great location - completely indifferent staff and scary fire hazard!!
17/08/2017 catherinemE5137NH, Hayward, United States
Spent three days here and very pleased with location and room and disappointed by very poor front desk staff. Housekeeping and cleaning staff were excellent and friendly, but those who are paid to be... more
Spent three days here and very pleased with location and room and disappointed by very poor front desk staff. Housekeeping and cleaning staff were excellent and friendly, but those who are paid to be friendly (wait staff at breakfast and front desk) were completely indifferent. Had frightening experience with fire alarm going off and hotel not taking it seriously or helping guests in any way. Steer clear until they are trained in how to deal with fire emergencies. less
Ryanaguinaldo, General Manager at Best Western Plus Hacienda Hotel Old Town, responded to this review
Thank you for your feedback! We’re glad to hear you enjoyed your room and our location in the heart of Old Town. I’ll make sure the housekeeping team receives kudos for providing memorable service. That being said, I would like to extend
an apology for the communication failures you experienced. While I am disheartened to hear we did not meet your expectations, it is important to me. We
work very hard to create an environment that is harmonious and delivers a warm
responsiveness to all our guests. As a result of your review, I am working with the
front desk team, investigating the issues outlined to ensure our communication and follow through are consistent. If there is anything further you would like to discuss with me directly, I would welcome your call or email. Thank you again for giving me opportunity to improve our hotel in order to earn the loyalty of our future guests.