This hotel needs help...
I reserved a room a month ago, specifically requesting a quiet room for a 4 night stay. Upon check in, I made sure they were giving me a quiet room, as requested. Of course, said the check in girl.. The room was literally on the freeway, with major noise. I called the front desk and asked to be switched to an actual quiet room, but no such luck, as they were "sold out". The girl said they could move me in the morning. Well, bright and early, I get a call from the same girl, at 7:30 am. How are you, she asks. I'm sleeping, I replied. We have a room for you she says. Is it ready now, I ask. No, but it will be ready by 3. Then WHY are you calling me at 7:30 am?? I moved rooms, and the keys never worked in the new room. On the 3rd night, they finally sent someone up to check the lock on the door, which needed to be reprogrammed. Good, I thought. Just one more night to get through. Nope, on the 4th night the keys didn't work AGAIN ( I keep them in the protective sleeve, and not near my phone, etc. I do know how to travel). I walk all the way downstairs to the same girl, who tells me that if these new keys don't work, I will have to wait to 8:30 pm (it's now 7) to get maintenance to look at the lock again. What do I do for the next hour and a half I ask? I am exhausted from working all day. Well, we can move you into a different room. Excuse me? All my stuff in the the room that I can't open. What are you saying???
The beds are comfortable, and the cleaning staff is friendly, otherwise I would have give one star. Management needs to do some serious training of the front desk staff. When I went to check out, same girl tried to charge me $140 for my last night. But I have a confirmation that says $120, I say. After much insistence and confusion, she agrees that I should be charged $120. Just added insult to injury.
Benicia is a kinda cute town, OK food. I was here for a wonderful art workshop - lots of artists live here. But I will certainly never stay at this Best Western again. Too bad, because other Best Westerns I've stayed at have been quite nice. less
GFCANTU, General Manager at BEST WESTERN Plus Heritage Inn, responded to this review
Thank you for taking the time to leave us a review. We do appreciate our guest responses and utilize all as a way to define and highlight ways we can better our services. Upon reviewing your feedback, we have noted the areas where we fell short and have addressed the issue with the employee you dealt with throughout your stay. As we pride ourselves in delivering superior customer service to our guests, your stay with us completely goes against our vision. We apologize for the inconveniences you experienced with us and we hope you allow us the opportunity to redeem our standing with you. We will be contacting you directly to further discuss your experience with us. If you have any additional concerns, please feel free to contact me directly.