Best Western Oceanside Inn

Dear Ms [redacted] , Thank you for taking the time to write about your recent experience at the Best Western Oceanside InnFirst and foremost, I sincerely apologize for any inconvenience you faced during your stay Please be rest assured that our hotel is regularly serviced by a reputable pest control company and we are taking every step possible to prevent pests at our hotelTherefore I hope you can understand that the cockroach you found in your room was not due to neglect or oversightAs soon as you reported finding a cockroach in your room, my Front Desk Agent appropriately handled the situation by immediately moving you to a new roomYou expressed no complaints about your new room and chose to remain at our hotel and continue to use our facilitiesThus, the issue was considered resolvedThe next morning when you came to check-out, I again apologized to you for the unfortunate situation, advised you that we reacted accordingly by relocating you to a new room, and therefore no other compensation could be offeredTo this explanation, you simply offered an expletive before taking your receipt and leaving the hotelHowever, about two hours later, you returned to the hotel to again ask for some form of compensationSeeing as you had checked out, I advised you that you were no longer a guest at our hotel and that there was nothing further I could offer youI apologize if my actions came off as rude but I refuse to work with individuals who use profanityDespite my firm decision that we had nothing further to discuss, you insisted on speaking with meI’m sorry to say that it eventually got to the point that despite my best efforts to reason with you, you would not leave the property and therefore I had no other option but to call the police Respectfully, [redacted] General Manager Best Western Oceanside

The guest had a guaranteed reservation with the Best Western Oceanside Inn. To no fault of the hotels, the guest ([redacted]) booked a reservation for the incorrect date. Reservations made through Best Western's Central Reservations have a minimum 24 hour cancellation and modification period. [redacted]...

failed to cancel within the allotted time frame, 24 hours. A room was held all night for the guest the evening of the 7th and checked in at 3 Am right before our audit is run because he had not shown up yet, as seen on the attachment. Later that morning at 9:53 AM the reservation was checked out due to the No-Show. Our charges for this guest will stand.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I am not satisfied with this response due to the fact that the General Manager is lying about the incidents that took place that day. There was a security camera pointed directly at the front desk that would show when I checked out that morning I used zero profanity. After the General Manager said I had prepaid and I was good to go I said "ok..." and then left the premises. How the situation was handled and receiving compensation are two topics that were never discussed during checkout. When I returned I only wanted to speak with the manager to ask why he was so nonchalant about a cockroach in his hotel. It was ASSUMED, before I even had the chance to speak, that I was there for a discount or compensation of some kind. Again, the General Manager is lying in his response when he claims "he had no other option" but to call the police. The police had been called before I even arrived back on the premises because the General Manager said he had been "threatened" by a separate guest. I had every right to be angry after having been immediately told "I'm not going to deal with you.", being unnecessarily involved in a separate guest's issue, and having to sit there and listen as this man lied directly to a police officer about what had just occurred. Again, the security footage would corroborate my side of the story. How this manager conducts himself and his conflicts with guests is completely appalling. No amount of conflict resolution training can solve the delusions of a pathological liar. As long as this man is the GM of this establishment, I forsee many more complaints to come.    
Regards,
[redacted]

Dear Ms. [redacted],   Thank you for taking the time to write about your recent experience at the Best Western Oceanside Inn. First and foremost, I sincerely apologize for any inconvenience you faced during your stay.  Please be rest assured that our hotel is regularly serviced by a...

reputable pest control company and we are taking every step possible to prevent pests at our hotel. Therefore I hope you can understand that the cockroach you found in your room was not due to neglect or oversight. As soon as you reported finding a cockroach in your room, my Front Desk Agent appropriately handled the situation by immediately moving you to a new room. You expressed no complaints about your new room and chose to remain at our hotel and continue to use our facilities. Thus, the issue was considered resolved. The next morning when you came to check-out, I again apologized to you for the unfortunate situation, advised you that we reacted accordingly by relocating you to a new room, and therefore no other compensation could be offered. To this explanation, you simply offered an expletive before taking your receipt and leaving the hotel. However, about two hours later, you returned to the hotel to again ask for some form of compensation. Seeing as you had checked out, I advised you that you were no longer a guest at our hotel and that there was nothing further I could offer you. I apologize if my actions came off as rude but I refuse to work with individuals who use profanity. Despite my firm decision that we had nothing further to discuss, you insisted on speaking with me. I’m sorry to say that it eventually got to the point that despite my best efforts to reason with you, you would not leave the property and therefore I had no other option but to call the police.   Respectfully,   [redacted] General Manager Best Western Oceanside

