Decent Hotel, had a few problems
22/02/2017 J R, Ferndale, California
We tried to check in a couple of hours early to our hotel and the woman at the desk told us that there were six other people in front of us for this. She said that she would call us when this was pos... more
We tried to check in a couple of hours early to our hotel and the woman at the desk told us that there were six other people in front of us for this. She said that she would call us when this was possible and I said that we would go get something to eat nearby and wait for her call. We went to a Mexican restaurant about half a block from the hotel, which was pretty good. An hour or so later, when we still hadn't gotten a call, we went back to the desk and were able to check in immediately. It would have been nice if she'd called us when we could do this so we didn't wait in our hot car in the parking lot for 20 minutes. Then, as we're checking in, I see a sign saying that hotel guests get 15 per cent off at the restaurant we'd just gone to. It would have been nice if she'd told us that before we went there. The pool was shut down for the whole first day we were there, too. Next, the Wi-Fi stopped working in our room and I was told to call some 800 number to try to get this fixed. The woman at the 800 number said she was re-setting our connection and this would happen in the next five minutes. Twenty minutes later, when the Wi-Fi still didn't work I called back at the 800 number and was on hold for ten minutes before some guy came on the line. He seemed drunk or stoned or something and was very rude and was completely not helpful. We ended up having to switch rooms, and then the Wi-Fi worked again. We made no changes to our devices between the times that the Wi-Fi worked and when it didn't so it was obviously a problem with the hotel's router or Wi-Fi system. The morning that we checked out the Wi-Fi stopped working in our new room, too, so I had to go to the business center to check in for our flight. The hotel seemed like it would be a reasonably nice place to stay, outside of the problems I mentioned above. I generally tend to give places good reviews, as I did with the other three places we stayed at on this trip. I'm giving this hotel an average rating, because of the problems we had, but it probably was a little less than average because of those problems. less
Kyle M, General Manager at BEST WESTERN PLUS Gateway Inn & Suites, responded to this review
Hello J R,
Thank you for all of the great feedback. I'm sorry that your stay was less than stellar. I am not sure what happened with your Wi-Fi connection as I recall when this issue came about and we were not able to find anything wrong with our system. The 800 service is a remote vendor to help troubleshoot any possible issues with guest connectivity in real time. We have found them to be very helpful when guests are having trouble getting connected. I'm sorry they were less than helpful for you. I will certainly address this with the vendor, so I appreciate you letting me know.
The swimming pool was out of service because a young boy got sick while swimming and it took us a while to get the pool cleaned and make sure the chemicals and chlorine were correctly balanced before letting guests use it. I'm sorry it was out of service, but unfortunately sometimes things like that happen.
Again, thank you for all of the great feedback and I'm sorry your stay wasn't more enjoyable. If there is anything you would like to discuss further, or if I can be of any further assistance please feel free to give me a call or send an email. Take care.
Kyle Murray, GM