21/03/2017 TWonderlust, Oceanside, California
The room was well appointed, clean, and in a good location for my needs. With many choices in the local area, I made my decision based on the room rate, ease of booking/cancellation options, convenien... more
The room was well appointed, clean, and in a good location for my needs. With many choices in the local area, I made my decision based on the room rate, ease of booking/cancellation options, convenience, and value compared to the direct competitors.
My hope was that Best Western had evolved like its new logos and branding, however, my experience suggested otherwise. This hotel was busy and had high traffic throughout lobby area. Got into the room just after sundown and was pleased with the comfort. Our room location on the other hand was less than ideal (directly outside the elevator/ice/vending machines so we could hear that and other guests in and out at all hours) and thus sleep was intermittent. A quick call to the desk was uneventful. We were told at check-in that Wi-Fi was down for the time being and we may or may not get access. I never did gain access our entire stay so I used the lobby computers that did have internet access. Apparently not only was the Wi-Fi down but the whole reservation system somehow compromised. Upon sitting there I heard multiple people approach with reservations but no confirmation so desk agents had a nightmare of a time assessing who to check-in where, etc. At one point in time a guest who was just checked into a room re-approached the desk to say his assigned room was already occupied. Ouch. Another guest with reservation needed to get walked to different hotel because they were already fully committed (oversold). Although, this is of no fault of the front desk agents they did a superb job of keeping their composure and informing guests of this "unfortunately occurrence". Not one anyone would want to encounter on their vacation. Glad it wasn't me. Goes without saying that this stay should not have been this stressful. Breakfast the next morning was adequate enough to get you started on your day. Overall, my experience was below expectations for the new look and branded BW hotels. less
Hotel M, Guest Relations Manager at Best Western Plus at Lake Powell, responded to this review
Dear TWonderlust: Thank you for your stay with us and your account of an unfortunate down time of our computer reservation system. The hotel certainly regrets the unexpected event and certainly would not had wanted it to occur. Unfortunately, like many frustrating and unplanned events in life, "Life happens". Thank you for recognizing our staff's ability to manage the situation. We definitely are sorry for the inconvenience the event had created. Please do let the front desk know should you not like the location of your guest room, they are trained to assist with a smile. Again, we appreciate your feedback and documenting the unplanned account of a computer downtime.