Incompetent management, locked me out of paid room, hotel staff stole my property, Do Not Stay Here!
26/07/2018 TimberBeast2003, Sacramento, California
Management screwed up my reservation and locked me out of second night of paid room, Hotel staff stole my property from room and refused to provide breakfast paid for in room rate. Manager called pol... more
Management screwed up my reservation and locked me out of second night of paid room, Hotel staff stole my property from room and refused to provide breakfast paid for in room rate. Manager called police and told me I would be arrested for requesting an accurate receipt, I was not arrested and police forced owner to produce an accurate receipt. Nightmare experience, book at your own peril, these people are thieves! less
twinsbaybw, General Manager at Best Western El Rancho, responded to this review
Why don't we start off by really writing the truth since the property has 24 hour surveillance everywhere including inside the lobby/breakfast area-that is where all of this took place.
First, we did not make your reservation, (we as in Best Western), your reservation was made through CalTravel @ a $90 rate from July 23rd to July 25th 2018, so your stay costed $205.20. That is an awesome rate since most hotels/motels rates would ran around $190.00 to $399.00 because it is the summer season and located near or on the beach.
Second, Our management team are not incompetent. You sir are the only one that locked yourself out of your room. You most likely deactivated your key card with your cell phone. Why would we want to lock you out? Doesn't make any sense.
When you came into the lobby you told the front desk agent, "I think there is a problem with my reservation since it was made through CalTravel, It is not your mistake or fault." Do you recall that, Sir?
Third, Our hotel staff are not thieves. Why would they want to STEAL A $0.25 CAN OF DIET SODA?! I really find that hard to believe, since again, the entire property is on 24 hour surveillance. Also we provide our staff with refreshments at all times free of charge.
Fourth, We did try to remedy the issue. We went out and purchased you an entire case of soda, but you refused because on our part, we did get the wrong one. Sorry. But we again tried to remedy the situation, we purchased a case of DIET SODA for you, but you refused and slammed the door and said, "FORGET IT. I AM JUST GOING TO LEAVE A BAD REVIEW".
Fifth, our Housekeeping staff diligently deep cleans every single room after each use. That is our number 1 priority.
So why don't we really write what actually happened on the day of your checkout which was on July 25th 2018.
So you walked in around 7:45am on July 25th, 2018 ready to checkout. Our front desk staff had already prepared your Folio, meaning your receipt, the night before, so there shouldn't have been a problem giving you the receipt as you stated in your review (comments). You asked the front desk agent if he has a problem and the front desk agent said to you, "No Sir, I Don't Have A Problem." You then in a BELLIGERENT MANNER attacked the front desk agent and proceeded to use PROFANITY saying well I HAVE A "F***ING PROBLEM.
The front desk agent asked you several times to calm down and stop, but you sir didn't. After the 3rd warning, the front desk agent kindly said to you if you don't stop then you leave us no choice but to contact the Police and have you escorted out. You then yelled at the front desk agent, and said, YES CALL THE POLICE. I AM GOING TO FILE A REPORT FOR STOLEN PROPERTY. You then with a massive rage took our cookie platter and slammed it on the counter.
Poor cookies, what did they do to you! (Caught all on surveillance).
20 minutes later the police arrived and asked what is the problem here. You stated to the police that our staff stole your property. The police asked you what was stolen. You informed them that the cleaning crew STOLE YOUR CAN OF DIET SODA.
The police tried very hard not to laugh, Even 1 of the officer said to you, really, over a CAN OF SODA sir?!
You were still in a raged manner, the police told you, if you do not calm down you will be arrested on INDECENCY (because you are using profanity and lots of it). You didn't stop. The officer came into the lobby and informed the Front Desk Agent if he would like to make a Citizen's Arrest, the Front Desk Agent proceeded and said YES to the Officer. That's when the officer told you, "If you do not leave the property immediately, then they will have to arrest you for TRESPASSING". You immediately changed your story and told the officer that the front desk agent did not want to give you your receipt. But in reality, you had your receipt and it was ready from the beginning.
Sir what you did was not good for your health nor for the guests including their children to witness this type of behavior.
Sir you need to understand that your HEALTH is MORE IMPORTANT than a $0.25 can of DIET SODA.
Just for your knowledge all the guests witnessed this FIASCO.
If you would like, we will be more than happy to mail you the case of Diet Soda free of charge.
With that in mind, We genuinely hope that you will change your behavior to suit your environment that you were in, in order not to harm the presence of others or yourself.
With warmest regards,
The Staff at Best Western El Rancho