Before I list the two problems that made my stay less than excellent; I want to first praise the remarkable customer service provided at the hotel. The people at the front desk did the absolute best at trying to resolve the problems I experienced.
The first problem I had was with their business center. The computers were incredibly slow, and the printer was too difficult to set up for printing from my smartphone. I needed to print a $10 gift card to use for my reservation. The lady at the desk (I'm so mad that I can't remember her name. She was a young Hispanic lady who was SO FRIENDLY and SO sorry that the hotel computer was giving me problems) had me go to the business center to print the coupon. When I clicked "print". Nothing happened! NOTHING!!! Then, after about a minute, I would see that the computer was trying to connect with the printer. I restarted about 2-3 times. While restarting, and playing around with this thing; FOUR-6 OTHER PEOPLE GOT TO CHECK IN!!!
I gave up, and went back to the front desk. The lady then had me just email it to her, and she printed it.
She then had me go to this other person at the front desk. He took over, and then had to deal with the hotel's system. For some reason, the system wouldn't recognize the printed gift card! The gentleman at the front desk (Again, I'm so mad that I can't remember his name, either. He was also a provider of sterling service. He was a young, African-American gentleman who showed nothing but professionalism, and courtesy as he toiled with the system). He finally got everything straightened out, and after 20 minutes, I was checked in. Again, I wasn't mad. Stuff happens, and it was just my turn!
Then, I checked into the room. It was clean, well-furnished, and had a decent view of a snow-covered Mt. Baldy (at least I THINK it was Mt. Baldy). The room was a bit cold, so I turned the heater on. Wouldn't you know that the heater didn't work? I called down to the lobby, and the same guy who helped check me in was up to my room in a flash with a space heater. The hotel was totally booked, and the maintenance man was gone for the evening. So, I had to make do with the space heater. it did a decent job, and my stay was comfortable. Again, stuff happens. It's how a business reacts to the stuff that happens. The people at the front desk at this hotel reacted PERFECTLY. less
Frank F, Manager at Best Western Plus Heritage Inn Rancho Cucamonga/Ontario, responded to this review
Thank you for your VERY KIND review!
YOU ARE AWESOME! Thank you for the great compliments about Nathan and Mitchelle! I apologize for the issues with the heater and the business center. I have alerted our maintenance team about the issues and they will correct them ASAP. Your business is very important to us and we value your feedback. By telling us what you liked about your stay and how we can improve, you are helping us deliver a superior experience for you and other guests in the future. We hope you will come back and see us again soon. Please send our best to you and your loved ones! Happy new year!
If I can be of assistance in the future, please don't hesitate to contact me at 9094661111.
Thank you again for taking the time to complete the survey. We appreciate your loyalty to our brand.
Best Western Plus Heritage Inn Rancho Cucamonga/Ontario