The hotel is going through renovations, as others have mentioned. That's OK - things like this happen. The problem is that the hotel is also FALSELY ADVERTISING the basic description of the rooms.
I booked the only two-bedroom (king-beds) room in the hotel. Prior to booking, I checked their website, which showed pictures of a nice room, and specifically mentioned/show:
* Full kitchen with larger refrigerator, oven/stove, dishwasher, and pots/pans for a basic meal
* One bathroom with large tub
* Toaster is shown in pictures
* Pictures show a room with nice decor and wall hangings
However, the hotel DID NOT update the pictures and text on the website showing the description of the rooms. The room I actually received:
* DID NOT have a dishwasher as advertised
* DID NOT have a bathtub as advertised
* DID NOT have a toaster as advertised
* DID NOT have any decor in the room (no paintings as was shown in pictures - all walls were empty and room looked like a dungeon)
Furthermore, the hotel website failed to mention (with a text description) that the bedrooms in this 2-bedroom suite DID NOT have exterior windows (only small windows into the living room). That’s a big detail to omit. The online pictures were taken in such a manner to make it look like the windows were exterior facing windows, but they were not. The receptionist agreed, when I showed them the pictures, that it was not clear.
Even as I write this review, the hotel website is still falsely advertising the basic description of this room. When I spoke with the manager, they would not offer a partial refund for this. Instead, they said they do not control the text description on the website. Seriously? And no effort was made to reach out to me prior to my stay to inform me of this gross misrepresentation (the hotel says they made an effort, but I certainly was not notified).
I tried finding another property to stay in, but having arrived at 6pm on Sunday, there was no way to quickly find and move to a new hotel with a 2-bedroom suite at a comparable price. The hotel did offer to let me off the reservation from the second night, but I decided to stick it out, enjoy the skiing, and try not to think about this bad lodging experience.
Anyways, I guess I should have expected this from Best Western; not exactly a hotel chain known for consistently good quality. Sometimes they are good, sometimes they fall off the wagon like this.
On the upside, the breakfast and breakfast staff are good! But still leaving a one-star review for bad customer service and totally false advertising. less
EmilyEC, Manager at Best Western Plus High Sierra Hotel, responded to this review
I'm sorry to hear that you feel that we were purposely trying to deceive you. This was absolutely not the case. At the beginning of the renovations, we added this information to the Best Western website and directly to Expedia and Booking as they own most third party vendors in an attempt to inform guests of the work being done. In addition to that notification we personally called (as long as we were given good contact information) every guest that has a reservation for the entire year, to inform them of the changes such as tubs becoming showers that were occuring with the remodel. What we can not control is whether those notifications on the website are read or whether you received the message that was left. Understanding that you didn't receive our attempts to contact you, we gave you the option of cancelling your reservation without penalty. Being that it was a mid week stay (Sunday night arrival departing on Friday) there were (from hotel rooms to condos) many many options available at reasonable rates. During the winter season all lodging operations are scrambling for business midweek. You chose to stay with us for your entire 5 nights and then upon departure wanted most of your stay for free. I'm sorry that you were unhappy that we were unwilling to do that. Thank you for giving us a try.