I have attached documentation regarding Mr. [redacted]’s reservation. It is the back-up letter for his reservation from Best Western’s customer service department. On it you will notice the cancellation policy for the reservation (24 hours before day of arrival), time it was booked (9:29 PM on 08/06/2016) and the method of booking (through the internet.) As previously addressed, the hotel did not modify his reservation in anyway. Mr. [redacted] is making false statements due to an error on his part for booking the incorrect date. Best regards, [redacted]General Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
The reservation was made for 8/6 not 8/7.  The mistake was not mine it was the hotel computer that changed the dates on me.  I called the hotel within two minutes of making my reservation to let them know about the mistake but they were very unwilling to help.  In conversations with co-workers they mentioned that this hotel is well know for that and that their customer relations are terrible.  The hotel manager or the company had no intentions on working with customer to resolve the issue.  The minute I called to modify reservation they said it could not be changed due to their 24 hr cancellation.  As I mentioned before, I called within two minutes after I received a reservation email from the hotel.

Review: I checked into the hotel on Oct 31st. Sunday night my husband went to grab something off the floor & noticed a very big cockroach sitting on top of his of jeans. We called the front desk to notify them. The guy at the front desk said he would switch us rooms. Monday morning I went to check out. The manager was at the desk. He asked "What room?" & I told him "223. Originally 201, the one with the cockroach." His response was "Sorry about that Ma'am, I don't know how a roach got into your room. You prepaid so you're good to go." I was confused as to how he was so nonchalant. Stunned & irritated, I said "Ok, thanks...." & left. I called my mom who works as head of house keeping in a nice hotel. She told me I should go back & talk to the manager. I drove back & walked into the lobby. There was no one there except a disgruntled guest. He said he was having issues with the manager. I said "If it makes you feel better I had a cockroach in my room." The manager came out & immediately, without asking why I was there said he was "Not going to deal with me" I was "Not getting a discount" I was "bad mouthing the hotel" & I was "Trespassing & need to leave." I get defensive & tell him he IS going to deal with me even if I have to wait for him to handle this other guest. He says he will deal with me then two minutes later says he won't & tells me I need to leave. Before I had even arrived back at the hotel he had called Oceanside PD because he said the other guest was "threatening" him. Oceanside PD shows up & questions the manager. He lies to the police & says this morning that when I checked out I was irate & cursing & I "Stormed off." Completely 100% inaccurate. There is a security camera pointed directly at the front desk that would show that's not what happened. He called me an "Aggressor" when I hadn't said one word to him when I reentered the lobby that afternoon. He assumed I had an issue and treated me like garbage. He told me I wasn't allowed back and I left in tears.Desired Settlement: First & foremost I think this manager should be terminated for his unnecessary & demeaning behavior. Calling the police because a guest is giving you a hard time, involving another guest that has nothing to do with it & LYING to the police in an effort to make yourself look better is completely unacceptable. Assuming that I was there to cause problems & immediately treating me unfairly w/o giving me the chance to talk is extremely unprofessional. What if I had forgotten something in my room? Or my flight had been cancelled & I was here to rent again? Having a cockroach in my room running over my things is VERY unsanitary & should be treated as an important issue. I came back to have a civilized conversation with this manager & he treated me like dirt. At the very least this manager should be put on a final warning & given severe conflict resolution training. I would like a verbal & written apology from this manager. I never plan on staying in this hotel again.

Business

Response:

Dear Ms. [redacted], Thank you for taking the time to write about your recent experience at the Best Western Oceanside Inn. First and foremost, I sincerely apologize for any inconvenience you faced during your stay. Please be rest assured that our hotel is regularly serviced by a reputable pest control company and we are taking every step possible to prevent pests at our hotel. Therefore I hope you can understand that the cockroach you found in your room was not due to neglect or oversight. As soon as you reported finding a cockroach in your room, my Front Desk Agent appropriately handled the situation by immediately moving you to a new room. You expressed no complaints about your new room and chose to remain at our hotel and continue to use our facilities. Thus, the issue was considered resolved. The next morning when you came to check-out, I again apologized to you for the unfortunate situation, advised you that we reacted accordingly by relocating you to a new room, and therefore no other compensation could be offered. To this explanation, you simply offered an expletive before taking your receipt and leaving the hotel. However, about two hours later, you returned to the hotel to again ask for some form of compensation. Seeing as you had checked out, I advised you that you were no longer a guest at our hotel and that there was nothing further I could offer you. I apologize if my actions came off as rude but I refuse to work with individuals who use profanity. Despite my firm decision that we had nothing further to discuss, you insisted on speaking with me. I’m sorry to say that it eventually got to the point that despite my best efforts to reason with you, you would not leave the property and therefore I had no other option but to call the police. Respectfully, [redacted] General Manager Best Western Oceanside

