Front desk staff is indifferent and inexperienced
10/10/2016 marathon308, Los Angeles, California
We arrived on a weekend at 2:35 PM on a Sunday. It is OK to deny checking in before official 3 PM, although we were never denied a room upon arrival 25 minutes before official check in time, on a non ... more
We arrived on a weekend at 2:35 PM on a Sunday. It is OK to deny checking in before official 3 PM, although we were never denied a room upon arrival 25 minutes before official check in time, on a non holiday weekend day.
I begged several times to check if there was an available room, so they finally called by the wireless radio the cleaning team and see if there was a clean room available. The cleaning ladies ignored the calls. Then a cleaning lady P' descended the stairs, passed close to the front desk but ignored the front desk calling her. So I raised my voice and P' came to the front desk, unwillingly reporting that she prepared 6 clean rooms. It became clear that there were several rooms available, but the front desk staff had no knowledge about it. It also became clear that the novice front desk staff and the cleaning staff are not getting along. It seemed that the front desk staff was just waiting to end their shift and go home.
Trying to charge 25% more - We reserved our room 4 months in advance, requested a room in the upper floor, near the elevator at a certain rate. Finally the guy went forward to check us in, requesting me to sign for a rate higher by 25%. I pointed out to him that our rate was different. At that moment, M' a more experienced lady showed up and the other staff members were gone. M' interrogated me about the rate and instead of honoring it, requested me to introduce her a printout of our four months old reservation. I went back to the car and provided her a copy. Nor M' neither anybody else ever apologized for trying to charge us 25% more.
The king size bed room was newly refreshed and everything looked new. Although quite compact, it was comfortable. It was also equipped a capsule coffee maker. It never worked, so at 8 AM I contacted the front desk. They sent over a maintenance guy. In similar cases, the only immediate solution is to replace the machine. The maintenance guy came upstairs only to apologize that he had no knowledge how to handle the coffee maker and he recommended us to go and have coffee at the lobby.
Wifi was free and OK. Parking was free. A limited hot breakfast buffet was served (at no charge) at the coffee shop, a lot better than a continental cold breakfast.
With a more careful selection of front desk staff and training them to go out of their way, this facility could earn a 4.5 instead of 3. less
Mayra G, Manager at BEST WESTERN The Inn Of Los Gatos, responded to this review
This is absolutely not what we want for our guests. The experience you had is not part of the new culture we are bringing to our hotel, and as such I would like nothing more than to resolve this issue with you personally. Please reach out to me directly at email@example.com so that we can discuss this matter further.