Fire log smoke in the room
My wife and I stayed there Jan 17/20 in one of their suites. I think it was 316, but am not sure.
The property has many things going for it, but we will never stay there again. The room has a firepla... more
My wife and I stayed there Jan 17/20 in one of their suites. I think it was 316, but am not sure.
The property has many things going for it, but we will never stay there again. The room has a fireplace with one of those fire logs. Just light it with a match they supply and it will soon become engulfed. Also handy by are instructions that say, amongst other things, “do not move the log”. We did not.
We were woken up by a fire alarm and the phone soon rang. They sent somebody up and he arrived about 15-20 minutes later. During the interval. I had become affected by the smoke and felt sick. I opened up the front door and lay down outside the room. The fresh air felt good. The employee arrived and stepped around me. He did not ask how I was, let alone ask if I needed medical help.
I was not drunk.
I hear him talk to my wife and blame the improper placement of the log on housekeeping. Nonsense. This was a training issue. When he left. I had managed to sit up, but I was still outside. All he said upon leaving was “good night”.
When we checked out the next morning, I, I calmly expressed my displeasure to the male employee on duty. “Sorry” is all he could manage at first. Then he offered “to take a few bucks off”, which was 20%. For
Maki me sick and stinking up our room? Entirely inadequate. Isn’t this the state where people sue for whatever? They should have at least offered to refund 100% of what we paid. We will not stay here again. less
Kendall C, General Manager at Best Western Sonoma Valley Inn & Krug Event Center, responded to this review
Dear elizabethwV2859JV,
I am sorry for the event with the fire log last Friday night. I looked through the notes in your reservation and spoke to the staff that was working as well so that I could better understand what happened.
As I was told, the log the and grate were too close to the opening of the fireplace. Our staff has been trained on this but unfortunately mistakes do happen and having the log so close the front of the fireplace can cause smoke to enter the space of the room. The front desk said that when you spoke to them they immediately offered to send someone to your room which you initially declined. At some point our assistance was accepted
The gentleman who came to your room told me that when he arrived you were out in front of the room lying on the tile. He said he asked you if you were ok and you dismissed him. At that point he point he thought you were ok and wanted him to leave you alone
Then following morning you were offered a %25 discount which you declined. I have gone ahead and applied the discount anyway. I am truly sorry for the inconvenience that you experienced
Best Regards
Kendall