NEVER AGAIN AT THIS LOCATION
25/09/2017 DRRVentura, Ventura, California
Hmm - let's just say that this particular BW has some issues with staff and management practices. We booked online and when 5 minutes away from arrival check in clerk called and let us know that the ... more
Hmm - let's just say that this particular BW has some issues with staff and management practices. We booked online and when 5 minutes away from arrival check in clerk called and let us know that the only room available was a smoking room and asked if this was ok. told her no, had a 14 with us and did not want to subject him. asked for alternatives, told only thing she could do was cancel our reservation and not charge us !! asked for manager and was told there was none. Asked why this happened and she told me it was because i booked online and that i should have called them direct and she would have informed us (really?). Asked her to call manager to find solution, she refused to do so and then hung up on me. Having no options, we were forced to stay and i now have to write this review to let all others know that they should not consider this facility until they can show that staff has been trained and management can take responsibility for problems and provide solutions. less
ClarissaG-BWLA, General Manager at Best Western Los Alamitos Inn & Suites, responded to this review
Good morning DRRVentura,
After looking at your reservation confirmation, I do see a double queen smoking room was booked on the same day as your arrival.
We have had problems in the past with online reservations coming in last minute (when we are sold out of non-smoking rooms) with a smoking room and when those guest(s) come to check in, we have to be the bearer of bad news and inform them they do not have a non-smoking room. In an attempt to combat this very inconvenient problem for guests, such as yourself, we do ask our team members to contact guest(s) as soon as they see reservations that meet these stipulations come through to verify the reservation with the guest(s) so that we can give our guest(s) as much time as we can to find other accommodations(if we no longer have non-smoking rooms available). We apologize for the inconvenience this has caused you, we know that finding out this information can be very frustrating and seriously make or break a vacation/business trip. We would have loved to accommodate you or any other guest(s) when this situation occurs, but unfortunately we are also bound by the number of rooms we have available on any given night.
Additionally, the Front Office Manager, Jose Sevilla, and myself wish we could work seven days a week so that we can take care of each and every guest hands-on, but we have full confidence in each and every team member under our wing. We implore each member of our team to take matters into their own hands; moreover, we empower them to make their own decisions while weighing those decisions against their training. We are here Monday-Friday, 7:00am-5:00pm in office, to analyze our teams' decisions, guide them toward decisions that bring guest satisfaction, and assist guest(s) hands-on.
Lastly, we sincerely want to apologize, and we want to reiterate that we completely understand how much this information can negatively impact your stay. Our team member contacted Mr. Sevilla immediately following your initial contact with our GSA, for additional guidance to reaffirm that the decision she made was the best possible decision (given the availability), and after confirming that we had no non-smoking suites or non-smoking standard rooms available- we were left with the decision that was reached. We hope that you can see what our intention was and can understand the circumstances we all had to maneuver with. Trying to sell the room for more revenue and thus lead you toward dissatisfaction is not what we are about at the Best Western Los Alamitos Inn & Suites. We hope that our complete transparency in this situation showcases that.
We deeply apologize for the messy situation, and hope you have a great rest of the week.