I stayed at this “hotel” twice in one week. 1/11/18 & 1/14/18. I used a bidding site, filtering to a 3 star hotel in the Roseville/Rocklin area. First let me say this is NOT a 3 Star hotel, at least not the part of the motel my room was located. There is one small building, right on the freeway, that would classify, in my opinion, as a hotel. It has closed halls and appears recently updated. The part of the motel that I was put in has open hallways and is small and old. Transients were loitering in the back parking lot and there appeared to be residents living in some of the older rooms. While they have put updated furnishings in the rooms, it is just lipstick on a pig. My first stay was ok. When a suitcase is rolled along the open halls, it sounds like a jet engine which makes for a noisy stay. The room was very small with new furnishings that were too large for the space, making getting around difficult. The staff on this visit were accommodating and friendly.
My second stay the room was larger and appeared more recently updated. It was located just outside the indoor halls, but still outside. Quieter, but I believe that was because of our location, most rooms outside will be noisy. Both rooms had showers that didn’t drain, which is gross, but rooms looked clean. The staff on my second visit was rude and not accommodating at all. Despite having numerous open double rooms, he refused to change us to one, because our reservation was made through a 3rd party site. I was traveling with my adult son and needed two beds. No manager was made available to speak with. My first visit, I requested a double room and the change was made with a friendly response and no issues. On the second visit, I had to call the 3rd party site to have this change made and it cost me an additional $5 made payable to the hotel, however this was not offered to me upon my request for a double room (I would have happily paid it and not felt the customer service was poor). I travel bi-monthly to monthly to this area and use bidding sites almost exclusively to book my hotels, however if this is what they classify as comparable to a Hilton Garden, Courtyard or Hyatt Place, they are mistaken. Additionally, I have not come across this sort of poor service at any of the other hotel chains in this area. The Comfort Inn in Rocklin is also a older facility that was recently updated, however is much nicer than Orchid Suites, but it classified as 2 1/2 stars on some booking sites.... go figure.
This hotel may have received a higher rating from me despite not being representative of a 3 Star hotel, however the poor service from Derek was unacceptable. If you read reviews, look at the manager response on some sites. Her argumentative tone with guest reviews shows an unapologetic approach to her style of customer service and I will bet this facility will drop in satisfaction and stars over the coming year. I will never stay here again. less
BWPOrchid_Management, General Manager at Best Western Plus Orchid Hotel & Suites, responded to this review
Thank you for taking time to review your stay. I am sorry to hear that you did not enjoy your stay with us. I will talk to the front desk agent that checked you in about the issues you expressed. If you do decide to return in the future reach out to me directly and I can upgrade you to a larger room in the interior portion of the hotel.