Make sure to ask for your room to be clean, otherwise it will not get clean unless you request it
22/01/2019 Luis M, San Francisco, California, USA
I checked in late on Thursday night Jan 17th, and was greeted by a very friendly lady at the Desk. Around 9:30am on Friday a room cleaner came to my door and asked me if I needed towels. I said, I hav... more
I checked in late on Thursday night Jan 17th, and was greeted by a very friendly lady at the Desk. Around 9:30am on Friday a room cleaner came to my door and asked me if I needed towels. I said, I have not called for towels. I went out around Noon time and while I was out, I called the Hotel and asked to please send someone to change the batteries on the safe since I tried using it and it was showing LOW BAT. I came back to the Hotel around 3:30pm. The room is not made up yet, so I called the front desk and asked for my room to be clean and the lady at the desk I will sent someone right away, 40 minutes went by and no came to the room to service it or a call back from the desk, so I decided to go in person to the desk and the desk clerk said; your room was not service because you declined service, so I guess by someone offering towels and I said NO, that means I declined Service? I asked the desk clerk? and she said YEA. On Saturday, I left the Hotel at around 11am and I requested to please clean my room. Luckily it was cleaned, probably because I requested? On Sunday I left the Hotel at around 11am again, and I removed my DND from the door, and I assumed since it it 11am, I don't have to ask for it to be cleaned. Well I came back to the Hotel around 9pm and to my surprised! the room was NOT cleaned, so I went to desk again, and this time the Lady told me that if I had a DND on the door by 10am, that was an automatically refusing service, which I find very ridicules explanation. NO apology of whatsoever, the only thing she said was ( I will informed my manager) I checked out on Sunday and still no apology: when I came to the desk to check out on Sunday the 21st, the only thing the lady said was (you want a hard copy of your bill or email) No apology of what had happen or even a thank you for staying there! Again, the lady who checked me inn, was GREAT! and I think everyone should be like her! sorry I didn't get her name.. You wanna see a record of your log book if you have one! See room 106. Jan 17-21. ... Check your hand towel holder, it is coming off the wall, check the toilet seat cover, it is all loose, less
BestWesternHotels, Corporate at Best Western Plus Monica Royale Inn & Suites, responded to this review
On behalf of our entire team, I would like to apologize for not exceeding your expectations. Your satisfaction is important to us and we will be using the feedback you gave us 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. - Best Western Hotels & Resorts