Outright Lied To
26/09/2016 ,
We were lied to when we reserved here! We were outright lied to by reservations and later by management once we were on site! We reserved a "Suite" as they indicated that it had a living area, a kit... more
We were lied to when we reserved here! We were outright lied to by reservations and later by management once we were on site! We reserved a "Suite" as they indicated that it had a living area, a kitchenette and 2 King rooms. However, their "Suites" are not Suites. They are just two adjoining rooms with ONE ONLY ONE BATH...it did have a kitchenette, but no living area...the living area had one chair only, which is just like a regular hotel room! Literally, the only place to sit was on the beds. This was unsuitable for us as we needed a living area for small children to play and made this clear to reservations when we were querying about this hotel. (We were also considering another local hotel and VRBO.). Besides the living situation, we were told we had a view and a balcony...the view was of the roof with a distant side view of Shasta and no balcony. It should also be stated that the reason that we were dealing with the hotel to ask about the "Suite's" details is due to the fact that there were no pics to be found of it anywhere on the internet.
Once we arrived and found out that this was not at all what we were told, we were lied and condescended to by the staff, and particularly the Assistant Manager - Mallory. She told us that the definition of a "Suite" was a matter of "perspective" and that we had not been lied to, we had just been "misled"...good spin control!! She indicated that we were amateur travelers as any seasoned traveler would know that the definition of a suite was a matter of perspective...what was a suite to one person was not the same for another. Unbelievable!!!
Lastly, I should say that I am no spring chicken and I have traveled millions of miles and stayed at hotels all over the world...never have I been sold two adjoining rooms (one with a kitchenette) as a suite! Nor, so blatantly lied to and condescended to. less
Marci W, General Manager at BEST WESTERN PLUS Tree House, responded to this review
Dear Valued Guest ~
First of all, please accept our sincere apologies for the problems you encountered during your stay. Our #1 goal is complete guest satisfaction, and I am very sorry to hear that was not the case in your situation.
Please understand, that people have different definitions of a hotel "Suite". The term suite is defined as: "A suite in a hotel or other public accommodation denotes a class of accommodations with more space than a typical hotel room." Some hotels may or may not have a living space, or an extra bathroom in their suites. All of our two bedroom suites have two sinks, and only one bathroom, which all of our staff are aware of and convey to anyone reserving one of our two bedroom suite rooms. Again, I am sorry if there was miscommunication about this, as we are always will to provide adjoining rooms for persons needing two bathrooms.
Secondly, I wish to make it clear that none of the staff at the Tree House would ever outright lie to any of our appreciated guests, and our only goal is to make each and every guest experience outstanding. Mallory, our AGM, having worked here for over 8 years, is one of the most informed, dedicated, and valuable employees I have ever had the privilege of working with.
Again, we wish you well, and regret that we were not the right hotel for you.
Best Wishes,
Marci Wenstad
General Manager