can check to see if there's any room available, she then reluctantly check our reservation. During the almost 2 hours wait time, we asked her a few times if there's any room available, one time, she told me the housekeeper is at lunch break, she can't find out, another time, she told us her shift is almost over and she is busy so she can't help us. When she is finally free and the housekeeper came back from her break, we ask if there's any room available (by then it's almost 2:30 p.m.), she then said, our specific room is not ready yet, when we ask if there's other similar room that's available, she said she can't give it to us, because my sister prepaid our room so she can't give us another room. After arguing with her, she then gave in and give us the other similar room that's been cleaned.
Before she gave us the keys, she needed a credit card for damage deposit, we tried to give her our credit card but she won't take it. she wanted my sister's (who wasn't with us) credit card. We told her to take our credit card for the damage deposit and then she read off the note from her manager and said she can't take our credit card, it has to be my sister's credit card. We told her my sister is not coming to the hotel. She is very busy with her son's wedding and there's really no reason why they can't take our credit card (other than a note from her manager with no explanation) Again, after a long argument, she reluctantly took our credit card.
When we got back to the lobby after we check in to our room, we found the lobby to be very hot and the lobby door was open (it was nice and cool before). By then the manager of the hotel was on shift so he had turn off the air condition and open the door in the middle of the hot hot day! That's when I realized the culture of this hotel is not to keep the customer happy, but to do whatever it can to save money.
Air condition was situated in a way that it's cold air blows right at our bed and specifically, our pillows area. Tried many ways to change it and finally gave up and turn it off because I don't want to wake up with a headache.
To top it off, the next morning when I took the shower, I found bugs crawling in the bathroom. less
Nerissa M, Guest Relations Manager at Best Western Diamond Bar Hotel & Suites, responded to this review
Thank you for bringing to our attention your experience and comments regarding your stay in our hotel. We appreciate you taking the time to share this experience and we do apologize for the inconvenience this might have caused you. Our main goal is to serve our guests above and beyond and satisfy them during their stay but it is saddening to learn that your expectations weren't met. You are welcome to contact us at the Hotel, should you have any other concerns about your stay. We hope that you would consider us again in the future so we may change your views about our hotel and management.