Property ok, staff need some work.
09/07/2019 119randallp, Mission Viejo, California
From check in to check out the situation was not handled as one would expect. I have stayed in hotels over 1,500 nights with extensive business travel. This place did not offer the best rate when I ... more
From check in to check out the situation was not handled as one would expect. I have stayed in hotels over 1,500 nights with extensive business travel. This place did not offer the best rate when I called and asked for it - fould one $30 less per night online. When I asked about it by phone they then offered the rate. Only to let me know on arrival that the rate was wrong online. Of course by then I was already there and did not have tie to consider other options. Why was I calling - specifically to see about a late check out. Otherwise I would have simply booked on line. The rate question alone would not have prompted this review. We were told our room was on the deluxe wing - if you call deluxe wing rooms that have not access other than a stairway leading uo to them I guess that is deluxe. When e were sold this deluxe option on the phone the size of the room was mentioned as larger but the stairway only arrival was not mentioned. We literally loaded a cart with all our road trip items that included a cooler only to have to unload it all to carry it up the stairs from the second floor (to which we rode an elevator) to our delux wing. We were also sold on a balcony - the balcony looked out to a busy frontage road. It added nothing. BUT now the reason for the negative review. Remember why I had called to book rather than just booking online. It was to know we could have the late check out. I was told Noon wouldn't be a problem but 1 pm may be a stretch as it was the busy season but to simply call the AM of departure. We did this and the person, SUE, who answered the phone was rude and uninterested in our situation and said NO - out by 11! She was also rude related to the internet wireless question I asked. Also the hook on the back of the bathroom door needs to be fixed, wasn't on door securely so no hook in bathroom. Also get some desk lamps with USB or power in then, this is 2019. less
BWWesleyInn, Sales Manager at Best Western Wesley Inn & Suites, responded to this review
Good morning, 119randallp,
Thank you for sharing your experience and we appreciate all of your comments. We do apologize that you did not have a good stay with us. Our staff always wants to improve our service, hotel and guests experience and your comments will be used to do that. We really do welcome your comments and will be taking care of the hook on the back of the door. The lamp was checked and there are two separate ports for plug ins, but will check the others. We do know it is important for our business travelers in particular. There were elements of your stay that could have been handled differently and we are so sorry it left you with a negative experience. They have been addressed. Please know 119randallp, that you are a valued Best Western guest and more importantly, our guest. We would love another opportunity to serve you and to have you leave with new memories and a wonderful stay. Please let us know if we may help you again.
Kindly,
The Staff of the Wesley Inn & Suites