Westlake Village Inn

Review: Beautiful property, awful staff and manager Robert W is not helpful. On Thursday, July 4 2013, WLVI watered rather early. The sidewalks were wet and slippery. My wife fell and had a rather significant bruise and residual soreness, no broken bones. We were told they would cover medical care, but going to an ER late an night for a bruise seemed a waste of money. If her pain, increased we could visit the ER. We asked that the front desk refused to place a sign warning others. They asked to take photos of my wife's arm and buttocks! On contacting Mr. Wichter, we were again told to go to an MD for unnecessary medical care. Our party with over twenty rooms had many problems with check in and check out, as well as ongoing problems with room keys that did not work. My sister was staying in one of three rooms I reserved. She arrived a few hours before my mother and explained that she was staying in the room. When I arrived, I had explained that I made all the reservations, and that my sister, Shelley Perloe was paying for the room! They refused to let her check because she was sharing a room with my mother who had not yet arrived. Whe I arrived, they argued about letting me check in for my mother. When my mother, Betty Perloe checked her luggage at desk when checking out, they called my room repeatedly telling me that she had just arrived and that they wanted to deliver it to my room. Someone we had to repeatedly convince them that my mother was not checking in but that she was checking out. One person checked out early, and they cleaned the room to re-rent it and would not credit if the room was filled. Many in our party expressed that they had experienced rude, indifferent treatment at the front desk as well as receiving incorrect information by the concierge about local sites and activities. Front desk and Mr. Wichter's attitude is that guest is always wrong. The staff's indifference to customer safety even after the risk was pointed out is just plain and short negligent.Desired Settlement: I would like a refund of one day on the reservation paid by Shelley Perloe and two days on the reservation paid by Mark Perloe, for the inconvenience, and unnecessary pain and bruising my wife suffered immediately before our daughters wedding. I'd like them to address the repeated and ongoing complaints on many websites about poor customer service. I'd like their managers to be trained on safety concerns and make efforts to minimize the risk and of guest falls and injury on the property.

Consumer

Response:

Review: 9630714

I am rejecting this response because:

The hotel personnel asked to take a picture, not us.

I asked to place a warning sign to warn other guests that the area was slippery. They ignored this request.

Going to the Emergency Room for a non-emergent condition would have cost them far more than providing a full refund for one day. They did not offer the amount stated in this letter, he offered half that amount.

Again, they erred in describing the situation regarding my sister. I personally had made all the reservations, I had made the reservation for my mother and my sister. They did not record my sister's name or ask if anyone else was staying in the room when I made the reservation. I made the reservation, and they refused to let my sister go to the room despite my identifying myself as having made the reservation, and the front desk was aware that I made the reservation, they still refused.

Regards,