31/01/2017 jsfmotorhead, Cedar City, Utah
Check-in was quick however the room assigned was not as requested, was filthy in both bathroom (no bath tub as requested) and in bedding (old dried bodily fluids found on bed coverlet at foot of bed -... more
Check-in was quick however the room assigned was not as requested, was filthy in both bathroom (no bath tub as requested) and in bedding (old dried bodily fluids found on bed coverlet at foot of bed - gross) and the noise on the 2nd floor was rediculous. Immediately demanded another room and was told "sorry, all sold out, maybe tomorrow". Housekeeping was gone for the evening and NO MANAGER on duty for the entire weekend. Completely unacceptable. When we pushed the issue for another room the first night of check-in a very rude front desk employee by the name of Joseph said "you booked thru Expedia, complain to them". We did just that and Expedia elevated the matter to their upper reservation team who, in turn, after hearing how bad the room was and unclean linens, contacted the hotel directly and they too apparently were addressed by this "Joseph" employee in a very rude manner. Expedia apologized and said if we were not moved in the morning to let them know immediately and they would place us in another hotel.
Best Western Plus staff on Saturday morning assured us that we would have a new room before noon on Saturday, which we did, 2 floors above. Room was bigger, extremely clean (both bathroom and bedding) and quiet. Too bad that their Friday night staff had a DILIGAS attitude with their guests. It's a future reminder to us and anyone traveling with us in the future. less
Frank F, Manager at BEST WESTERN PLUS Heritage Inn Rancho Cucamonga/Ontario, responded to this review
Please accept our sincere apologies for the first night. I will be addressing the issues you had with Joseph directly. I am sorry I was not at the hotel that particular weekend but I did advise the team to upgrade you on Saturday. Unfortunately we do not have control over the room type that is booked with Expedia. If we have the availability to change the room type that was booked we definitely will do so. We will match any rates from Expedia anytime. I would like to book your future reservations personally to ensure this does not happen again. I can be reached at (909) 466-1111. Please send our best to you and your loved ones.