I needed to visit Orange County and quickly reserved a room at this hotel because it was centrally located. For several reasons, all of which are enumerated below, I suggest that you AVOID this property at all costs. I travel often and stayed in a hotel more than 100 nights last year. I had a front desk associate lay in my bed and when I complained the Manager of the property e-mailed and banned me from the property. She even threatened to SUE me if I left a bad review online.
I have never stayed in a Best Western and never will after this experience.
When I arrived I approached the desk. A young woman busied herself with paperwork and merely stated, "ID, please." I did not respond. She continued with her paperwork, typed in the computer, scribbled some notes and stated without looking at me, "ID." I told her that I would wait until she finished. She let out a long sigh and said, "Ok. ID and credit card." I gave both to her and she hurried with the check-in process. She failed to share details of the property, route to the beach, or location of the elevator.
(2) THE ROOM
The room was old, worn, and felt depressing. No frills at all. I dropped my bags off and decided to explore.
(3) THE BED ... HORRIFIC
When I returned I showered and was eager to settle into a nice relaxing slumber. I pulled back the sheets and the bed felt like a ROCK. I am in my mid-30s and have a lifetime of experience with furniture - chairs, sofas, benches, mattresses. This mattress was by far the MOST uncomfortable piece of furniture ever encountered. I got no sleep.
(4) INITIAL ATTEMPT TO RECTIFY BED EXPERIENCE
During the late afternoon I spoke with KYLE at the front desk in an attempt to remedy the bed situation. I requested a mattress pad. He asked my room number and said that he would be right up. Kyle arrived to my room and announced that the mattress pad was $25. I was shocked! He then said it did not matter because they were out of them. Then the STRANGEST thing happened. Kyle said that HE needed to evaluate the bed. He entered the room, approached the bed, pulled back the covers and LAID DOWN IN THE BED with his clothes on. I was shocked, disgusted and appalled.
(5) AWAKEN AT 6AM
On the morning of my check-out I was awaken at 6AM by dumpster and glass clanging. A third-party company spent nearly 15 minutes dumping the trash and making lots, and lots of noise.
Prior to check-out I spoke with William. I told him about the bed incident with Kyle. He acknowledged it was inappropriate and said that he would resolve the matter. William also shared that he lives in a $1.8 million dollar beach house and added that HE was the front desk manager and was promoted after only 3 months because he has a degree and that left Kyle and others jealous.He told me to prepare for check-out and by the time I returned everything would be handled. I went to my room to shower, noticed that the shower had NOT been cleaned from the day before and proceeded downstairs.
This is what happened ... William said he could only offer me 10% off because he did not have override privileges and that the manager would handle and I should contact her. He then admitted he was a supervisor and in training. William THEN said that if I did not like the bed I should have just left the night before. William stated that he had discounted my room. I asked how much I would be charged and he said, "I don't know. I'm still in training." I found it odd that he was unable to give me an amount. He even pulled out a calculator, got flustered and told me to check my credit card in a few days. Prior to leaving I stated that I was very displeased and that I would leave a review online.
(7) THE MANAGER'S THREATS
The next day I received a survey from Best Western. I evaluated my stay and provided details of my experience. The following day I received TWO e-mails from the Manager. The first was a standard apology respond. I responded that I wanted to discuss my discount since William said the Manager would provide such.
After a few hours I received a SECOND e-mail in which the Manager informed me of the following:
- No further refund would be forthcoming
- That I am banned from the property
- That she heard that I planned to leave a review and if I did she would seek litigation
- Despite the foregoing, she stated that she spoke to the entire team about the service they provided me because it did not meet the company standards
I have literally stayed ALL over the world in countless countries on FOUR continents. Never have I encountered such and never have I been banned. Avoid this place at all costs. less