Best Western Yacht Harbor Hotel

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.Ms. [redacted]Best Western's response was unsatisfactory. Their response offered no resolution. Only restating they already refunded two nights of our stay.During the first few days of our stay they offered to refund points used for two nights. Also, the manager would try to move us to another Best Western Hotel in San Diego. The manager called us letting us know of non Best Western hotels that had vacancies. This was of no help as the entire vacation was booked an paid with Best Western points.When the hotel was booked and later also speaking directly with the on location staff, I was assured I would have a beautiful view and a nice balcony to enjoy. That was their biggest selling point.After getting no relief from the onsite manager, I tried to call the Best Western 800 line for any help moving to another hotel. I was met with their agent that was condescending and passively laughed. This may be on a recorded line.We had two choices, listen to the loud construction noise daily, keep our door closed, not ever use the balcony due to strong smells and loud noise, and not have access to the harbor across the street, or cancel our entire vacation that we'd planned for some time using the points and return home.This vacation was taken for relief from stress due to serious medical issues. Their was no stress relief, only frustration.The stress of no balcony, no view, being awakened early by construction noise and at times the entire arcadia door shaking, along with the very frustrating and unhelpful attitude of the Best Western management is my reason to ask for Best Western to return all points used for this "vacation." I have extensive pictures and videos that shows the depth of the problem.Thank you,
Regards,
[redacted]

Review: During July 2015 I booked a room for Best Western Harbor Yacht Room for my mother and me. The stay was from Aug 8 to Aug 14. I live in [redacted]. Due to medical issues trip was planned to relieve stress.

When booking our stay I requested a room facing the harbor. The rep assured I would get that. After booking with 800 line I called the location direct I had many questions about room view and balcony. The agent assured "my room was facing the harbor I could have arcadia door open get the breeze from the harbor." Agent said "my balcony would be very relaxing to sit on. Great room to relax and have peace and quiet"

Our stay was one of the worst experienced to date We were awakened daily to loud construction noises vibrating the windows This began early morning to late afternoon. Balcony was useless due to extreme noise toxic smells We had to keep arcadia shut at all times due to noises and smells. The arcadia curtain was drawn due to the views recorded. View was not the harbor as promised. It was a barrage of const workers The harbor was not accessible from hotel We had to be guided by const workers up the road a few lights, cross, walk back down the road to finally get to the harbor. Advised by the BW 800 my mother went down to speak with onsite mngr [redacted]. He said he'd credit 2 nights, try to find another BW we could move to. His only solution was to go to non BW hotel. My mother [redacted] advised this was not possible Our entire stay was booked on points [redacted] called 800 line The rep offered no solution [redacted] expressed her disapmnt saying she'd speak with Revdex.com. The rep laughed continuously repeating "That's Fine" Not just the horrible conditions of const but the awful rep service, I ended up in an ER due to stress This was NOT a stress relieving vacation! After all condt listed I'm requesting ALL points be returned to my account I have detailed video and pictures to display mentioned condt. I will also be turning over pictures and reporting issues to [redacted]Desired Settlement: Due to limited characters above, I could not fully explain our experience. Desired outcome is a full refund of All points wasted/used for the entire stay in their hotel.

Please be advised: Due to my health issues, I would like my mother, [redacted], to handle and be the contact for this situation.

Business

Response:

To whom it may concern,As stated on the telephone with a Revdex.com representative. In this case we gave this guest 2 nights complimentary. [redacted] the Assistant general Manager offered several other lodging solutions to Mrs. [redacted] and even offered to call and make the reservations for her. Mrs. [redacted] refused. The representative that is referred to in the original complaint was a customer care representative with Best Western not an agent at this hotel. We are an independently owned franchised hotel we are not responsible for anything said by a best western corporate employee. This matter should be Taken up with Best Western International and not the Best Western Yacht harbor.Thank You , [redacted] Assistant General Manager

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.Ms. [redacted]Best Western's response was unsatisfactory. Their response offered no resolution. Only restating they already refunded two nights of our stay.During the first few days of our stay they offered to refund points used for two nights. Also, the manager would try to move us to another Best Western Hotel in San Diego. The manager called us letting us know of non Best Western hotels that had vacancies. This was of no help as the entire vacation was booked an paid with Best Western points.When the hotel was booked and later also speaking directly with the on location staff, I was assured I would have a beautiful view and a nice balcony to enjoy. That was their biggest selling point.After getting no relief from the onsite manager, I tried to call the Best Western 800 line for any help moving to another hotel. I was met with their agent that was condescending and passively laughed. This may be on a recorded line.We had two choices, listen to the loud construction noise daily, keep our door closed, not ever use the balcony due to strong smells and loud noise, and not have access to the harbor across the street, or cancel our entire vacation that we'd planned for some time using the points and return home.This vacation was taken for relief from stress due to serious medical issues. Their was no stress relief, only frustration.The stress of no balcony, no view, being awakened early by construction noise and at times the entire arcadia door shaking, along with the very frustrating and unhelpful attitude of the Best Western management is my reason to ask for Best Western to return all points used for this "vacation." I have extensive pictures and videos that shows the depth of the problem.Thank you,

Regards,

Review: I contacted Front Desk Clerk "[redacted]" about a quote for a 10 nite stay. He quoted 1016.91, I went to book the next day he advised he did not quote 1016.91 (I can't give you a free nite". He advised the price was 1137.00 approximately. I requested to book at that price then speak to the manager about honoring the original quote. He became extrememly arugmentative refused to allow me to speak to the manager. Put me on hold then advised the manager [redacted](?) refused to talk to me and advised "NOT to Take my reservation and refuse me service.Desired Settlement: I would expect professional courteous service from anyone selling a product or service. The staff I spoke with at this hotel where extremely rude and thoroughy lacking in the basic skills to work with the public. I would hope [redacted] would obtain further trainging and the manager [redacted]? Also recieve trainging or termination. I ended up booking with another hotel, as I would not patronize a hotel that permits a potential guest to be treated in this manner

Business

Response:

Hello,

This guest has already opened up a Best Western Customer Care file and the file was handled and closed. The hotel already responded properly to that open file.

Thank you, no further action is needed.

Sincerely,