Upon my arrival, I thought there was plenty of parking and the outside of the hotel had a nice clean appearance. The lobby also looked very clean and well kept. The front desk attendant Miranda was polite and helpful at check in but once I started walking to my room, the troubles began (see attached pictures).
Not once during the half dozen calls I made to the hotel before my arrival did anyone mention the hotel was being remodeled, nor was there anything on their website, a sign in their lobby, AND the front desk didn't say a thing. I discovered it myself while I walked down the hallway to my room (with 2 children in tow) where there were tarps on the ground, paint on the walls, sections of the wallpaper missing, room numbers written on small pieces of paper and tapped on the doors.
The remodel wasn't my issue. If I had enjoyed my stay I would have taken it as a good sign that things would be even better if I came back. My problem regarding the remodel is not being told at any point in the reservation/check in process about it. My main complain and the reason I gave a low rating lies with the General Manager Christina. I called to speak to her the morning after I checked in. I first told her my room was not the one I booked and she said it was and after checking my confirmation letter, I realized she was right and the fault was all my own for not double checking and I admitted that. She did point out I was in a remodeled room which I shouldn’t have been put in at the rate I was paying (I NEVER asked for this room at check in. I simply took the keys I was given). She did offer to downgrade me to an older room with a sofa bed, which is what I thought I was getting. Gee, thanks for offering me what was honestly a good room then take it away because your front desk screwed up.
After declining the downgrade, I started to tell her about not being notified about the remodel and being startled at discovering it on my own (again, traveling by myself with 2 young kids) she interrupted me and said, “I’ve done everything I can to accommodate you but it’s apparent to me that my hotel won’t suit your needs so here is our customer care number you can call and they can relocate you”. Done everything she could? At that point, our conversation wasn’t even 5 minutes and you’re telling me you’ve done EVERYTHING you could to help me? Each time I tried talking after that she would either interrupt me or talk over me and offer me the customer care number. I couldn’t believe it. Had I not traveled 6 hours to get there and on a tight schedule for competition, while trying to squeeze in some kind of a vacation because it’s all the time and money I’ll have this year to do so, I would have absolutely called that number and left. Instead, I had to stay because I had no other option and experienced terrible service each time I made a housekeeping request, 9/10 were never fulfilled. The only good customer service I found was with the ladies who served breakfast.
I made sure to take that number she so graciously gave and called them when I got home. I wasn’t looking for a refund or free stuff. I wanted an apology. Did I get it? Nope. When I called back 2 weeks later to check on the status of my report, they said it was closed (which I was NEVER notified of) and I should have received a refund. I informed the gentlemen that I didn’t receive a refund, nor was I looking for one. I wanted an apology. I received a call back from the customer care a couple days later and he said that the refund note was actually meant for a different case and that the hotel wasn’t going to apologize. I’m not mad at the customer care or anyone else at Best Western because it wasn’t their fault. I received terrible service by the extremely rude General Manager Christina and the blame lies with her.
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- Also Known As:
- Best Western Plus Placentia Hotel Placentia
- Best Western Plus Placentia Inn And Suites
- Holiday Inn Express Placentia
- Holiday Inn Placentia
- Placentia Holiday Inn