Great Staff, Poor Amenities
01/01/2017 James S, Benicia, California
We found the staff to be friendly and efficient. The amenities, however, were poor. Wi-Fi was free and I had no trouble connecting my phone after the Front Desk gave me the ID and Password. I did, how... more
We found the staff to be friendly and efficient. The amenities, however, were poor. Wi-Fi was free and I had no trouble connecting my phone after the Front Desk gave me the ID and Password. I did, however, have trouble connecting my tablet. The television was quite a trip. Could not for the life of us figure it how to turn it on. It doesn't just come on when you hit TV Power and there are no instructions in the the room. When we finally called the desk they ran down a list of things, one of which was to make sure the cable box was on. This was the secret to getting the television on for us. This is the first hotel I have been in that actually has a cable box, separate from the TV, in the room. Our room keys quite working after the first night in the hotel. We were checked in for two nights. The desk chair, while on rollers, did not move at all. The rollers served no purpose other than making the chair actually more difficult to move. We found both beds to be uncomfortable and my wife did not like any of the pillows at all. Picky, but after everything else, worth mentioning - the toilet paper replacement roll left in the room was most difficult to get started dispensing after putting it on the roller. The front door of the hotel (going into the lobby and front desk) was closed due to construction when we arrived with no directions on how to enter the hotel. We finally asked a construction worker who took us to a door on level lower than the lobby which made it necessary to use the stairs to go up to the lobby. All-in-all, not a very pleasant stay. less
GFCANTU, General Manager at BEST WESTERN Plus Heritage Inn, responded to this review
First and foremost, thank you kindly for taking the time to respond to our surveys. We were concerned to see that our services fell below your expectations. Here at the BW Plus Heritage Inn-Benicia, we strive to provide our guests with the most personable and accommodating services.
We have took note that most of your comments were referring to the amenities, and we are glad to share that we are currently finalizing plans on upgrading what there is to offer our guests through out the entirety of the hotel. Although the view of construction being done through out the building may not be aesthetically pleasing to the eye, the job must be done. We hope in the future we may share our excitement of a new home with you.
If there is anything we can do that will allow us to redeem our standing with you please feel free to contact us. We look forward to your responses.
Geraldine Felaire-Cantu, GM
Asia - GRO