The only plus is Nicks across the street!
20/04/2017 435chevy1955, San Francisco, California
Honestly don't know where to begin. Not only is the property sorely out of date- but so are the management staff - who are in desperate need of training and an attitude check. There is absolutely NO c... more
Honestly don't know where to begin. Not only is the property sorely out of date- but so are the management staff - who are in desperate need of training and an attitude check. There is absolutely NO common sense or desire to provide customer service. Following check in guests are left to fend for themselves.
We had brought some food along on my visit and wanted to enjoy it in my room. After checking in and on the way to my room- we came across staff setting up for a banquet. We asked if we might take a couple to our room (we half expected them to say no- because banquets is separate from room service). Out of nowhere a man appears (a manager) and flatly says "No" without explanation. After a prompting, "why?" He explained that we would have to place an order through room service and it would be a minimum of $25. This makes absolutely no sense. Then he added "we don't have what you need here." To which, I replied, "there are a stack of plates right there, can we use two?" He relented and gave us two. Little did we know how hard it would be to get silverware and a couple of wine glasses to match.
We called the front desk send up the rest of our request to our room and spoke to a man who said he would arrange it. We were expecting ti be told about a minimum $25 purchase- which as odd as it sounds, we would have done because we really wanted our little picnic to be a special kick off to our getaway. Nothing was mentioned by the man at the front desk. We were called back 10 minutes later by his female colleague (following her smoke break in the parking lot, which was included in the view from my room) who turned out to be incredibly inhospitable and barked that the front desk didn't handle those sort of requests and we had to speak directly with the restaurant and transferred the call without an opportunity to respond. It didn't occur her that she or her colleague could have communicated the request on my behalf to the restaurant. Alas, the call was transferred to the Moonraker restaurant and we placed the request with them. 25 minutes later - no glasses or cutlery. I walked over from my room to the restaurant.
When I arrived the restaurant- there were 3 people standing about the host stand. Including the manager who relinquished the two aforementioned plates, who was avoiding eye contact. I told the craziest policy ever: "we cannot give you silverware, only plastic." Then told that the restaurant is separate from the property. The same restaurant that provided banquet services and room service. So I asked "at what point was someone going to call our room and inform us of this policy? 35 minutes have passed since the original request was made through the front desk. How hard can this be folks? " I was told that the front desk was supposed to contact us. Apparently they were playing a game of hot potato for and no one cared enough that there were people waiting. We were wasting our precious vacation time dealing with incompetent management. I departed the restaurant flabbergasted and completely over the hotel with the first hour of arrival.
The in room picnic fell short- there was no way to serve the food or enjoy the wine properly. My partner was kind and suggested we go out for a walk.
As were to waiting to take the elevator down- one of the women from the restaurant stepped out with - glassware, cutlery and additional plates! The woman followed us back to our room, apologizing and explained that she was a new employee. Personally we believe that is reflective of management- not line staff. We tipped her and complimented her professionalism, which outshines the management staff.
Now folks, this is not our first rodeo. We have stayed at the Four Seasons Paris the Super 8 Detroit everything in between. We know what service looks like at every level and what to expect. We have had great experiences and write countless thank you letters and make calls to supervisors when we receive excellent service no matter the hotel rank and rating.
We have come to the conclusion that this property is milking the fact that it is the largest in Rockaway Beach. There no motivation at the management level to improve or cull bad service. The rooms are fine, but when you factor in the guest experience, it is not enough to inspire a return visit.
Our impression is that laziness permeates through the property because of the lack of care and pride of ownership. Perhaps management doesn't care because the expectation is that people are just passing through while the are on a tour of California. We are San Francisco residents looking for a short weekend getaway. If we would have been made to feel welcome and simply had someone clearly explain whatever policy they have- then we would not be writing this complaint and we would be booking our next stay. The only thing this property has going for it- are the hard working line staff- the restaurant, house keeping and banquet staff. It is thier diligence that is keeping the place going and the bad management that is weighing them down.
Oh and before we forget- the best thing about Best Western Rockaway Beach, California is not on property. It is Nick's Restaurant across the street. less
Gretch_Louie, Manager at BEST WESTERN PLUS Lighthouse Hotel, responded to this review
Thank you for taking time to share your feedback with us. On behalf of our entire team, I would like to apologize for not exceeding your expectations.
Please feel free to contact me directly to discuss this matter in more detail. Gretchen Louie, AGM @ 650-355-6300 or GLouie@bestwesternlighthouse.com