My spouse had a business trip and we stayed at the hotel for 8 days together with our 11 month old daughter. On the 2nd day, we arrived at the hotel in the evening and to our surprise, the housekeepin... more
My spouse had a business trip and we stayed at the hotel for 8 days together with our 11 month old daughter. On the 2nd day, we arrived at the hotel in the evening and to our surprise, the housekeeping had a disgusting work they did to our room. A DIRTY RAG WAS LEFT ON TOP OF MY CPAP MACHINE! The toilet paper inside the restroom was not replaced/refilled. The bed skirts was not folded and returned to the bed. It was at the side table were we left it in the morning.
We immediately called the front desk to report the incident. A lady from housekeeping came and provided us the toilet paper and folded the bed skirt. She likewise took a photo of my CPAP Machine which she said she will report it to her supervisor.
Front desk advised us that they will report it to the manager and will conduct and investigation. We never heard what was their findings and conclusion in their investigation. On our last night, we were surprised to see a bundle of fruits inside our room as "complimentary" for our sad experience.
We left the hotel and up until this review, we have not received proper communication nor just compensation for the disgusting incident. For the remaining days after the rag was left on my CPAP machine, we were never offered to have my CPAP machine be sanitized for me to use it again. coz of that, I wasn't able to use my CPAP.
Best Western-Ex... I, Manager at Best Western Plus Executive Inn, responded to this review
I am glad that you'd stay with us during your spouse's business trip. Our hotel just completed all room renovation and was awarded the 2019 AAA Inspector's Best of Housekeeping hotel award. We know it takes a tremendous commitment from our entire team to ensure our guests to experience a superior stay.
When your incident happens, we took all necessary respond to your claim. Our Front Desk staff had also offered a 25% discount to compensation the inconvenience that you'd experienced. But our offer was refused, and I had tried to reach out to you. But you were not in the room when I'd try to contact you. Throughout of your stay with us, noting was brought up to our attention that you had asked for any assistance or needs from you. Our staff was not trained to service for your medical machine if you'd mention something to us. We are more than pleasing to assist you in any needs.
Since I'm not able to talk to you in person, I had left a fruit basket in your room to the reassurance of our most sincere apology of this incident. At check out, our Front Desk staff had asked the experience to stay with us; your spouse seems very happy with her stays and even return the basket to us.
On behalf of our entire team, I would like to apologize for not exceeding your expectations. Your satisfaction is important to us, and we will be using the feedback you gave us to implement improvements to ensure we offer a better experience for guests in the future. I hope that you will consider staying with us again so that we can have another chance to provide you with a superior experience.
If I can provide any assistance, please don't hesitate to contact me directly at (626) 810-1818.
Benjamin Wu, Sales Manager