6 cockroaches in my room and a naked homeless man hanging out in the hot tub
To be honest, I was completely disappointed. The carpet on every floor was gross and stained. I got into my room and found 2 roaches. Throughout my stay I discovered a total of six roaches in my ro... more
To be honest, I was completely disappointed. The carpet on every floor was gross and stained. I got into my room and found 2 roaches. Throughout my stay I discovered a total of six roaches in my room. At 2am one morning a homeless man was enjoying the hot tub, naked and yelling and screaming. I called the front office and they went outside. They repeatedly asked him to leave and threatened to call the police (but did not) The homeless person final stood up, climbed over the wall leaving his pants behind. One of your employees made the comment, "See you tomorrow" which indicates this is a usual occurrence. The next morning, I asked that employee if the homeless guy goes in the hot tub every night. I was told, "Well not every night but often". I watched chips and crumbs on the floor in the elevator for two days before it was cleaned. Although the cleaning was a joke. The website looks good, however. I feel disgusting and dirty after staying there. Upon my checkout they were unable to give me a receipt with a zero balance, It still had a balance due, even though I had paid. I was told the boss would email me a corrected receipt within ten minutes, as he was on the road. I worked that day and trusted the employee. I did not get my receipt. I called after work and requested my receipt and was told that she would email it to me within a few minutes. 30 minutes later I called back and gave my email again. Then 10 minutes later I called back explaining that I have not received the email. I gave a different email just in case. Keep in mind I was 20 minutes away from the hotel and I needed to travel home that night, which was 8 hours in the other direction. I drove to hotel and had her print my zero-balance receipt. Best Westerns are usually decent hotels. I don't expect a five-star place but, this hotel was horrible, disgusting and just wrong. less
Luis Valderrama, General Manager at Best Western Plus Arrowhead Hotel, responded to this review
We wish your first review in trip advisor would have been like the vast majority of our satisfied customers but it is only with feedback like yours that we are able to improve upon the service we provide to our valued guests. We were very disappointed to read of your experience during your stay. While an apology will regrettably not alter the outcome of your experience, we extend it with all sincerity. We certainly empathize with the less than helpful customer service you received as well as the disturbance at the hot tub. This level of service is not acceptable and will be addressed with our entire team. Again, please accept our apology, and we hope this hasn't put you off a return visit to our property.