Rude staff and rude head housekeeper, Susan
After traveling for 600 miles, got to hotel about 1. Was told room was not ready, check-in at 3. I asked to check in early, sit by the pool until room was ready and was told NO. I asked to use a bathr... more
After traveling for 600 miles, got to hotel about 1. Was told room was not ready, check-in at 3. I asked to check in early, sit by the pool until room was ready and was told NO. I asked to use a bathroom and was told there was none I could use. Sat in parking lot, 110 degrees with sick dog in car, A/C running. Saw three housekeepers working on other rooms. I asked one if she could do our room next and she said no problem. When head housekeeper, Susan, saw this, she kept going in room, looking at us, wasting housekeepers time. Took almost the two hours to clean room then we had to wait for Susan to approve before we could check-in. Sat in lobby waiting for her. When she saw me she snidely and condescendly said "Sweatheart. . .did you pull my girl off her job to clean your room?" I told her I asked if she could do it next as it was 110 out and I had a dog that needed air. When she spoke to me, she was so rude and belittling that the woman behind the desk laughed. I was so upset, i couldn't look up as I did not want them to see tears in my eyes. We could not wait to leave the property in the morning and we really thought something was going to be done to our vehicle or we would be charged extra trumped-up cleaning fee for our dog. Avoid this hotel like the plague!!! less
Jay H, Manager at SureStay Plus Hotel by Best Western San Bernardino South, responded to this review
Thank you for choosing Best Western Hospitality Lane, and thank you for your review.
Your critical review and comment help us to improve and provide better service in the future.
If you have experience any inconvenience during your stay, please do not hesitate to contact the staff members as we are to ready to help you.
We hope that you would give us another chance next time!