I'm now in BestWestern's highest loyalty program tier. I stay at this hotel frequently because of it's location and I've previously rated it 4 stars. But I recently completed a stay of 3+ weeks and it is was not the same experience under new management. Before I go further, I want to note that this is a 3 star review; not 1 star. The hotel is comfortable, the fitness center is now open, the full hot breakfast was reinstated, and the staff continues to provide friendly service. That said, it has gone downhill under new management.
First, as is obvious by just looking at hallways, they do NOT have "industry leading cleaning practices". Moreover, as I found out upon returning to my room in the evening to find the towels not replaced and the trash not empty, management says maid service is now "only on request". I was not told that on check-in and there was no sign posted (note: toward the end of my stay, new guests were being advised of the polcy on check-in). Managment claims the policy is due to COVID, but that is factually false. When I stayed in March under previous management, and with COVID more prevalent than in June, there was maid service every day. Additionally, California had just relaxed COVID restrictions on the 15th of June and the maid policy remained in place. So it can only be a cost-saving measure. Aside from the maid policy, the hotel is again starting to show its age after the renovation some time back. For example, the power outlets in the rooms are so loose they will not securely hold a plug. And the internet is frustrating - it cuts out every 24 hours and requires a new login.
Despite all that, I will continue to stay here due to the location, but if other options open up in the area I'll definitely have to reconsider if the management and amenities issues aren't improved. less