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I am not satisfied with this response due to the fact that the General Manager is lying about the incidents that took place that day. There was a security camera pointed directly at the front desk that would show when I checked out that morning I used zero profanity. After the General Manager said I had prepaid and I was good to go I said "ok..." and then left the premises. How the situation was handled and receiving compensation are two topics that were never discussed during checkout. When I returned I only wanted to speak with the manager to ask why he was so nonchalant about a cockroach in his hotel. It was ASSUMED, before I even had the chance to speak, that I was there for a discount or compensation of some kind. Again, the General Manager is lying in his response when he claims "he had no other option" but to call the police. The police had been called before I even arrived back on the premises because the General Manager said he had been "threatened" by a separate guest. I had every right to be angry after having been immediately told "I'm not going to deal with you.", being unnecessarily involved in a separate guest's issue, and having to sit there and listen as this man lied directly to a police officer about what had just occurred. Again, the security footage would corroborate my side of the story. How this manager conducts himself and his conflicts with guests is completely appalling. No amount of conflict resolution training can solve the delusions of a pathological liar. As long as this man is the GM of this establishment, I forsee many more complaints to come.

Regards,

Review: I canceled my reservation due to the fact I was unable to check in. So in order to stay at the hotel when I arrived at a late time I had to then make a new reservation( walk in). Now best western is charging me even though I canceled. Now they are claiming I did not cancel my reservation when I clearly did since I was unable to use the room. It's there word over mine, but clearly they are handling business in an unfair way. What steps do I take, since in my opinion this feels like theft. Please help out in any way.Desired Settlement: a return of the 266.00 since I was unable to check in. Granted I was already charged a 266.00 for another room. I did not need a room for two days, just one. I checked out the morning of using only one room.

Business

Response:

Good Afternoon [redacted],

Thank you for giving me the opportunity to assist you with

this matter.

As you are aware, you made a guaranteed reservation through

[redacted] due to check-in Saturday, August 15 at 3:00PM. Please refer to your

confirmation email.

However, our records show that you attempted to check into

your reservation at 3:00AM. You were advised that our check-in time is 3:00PM (as

clearly stated on [redacted]) and that if you wished to check into a room so

early in the morning, you would have to pay for the previous night of August 14

and then check into your second reservation later in the day. This is a

standard procedure in the hotel industry.

Your friend who was traveling with you agreed to this, made

a new reservation under her name, and paid for the room with her credit card so

that the two of you could check into the room at 3:00AM.

Please be advised that because your [redacted] reservation

was made on the same day of your arrival date, it was considered a

non-cancelable, non-refundable reservation due to the fact that our hotel’s

cancelation policy requires 24 hours advance notice prior to the arrival date. Therefore

the charges will stand.

Sincerely,

[redacted]Guest Relations Manager

Don't stay here. Be Forwarned ...

They want you to "let the Oceanside inn be your gateway to an unforgettable vacation" unforgettable alright - especially when they kick a disabled family with a seven year old out on a Friday night at 9 pm after they complain about their pool cleaner leaving stains on their car which can also be seen all over the floor next to the car - yes we have pictures!

All we were asking for was a car wash, but instead, we were asked to leave and they threatened to call the police if we did not. Within ten minutes, five police cars were on site. I do not think they were for us, as they did not approach us for our side of the story, regardless, we were frightened. The owner - a very rude arrogant man- claimed we threatened him when we said we would include that in the review. I asked for his name which he said he would give after we checked out, when we returned with the keys, this manager was hiding and the younger assistants name tag had also magically disappeared as had all the other staff members.

They have a Revdex.com 2015 award displayed in the lobby.

As other reviews have mentioned, the office staff are very rude and arrogant, they claim you will get two queen beds, instead you get two doubles and lots of bugs, the walls are paper thin, they clean the rooms in two stages, so if you want to come back in the afternoon for a nap, forget it, they've taken all the towels and left the room unclean, then they come back after 4pm and finish the room.

