Ant invasion gets you 10% off one night.
18/07/2017 jimcM4124NC, Los Angeles, California
I've stayed at this hotel MANY times when visiting my girlfriend's family in Porterville, CA. This time we brought my two daughters so I got two rooms adjoining. After the first night, my girls woke u... more
I've stayed at this hotel MANY times when visiting my girlfriend's family in Porterville, CA. This time we brought my two daughters so I got two rooms adjoining. After the first night, my girls woke up to ants all over their end table as well as on their beds. Not a couple ants, an infestation. They were on the floor as well as their computer backpack inside and out. My youngest even had some in her bed with her.
Ultimately, we were relocated after first being told they were going to clean that room thoroughly. I ended up moving all our stuff to the second floor with the help of the one really great girl who works the front desk. Moving two rooms when it's 108 outside isn't what I had wanted to be doing during this trip, but it was necessary.
I informed the front desk lady, Minni, that I wanted a call from the manager or owner before the end of my stay and I wanted to be informed on what change would be made to our rate. We were there for 4 nights, two rooms. Mind you, the money is the least of my concerns. This is about doing what's right. I'm in the customer service business and know the importance of taking care of customers.
I never got a call back. So, I called on my drive back to LA and asked the manager on duty what was being done to our bill. He informed me that the owner said they would be taking 10% off the first night of one room. I was blown away. And I admit, the manager was on the receiving end of some sarcasm. I asked him to repeat it again to me... and to tell me that 'Here at the Best Western In Porterville, if your kids wake up with ants all over their stuff as well as on their bodies in bed, we are happy to offer you a 10% discount on one night." I told him the obvious thing to do here would be to fully comp one night on one room. That's one out of the 8 charged nights. That wouldn't be what I would do, if I ran the place, but it should be the minimum. I asked him to have the owner call me within an hour and tell me himself of the decision. The owner did call back and informed me that actually he'd be doing nothing, as we were moved to different rooms. This is among the worst failures of common sense I've ever experienced. And again, money is the least of my concern. Heck, I'd give anything that came off my bill, to the charity of Best Western's choice. Money is not what concerns me here. It's pure incompetence.
I've contacted corporate and look forward to their thoughts/position on this. less
, General Manager at Best Western Porterville Inn, responded to this review
Thank you for your feedback. I am very sorry that your room at the hotel had ants. We are working to eradicate this pest. We know how these pests are a big nuisance and we will continue to make every effort until the ants are gone.