08/07/2019 Christyte, Long Beach, California
The check in and the room all seemed fine. After being in the room for just over an hour, I went to eat a cookie from a box of cookies I had purchased. There were ants all over the inside and outside ... more
The check in and the room all seemed fine. After being in the room for just over an hour, I went to eat a cookie from a box of cookies I had purchased. There were ants all over the inside and outside of the box, and a line on the counter. I tired to kill them but they were all over. I tried to call the front desk but the phone was dead. I discovered the phone was not connected. I had to push the bed away from the headboard and plug the phone in. I told the woman at the front what happened and she sort of laughed, “Yeah, ants are all over Carnarvon. They’re under the ground.” I asked, “So I just need to throw away my food and stay in a room full of ants? There are also mosquitoes in here.” She responded, “You can have some fly spray.” She brought me an almost empty can of fly spray to spray on the ants and into the air to kill the mosquitos. I had to throw away some food and put the trash can outside so the ants wouldn’t continued to come inside.
The motel does have a washer and dryer available for use, which was fine. The continental breakfast was ok. It was so hot in the room that all the juice pitchers were sweating.
If it weren’t for the ants, this place would be a fine place to stay. less
Amanda H, Marketing Director at Hospitality Carnarvon, SureStay Collection by Best Western, responded to this review
We are so terribly sorry that you had and issue with those pesky ants at the time of your stay and we sincerely appreciate you bringing the regrettable staff handling of the situation to our attention. The ant invasion of your room is most certainly not a regular occurrence and I have not had any previous feedback in this regard over many years with the organisation, and on speaking with the Manager, it appears that the recent heavy rains over a couple of weeks this season seemed to have created an usual pattern for them which was being managed as best as possible by housekeeping and maintenance – subsequently your room was clearly targeted. That said, we are both not overly satisfied with the handling of the situation at hand. The staff member involved has been addressed regarding this and we sincerely apologise that the experience of our usually excellent level of customer care was not provided. We are pleased that overall you appear to have enjoyed the stay overall and we thank you for choosing to stay with us whilst in town.