Breakfast is mediocre, they have the "make your own waffle" machines (four minis, not large round), but they are not for the guests to use, they are guarded so you have to place your order with the staff and they ask how many small ones you want and make them. Scrambled Eggs are dry and crumbly.

For the price you pay, you can do a lot better than a hotel that throws a family out on the streets on a Friday night- you could get one that actually upholds their end of the contract.

I have called best western, who are as disgraced as we are about this and will also be investigating.

Review: Went to check in room and was told by [redacted] the front desk attendant that check in was at 3pm, but they would have something available at noon or before. [redacted] said he would call when a room was available for check in. My husband, my four year old son, and myself waited on the hotel grounds inside our truck for two hours, which would be 11:30 am at this time. My husband went back in to the lobby to see if something had became available, this is when he came in contact with the manager [redacted] was very unprofessional, as he laughingly told my husband that he could put us in a room right at that moment if he wanted to pay for an extra half day, for early check in. My husband declined to pay, and came back outside to the truck to continue to wait for [redacted] to call when a room was available for check in. After waiting another 30 minutes we decided to go ahead with our plans for the day, and check in when we got back after 3pm that day. At that same moment received a call from [redacted] at front desk advising we could check in now, but for a $25 charge for early check in. I spoke with [redacted], advised him that we will not check in early, we would be back after 3pm. I also asked [redacted] why was there an authorization on my card for Best Western, when I have not checked in yet. Thats when the manager, [redacted] rudely jumped in our conversation. I told [redacted], I was speaking with [redacted] and did not need his assistance. He was not happy that I did not wish to speak with him, He ordered [redacted] to stop speaking with me, and to go to back office,first words out his mouth was I can cancel your reservation. I became very angry, and told him I just drove for 9 hours and 600 miles with my four year old son, and he cant just cancel my reservation. We began to argue, I asked his name, which he refuse to give me. I also asked for the name or number of corporate or someone over him, and he refused to give me that information as well. Reservation was cancelled by [redacted], and all surrounding Hotels were Booked.Desired Settlement: I was 9 hours and 600 miles away from home. Just to get to this Hotel and have to deal with a Manager (SARATH) who has no customer service skills at all. Never did he ask how he could help, or if there was a problem. He just rudely jumped in my conversation with [redacted], and then that easily cancelled my reservation. We slept in our truck for the first night, with my four year old son. Memorial day weekend, everything Booked. There is not a Settelment worth the Mental Anguish he put us through!!!!

Business

Response:

Dear Mrs. [redacted],

Thank you for taking the time to write about your recent

experience at the Best Western Oceanside Inn.

Your reservation (#[redacted]) was set to check-in on Friday,

May 24th. You booked your reservation via our 1-800 toll free

reservation number on April 3, 2012 at 8:28AM (please refer to the Reservation

Snapshot faxed to us by Best Western Customer Care). At the time of booking,

you provided your email address and were emailed a confirmation later which

re-iterated our check-in time of 3:00PM. Please note that under the Comments

sections of the Reservation Snapshot, there is no record that you requested an early

check-in.

On May 24th, you attempted to check-in at 8:30AM

in the morning. Because we were sold-out the previous night due to the Memorial

Day weekend, you were informed that no rooms were available. Your phone number

was taken down and our Front Desk Agent proceeded to call you at 11:30AM when a

room became available. When you arrived at the Front Desk, you were advised

that a $25 early check-in fee would apply. However, you disagreed with this fee

and did not wish to pay it. Therefore, we could not check you into your room

before the official check-in time of 3:00PM.

To put it lightly: you were impolite towards my Front Desk

agent and were being very difficult; You were yelling at him and refused to

listen to his explanation about pre-authorization holds even though the Booking

Agent – at the time of booking - did advise you of the “1st Night

Authorization Hold” (please refer to the Comments section of the attached

Reservation Snapshot). I could not just walk-by and allow you to treat my

employee thusly which is why I stepped in and attempted to assist him.

I apologize if my action came off as rude but I did not

appreciate you shouting profanities at me and my colleague. We attempted to reason with you and assist to

you the best of our ability. Despite our efforts to reach a satisfactory

solution, you continued to cause a large scene in our lobby and we ultimately

decided to exercise our right to refuse service to you and canceled your

reservation.

Respectfully,

General Manager

Best Western Oceanside