Lizard in the room
My wife and I stayed here on Thursday September 17, 2020. I checked out on Tuesday 22 and I did not have a good experience. We stayed on room 332 on the 3rd floor. Our first night while my wife was in... more
My wife and I stayed here on Thursday September 17, 2020. I checked out on Tuesday 22 and I did not have a good experience. We stayed on room 332 on the 3rd floor. Our first night while my wife was in the bathroom drying her hands, she saw a lizard on the floor. We assume it was on the towels but my wife was really scared. We were shocked since we had never had a problem in any hotel and this one that is supposedly "highly recommended" offered us this horrendous experience. After a few seconds when the panic went down, we caught the lizard with a towel and put it in a bag. We decided to take it to the front desk to let them know what happened and even worse was the experience with the receptionist. Without even apologizing, he just made a rude comment asking if we were afraid of a lizard. Later he told us that he would write it in his notes to let his manager know and no one ever followed up. Instead we followed up with the morning receptionist the following mornign and she just said that she did not know why it happened. I can't believe that this hotel did not do anything about it. Other thank that the service was okay less
Bestwestern SantaAna, General Manager at Best Western Plus Orange County Airport North, responded to this review
The pictures you provided of the lizard looks to be someone's pet, this lizard looks too docile and easily captured for photo to be taken. Also the tile doesn't look to be our hotel room, we do not have this style of color of tile for the guest rooms.