Poor service, poor resolution, poor communication
13.02.2017 Jon F, Los Angeles, California
Never Again! I have a daughter that we visit in San Diego and we have stayed at the Seven Seas (as well as other hotels) multiple times. During a recent stay, we checked in to room 102 and the lock ... more
Never Again! I have a daughter that we visit in San Diego and we have stayed at the Seven Seas (as well as other hotels) multiple times. During a recent stay, we checked in to room 102 and the lock didn’t work. No big deal, this happens. I walk back to the Front Desk and get a second set of keys and they send up the Maintenance man. The second set doesn’t work but his pass key does. He says to give it 15 minutes and try again (no big deal). We unpack and start making plans for the night. I check the door after 15 minutes and the same thing happens” it doesn’t work, no green or red flash of light. We lock up the room and head out to dinner; I drop the keys off at the front desk and tell them that they new keys don’t work. I ask them to fix and verify the fix to the problem as we are going out to dinner.
After a nice dinner, we drive back and I pick up the new set of keys from the front desk. You guessed it, the new keys don’t work; no flash of light, nothing. I trot back down to the Front Desk and now things are turning unacceptable. I let them know that three sets of keys don’t work and it is time to give us a different room. At first they were reluctant saying that they didn’t have a room and then they found one. They gave us a fourth set of keys and sent the Maintenance man back up to the room. Number 4 doesn’t work but the pass key works fine. We grab our luggage and move to the new room.
Well, not exactly new, room 344 was about ¾ the size of the original room and had 2 double not queens. The room was well used and did need to be upgraded, but oh well. During checkout, I mentioned how we got a downgraded room and that due to all of our difficulties that we should receive some sort of compensation. The desk person told us that since we pre-paid for the room that they could not apply any sort of compensation. She told us that we should contact the booking site and that they would negotiate something with Best Western. She gave me the name of the Operation Manager and offered us a free breakfast. We were behind schedule so we left.
The following day, I contact Hotels.com and explain the situation. They contact Best Western Seven Seas on my behalf. The response from Best Western is that it is against their policy to do anything about this. I did call the Operations Manager Steve Gennaro (619)291-1300 x174 and have not received a response yet. My negative experiences come from the fact that:
1) Best Western Seven Seas did not quickly rectify, verify that the door was fixed
2) Best Western Seven Seas did not escalate a solution quickly (4 keys? Seriously)
3) Best Western Seven Seas did not provide an equivalent replacement but a downgraded room
4) Best Western Seven Seas deferred the problem to Hotels.com as they said that they could do anything about pre-paid bookings
5) Best Western Seven Seas declined to offer any compensation through Hotels.com as that was against their policy. If that were true then the guidance provided above was a way to defer blame and place more obstacles in the way resolution
6) Best Western Seven Seas has yet to return my call. less
bw7seasMGR, Manager at BEST WESTERN Seven Seas, responded to this review
Thank you for your comments regarding your recent stay at our property. On behalf of our entire team, we would like to apologize for not exceeding your expectations. Your satisfaction is important to us and we will be using the feedback you gave us to implement improvements to ensure we offer a better experience for guests in the future. Thank you.