Uncomfortable stay, do not recommend
12/03/2018 Danake, Modesto, California
Our stay was a disaster and a lot of work on top of keeping long hours. The sofa bed mattress was covered in plastic, the sheets were damp, and the bed itself was broken . I called for fresh bedding a... more
Our stay was a disaster and a lot of work on top of keeping long hours. The sofa bed mattress was covered in plastic, the sheets were damp, and the bed itself was broken . I called for fresh bedding and slept on the folded sofa. (The 2 queen beds were being used by other family members.)
Our room was across from a housekeeping room and I had to get up at 11:30PM at night to ask the maintenance guy to be quiet because my baby and I couldn’t sleep from all the banging around. Why would they schedule loud work while guests are sleeping?
The floors of the upstairs lobby were wet and incredibly slippery. Sure, there were wet floor signs, but it was concerning to navigate and difficult to walk on. Why not just lay down rugs to keep your guests safe?
We skipped breakfast on Saturday because there wasn’t enough staff & the lines were long. Why not plan ahead and make sure you have the appropriate help?
The day we left, my daughter stepped out of our room and house keeping emptied a bucket of what we hope was water over the balcony and drenched her. Why would they dump more water over an already wet walkway, let alone where guests are walking?!?
The front desk needs some serious training in customer service. I was told on Day 1 of a 4 night stay I would get a 20% discount for my room but in the end I had to argue for it. Day 2, I was told I would hear back from them in 10 minutes and never did.
Day3, I was supposedly called by an assistant manager. Why didn’t he leave a message? (I was in a meeting!) I had to ask the front desk the next day if someone tried to call. They said yes he wanted to ask permission to enter the room to fix the sofa bed because we had the “do not disturb” sign on the door. They entered anyways. Of course I had that on the door. After my experience with housekeeping why would I want them in my room? Of course I would say yes to fixing the bed. It wasn’t until upon check out that it was confirmed to me the bed had been fixed. And I have yet to actually speak to management.
While checking out & relaying the water dumping experience which had just happened, I went back to the room to get my purse and came back to the desk to pay and the front desk guy looked at me dead pan and asked me, how can I help you? I was just talking to you 5 minutes ago and I am here to pay for my room. No joke. At least the girl had a longer memory and paid attention. The lack of professionalism is beyond words.
In my opinion, all of these details could have been avoided with proper staff training, communication and protocol. The lack of management is unfortunate because the location of the hotel, lay out of the room and the price could make this a repeat return for us and a recommendation to colleagues. But I will in no way be doing either. less
HotelGenManager, General Manager at Best Western Plus Irvine Spectrum Hotel, responded to this review
Thank you for taking the time to post a review regarding your recent stay at our property.
On behalf of our entire team, I would like to apologize for not exceeding your expectations and for the frustration you experienced during your stay. Your satisfaction is important to us and we will be using the feedback you gave us over the phone and in your review to implement improvements to ensure we offer a better experience for guests in the future.
I hope that you will consider staying with us again so that we can have another chance to provide you with a superior experience.