30/11/2016 Kathy B, Union City, CA
We stayed here over Thanksgiving. When we arrived the water was turned off for plumbing maintenance - suppose to be off from noon to 2pm. We checked in at 2:30 and still off. They said it would be ... more
We stayed here over Thanksgiving. When we arrived the water was turned off for plumbing maintenance - suppose to be off from noon to 2pm. We checked in at 2:30 and still off. They said it would be on at 3:00, then 4:00, then 5:00 - still no water. Couldn't flush a toilet, wash hands, cleanup.... We went to dinner around 5:30, upon our return we were told the water was turned back on about 5 minutes after we left. Okay, we can deal with the situation and now it's resolved - NO. Shortly after we got back to our room my husband took a shower. You get instant hot water - that's good as there is no water waste. All went well til I went in to take a shower - NO WATER. We contacted the office - told the main water line busted. It would be a couple of hours before the repair people would show up (they got there after 10am as our room faced where the problem was and the flood light didn't come on til 11:00 or so if I remember right). they did not know how long it would take to fix it. Great - I couldn't clean up, brush my teeth, flush the toilet, wash my face..... My husband had the ingenious idea to get some ice from the machine - heat a cupful at a time in the microwave. So that's how I cleaned up - not the best; kind of like camping except with electricity. Around 9:30pm we got a call saying that we could check in at another hotel (we had prepaid for this place) and that our first night was no charge. That seemed the least they could do. Around 11pm we went to sleep. The next morning when we got up we had water - Great. We went down for breakfast (they do have a good breakfast - made to order eggs, hash browns, etc). When we went down the fella at the counter said - oh - you will only get 50% off for last night!!!!!!!!! because they got the problem fixed during the night. So!! Did they bother to call and tell me during the night - NO. How can a business tell you a free night then change to 1/2 of the cost. He said that the call was made prematurely. So is that my problem??? This was no way to treat a customer. My husband and I walked over to the Marconi Auto Museum - my husband is a car buff and really enjoyed it. It's a 45 min walk each way and all sidewalks. When we got back from the walk the fella at the counter said, oh, the water has been turned off!!! they had to finish the work and it would be back on in about 30 min - it was longer than 30 minutes. I understand things happen that is unforeseeable but the reason for the 2 stars and that I won't return is telling me a free night and then saying oh btw you only get 1/2 off the one night - BAD BAD BUSINESS (someone was a bit greedy and didn't want to give out free nights - my take on it) less
BestwesternSantaAna, General Manager at BEST WESTERN PLUS Orange County Airport North, responded to this review
Thank you for taking the time to provide feedback regarding your recent stay with us, we are sorry that day you had issues with the water. Due to leaking main water valve, beyond our control, we had to make repairs and we were able to repair it for that day, the already provided discount is the only hotel compensation that will be provided.