Unprofessional & Accusing Management and Staff!! Horrifying Hotel!!
We have been loyal guest for some time now. Upon our first encounter they had a Trainee by himselft (Giovanni) and he was so unsure how to check us in. Than first nite we had a water leakage w/cockroa... more
We have been loyal guest for some time now. Upon our first encounter they had a Trainee by himselft (Giovanni) and he was so unsure how to check us in. Than first nite we had a water leakage w/cockroaches in the room we had Gemen the security guard verified the area. Per German we needed to check w/ front desk to find out if we had to change rooms. Upon arriving in for the evening Daniel also trainee stated management went into our room while we were gone without permission. Than we were upset and he said "oh no" I ordered maintenance to go in we were so upset without giving anyone the consent to do so. Daniel than said "can I be real with both of you? We said "please do"! Daniel stated he lied about going into our room and said he did not know why he lied. We were so upset at his lying to us. Christina the property manager stated they would comp. our room & stay which they did not!! they charged our C/C $247.92 Plus an extra $100.00 for the hold of the C/C which that should have never happened!! That was per Giovanni (trainee) Sergio another manager or supervisor stated that WE PEOPLE should be ashamed of ourselves for making trainees write a statement. The statement we asked was from Daniel (trainee) because he confessed to lying to us about fixing the water leak and having maintenance go into our room. We were so upset at someone coming into our room we have our personal items lying around!! Sergio was not listening to either myself or my husband he was getting very mad when all we were asking was for a receipt on original room stay #117 and they moved us to room #315 that stated complimentary room no charge. The receipt of #117 was totally someone else C/C #, name, address which we were trying to also explain to sergio! He than called the police on us! There was two other young ladies there who forbid to allow to assist us which was very childish. I had call Best Western Customer Service spoke to Trinity and heard the conversation w/ Christina about the Complimentary room and yet they still charged my C/C $100 more than the room itself. I was instructed by BW customer service to reach back to the hotel to speak to Christina for a clear receipt and upon calling and speaking with Christina she interrupted me and got very rude and loud on the phone with my husband and I and Christina would not let me finish discussing with her what I needed. She also stated that my husband and I planted the cockroaches and made the spill ourselves when if she was smart enough to touch basis with her security guard German she would have seen he came to the room w/ us to verify the water leakage in the bathroom and the cockroach that was killed. There were two Cockroaches in the room #117 which the second one we called the maid to come and verify it as well. However, Christina accused us we planted all these thing which were not true at all!! Christina again was very angry and rude and would not let me speak I was trying hard to get a word in and than she just hung up on us!! We are so disappointed how we were accused and treated by all the staff and management at this location! They really need to get training on how to treat guest, speak to guest and honor their guest and not accuse them or even charge their C/C when the room is complimentary! Again, very dissatisfied!! We made multiple calls to Best Western Customer Service and the only person who really listened was Trinity. Other than that the staff at this location is very disrespectful and accuse their guest!! Again, these Individuals were, Christina(prop. Manager), Sergio Assistant Manager, Trainees-Daniel & Giovanni the management mentioned above is very poor at this location. NEVER AGAIN!!! Thank you for your time! less
Christina Lopez, General Manager at Best Western Plus Anaheim Orange County Hotel, responded to this review
Thank you for your feedback.