I don't usually do any reviews online, but I made a TripAdvisor account so people are aware of how unprofessional staff is. I stayed from January 3rd to 6th, 2020. I checked in on January 3rd around 6... more
I don't usually do any reviews online, but I made a TripAdvisor account so people are aware of how unprofessional staff is. I stayed from January 3rd to 6th, 2020. I checked in on January 3rd around 6:32 am. Fortunately, there was a room available and we were given keys to Room 315. When we walked up the stairs, we noticed a 5'6- 5'7 guy wearing a grey zip up with a black beanie two doors from our room. He looked a little odd and was staring at us. He paced back and forth on the 3rd floor. We quickly went inside our room to take a nap. Around 10am, we heard loud knocks on our door. My partner looked through the peep hole and she said it was the same guy we saw. We didn't open and he knocked again! The knocks were loud and sounded as if it was an emergency. We ignored it again and couple of minutes later, he knocked again! We looked through the peep hole and there was no one there the third time. We were scared because what if we open the door and he barges in? I called front desk immediately. I gave details of the guy and she said maybe it might be security. I was confused because why would security knock that loud and the guy was not in uniform. She said she would call security and ask if they came upstairs to room 315. She put me on hold and it took awhile, so I called front desk again and Fernando from front desk answered. I told him my concerns and asked if we could switch rooms and he said no. He asked if we wanted the police to come and I said no because no one is getting hurt and we feel uncomfortable because the guy is probably hiding somewhere and he knows our exact room door. I wanted a switch of rooms so that he does not know where we are staying. Fernando said rudely "we are not switching rooms for that reason" I said why? He said "because we are fully booked". I asked him "what if the guy comes in and takes our stuff?" He said "why would he come in and take your stuff?" and I said "what if he barges in while we walk out. I feel uncomfortable". Even though Fernando was willing to call the cops for us, I was SO UPSET that he disregarded the safety of our lives. I don't think he understood that the guy is nowhere to be found at this point. We don't know which part of the hotel he is at. What if he is hiding? But what we do know is that he knows our room number. It is even more dangerous at night because what if he comes into our room out of nowhere when we didn't see him? It is our safety at this point. I cussed at Fernando and hung up. He called back and my partner answered. Fernando said "I'm calling the police. You're checking out". We told him go ahead and call the police. He told us to cancel through Expedia before 12 so we get a full refund. I have worked at a hotel for 7 years in San Francisco. Guest satisfaction is always a priority and Fernando was disrespectful and unprofessional. Who is he to kick us out of the hotel? This is how women go missing because of employees like Fernando who doesn't seem to care and believe us.
We packed our things and went to the front desk where we did see Fernando and voiced our concerns. Michael, the accountant was able to talk to us and offered another room. We did not drive from San Francisco to LA to have these problems. We agreed to the room change. I thought Fernando told us the hotel was fully booked? How is Michael able to give us another room? That shows Fernando lied and disregarded our feelings and safety. We have stayed at Best Western Plus before and we chose to stay again because of the nice staff and stay. We are SO disappointed and will never stay here again. When we went upstairs with Michael to check out the other room we were switched to, the suspicious guy came downstairs to front desk. THEN Fernando seemed to "care" and got the guy's license plate. We were not lying and it felt like he took us seriously after he saw the guy, which is not okay. That is not how you treat guests to your hotel. I informed the general manager who also stated the hotel was fully booked over the weekend. That is a lie because you can't check someone in at 6:30 am if rooms were not available!!!! I know how these operations work so it's funny that he's trying to cover up for his employee especially when his own accountant told me directly there were multiple rooms available!!!! less
BestwesternSantaAna, Manager at Best Western Plus Orange County Airport North, responded to this review
I am very sorry to hear about your experience with us. We have already spoken to front desk staff and reprimanded the employees.