On several previous occasions, I enjoyed the nights spent at this rural facility without problems. The 16-19 August 2018 visit was very, very poor.
On this visit, I paid San Francisco hotel prices for 3 nights lodging to attend medical meetings. At this room rate, I expect excellent housekeeping services. Halfway through this stay, I learned the dirty bed linen was not changed on a daily basis.
The hotel failed three times to inform me of their policy: first, the hotel's website did not mention the policy when the Reservation was made; second, at Check-In, the hotel staff did not mention the policy; and third, there was no In-Room literature or signage with regard to the hotel's bed linen policy.
Whenever I stay at a hotel, a small pencil mark is placed in a specific spot upon bed linen to verify whether or not the sheets were changed. On Friday,17 August at 2200 hours as I retired for the evening, I noticed the bed linen had not been changed.
That night I did not sleep due to previously soiled, smelly bed linen.
On Saturday morning, there were multiple conversations with Front Desk personnel. In brief, (1) they verified their website does not mention the bed linen change policy; (2) there was no Supervisor or Manager on weekend duty; (3) the hotel General Manager was not available until Monday morning and could not be contacted before that time [My scheduled hotel departure was Sunday morning.]; and (4) promises made by the Front Desk were not kept.
18 August 2018: I telephoned Best Western Customer Care for help. They stated these matters are handled by a Mediator and then assigned a Case Number. I was told a Mediator would contact me within several days. [After 30+ days, zero contact from a Mediator.]
22 August 2018: I mailed a letter to David Kong, President and CEO of Best Western Intl., outlining problems and proposing a solution. No response.
23 August 2018: An e-mail was received from Kate Perkins, claiming to the General Manager Best Western Plus Sonora Oaks Hotel & Conference Center. The e-mail cited (A) hotel's bed linen change policies and (B) encouraged a return stay. The e-mail did NOT (1) address hotel's repetitive failures to inform the Guest PRIOR to problem occurrence or (2) propose a reasonable solution. Hence, why would anyone return for more abuse?
28 August 2018: An e-mail was received from Kate Pame, claiming to be the General Manager Best Western Plus Sonora Oaks Hotel & Conference Center. The e-mail was similar in content to 23 August 2018 e-mail from Kate Perkins.
7 September 2018: I sent an e-mail to Kate Pame & Kate Perkins, asking if they are the same person or different persons, both claiming to be the General Manager Best Western Plus Sonora Oaks Hotel & Conference Center. No response.
27 September 2018: After 30+ days without any response from Best Western's Customer Care on the Mediation claim, I telephoned for an update. During this conversation, I learned (1) there is no Mediator or Arbitration process and (2) Best Western Customer Care ONLY takes "notes." They will not do anything else. Bottom Line: the Customer loses.
1. On 3 separate occasions PRIOR to problem occurrence, the hotel failed to inform the Customer of its bed linen changing policies.
First: at the time of website Reservation, there was no mention of this policy.
Second: at the time of hotel Check-In, there was no mention of this policy.
Third: the In-Room literature contained no mention of this policy.
2. Despite their repetitive failures to inform IN ADVANCE, the Customer is held a financial hostage by the hotel. To inform AFTER the fact is shaky legal ground, the hotel's current position.
3. The hotel refuses to take the honourable course of action and fix the problem. I paid for 3 nights of sleeping accommodations. Due to dirty, smelly bed linen, I did not sleep 1 night. Do the math.
4. Customer Service is clearly an unknown concept at this hotel and at Best Western. For the latter, any Customer Care begins and ends with the title. Moreover, BW Customer Care misrepresented their services on 18 August 2018.
5. I purchased services that I did not receive. The hotel refuses to correct.
6. The medical conference organisers are well aware of these problems. less
Kate P, General Manager at Best Western Plus Sonora Oaks Hotel & Conference Center, responded to this review
Thank you for taking the time to share your feedback with us. On behalf of the entire team, we apologize for the problems you experienced during your stay with us. We take guest concerns very seriously and we are taking additional steps to avoid this issue in the future.
We are happy to see that our staff provided you with a refund for your second night stay. We appreciate your feedback and we are happy to look further into your suggestions, to better help us serve our guests. Thank you again for taking the time to share your feedback.