Worse Customer Service Ever
I booked a room with best way is um with Best Western plus suites in Santa Cruz California approximately 2 months before my arrival. I was aware of the $100 deposit and that my card would be used onli... more
I booked a room with best way is um with Best Western plus suites in Santa Cruz California approximately 2 months before my arrival. I was aware of the $100 deposit and that my card would be used online to hold the room . I called the motel to confirm that my room had a jetted tub because it was not clear on the website I also asked if I could pay cash when I arrived and I was told yes . I suffer from Severe arthritis 8 bulging disk and migraines it is imperative that I have a hot tub in order for me to sleep and not be excessive pain. Upon our arrival I was asked for my credit card for a $100 deposit which I was fine with and I wasn't fine with them putting a hold on my funds in my bank for the entire cost of my stay totalling $1100.00, this is not mentioned in their policies.. My booking confirmation says there's no prepayment required and I was told when I called that I could pay cash . The manager refused to take my cash and ultimately I ended up putting money on my daughter's card. They charge the full amount of my stay which would be a prepayment on her card otherwise all my funds would have been held up by them on my vacation had I put it in my bank account. We finally made it to our room and it was filthy we left and went out for the evening and when we returned to our room I filled the hot tub up. I had to cleaned it first because it was filthy and the jets didn't come on there's a timer and a button that we're both pushed several times and the jets never came on there's no instructions in room on how to operate the jetted tube. At this point it's approximately 11:30 at night I go down to the front desk and explain what's going on, the desk guy gave me keys to another room he followed us up to room I assume he tried to turn the jetted tub on, being that was my complaint. I say assume because I was busy packing all our stuff up to go to the other room. If he turned it on and it was working there would be no reason to move me to another room I assume he also found that it wasn't working when we arrived in the new room it was smaller and had no jetta tub It was late at this point I just wanted to go to bed when I folded out the couch bed add no pillows no sheets no blankets . I made my way back down to the front desk and requested a pillow and sheets. The room was old and dirty, large sticky brown stains on carpet, you could tell nothing had been cleaned the counter tops had crumbs and sticky stuff smeared all over them. I immediately emailed the motel manager.about my concerns. The following day we left for the day and went about our vacation plans I never heard back from the hotel. We got back late again I didn't sleep the couch mattress was extremely uncomfortable if you lean to one side the whole bed would tip up on its side there was stains all over it. The next day Wednesday the 28th I called he returned to my call we played phone tag for a little bit I ended up talking to him ( Dan Sunda) Dan tells me that him and the maintenance guy went up to the room and the hot tub works just fine I asked him why he did not contact me and he said he did not want to wake me up so he rented it to somebody else . He claimed I was up all night and I must have been sleeping he also asked me what time I went to complain about the hot tub and suggested that I was down there at 3:00 in the morning which is a lie and ask me why I did not put a complaint in during normal business hours well to my knowledge the hotel desk is open 24 hours and I did indeed contact him immediately that morning Dan announced he was going to look at his surveillance cameras, suggesting I was lying about the time I went to front desk. This is super Insulting and him dictating my sleeping hours and when I should be awake and not it's also insulting and intrusive. I'm on vacation with two 15 year old girls I did not sleep the night before because it's the night before because of the extremely uncomfortable bed I was forced to sleep on. . So now he has held up $1100 of my funds. II now have a room with no jetta tub hes rented my room out that I paid for and has no intention of resolving anything or producing some kind of refund he suggested that I was harassing him and his staff, suggested that I leave the hotel telling me that I had issues He has ruined my vacation that I spent over a year saving up for he is intrusive he is aggressive he is not willing to resolve any issues he was judgmental he made remarks about my income status and my character. He has insulted me. I asked for a receipt when I checked out of the motel and I was told to get one from booking.com I am still waiting for a receipt from the property I had a problem parking due to the parking spaces were made for mini cars the security in the parking lot was rude when I asked him for help backing me into a space. The place was filthy, nothing worked and horrible customer service. I want a refund I paid for a room that I did not get to enjoy I was insulted and humiliated in front of other guests, my kids and hotel staff. I was looking at reviews for that hotel there was atleast three other reviews from the same week I was there complaining the jetted tubs did not work.
I have attached screenshoots of reviews. I tried resolving this with the motel directly with no results, no intent to resolve..in fact he has blocked me from his work email. I deserve a refund. I've been employed with the state almost 20 years now, i travel often for work, I will not be staying at your Hotel again, I'm also aware of check in policies and the management is not following them, he is very rude and is not keeping the Hotel in good condition. I have never experienced such vile behavior from any establishment I've visited. The reviews confirm it.
2505342877 confirmation #
Best Western Plus Suites 500 ocean st Santa Cruz Ca
7-26-21 thru 7-30-21
Dan Sanda (manager)
Michelle Fuller less
Dan Sanda, General Manager at Best Western Plus All Suites Inn, responded to this review
Dear Ms. Fuller,
Thank you for taking the time to tell us about your experience. We will use your feedback to help us deliver a better experience in the future. I would like to take this opportunity to reinforce that we do not take cash at check in, as was communicated to you by multiple members of the staff here at All Suites. We do this for many reasons, but primarily to ensure we are providing a safe, peaceful and enjoyable environment for the guests and staff.