I will start by saying that I travel on business probably 30% of the year. As such, I stay at many hotels over the course of the year, and generally do not post reviews. This was such a bad experience that I felt that I needed to let other travelers know about this property. I generally give my business to a Hilton or Marriott property, but had a short 2 night stay that I needed to book in a town with not a lot of choices. I chose this property over a Holiday Inn Express, and it was a bad choice.
I reserved 3 rooms for 2 nights each. At check-in, I was told that the hotel takes a $100 deposit per room, which I commented on as being something that I don't see during my normal business travel. The desk attendant simply said this was the hotel policy, and continued the check-in process. As I walked to the room, I saw that every room had a door accessible from the outside, which I am not fond of. My room did not have a functioning shower, another room in my block had a non functioning heater/air conditioner. The ice machines did not work, the power outlets in one room did not work, and the walkway outside the rooms was cracked and buckling. This is simply an old property with some cosmetic attempts to freshen it.
Despite the items above, we stayed for the 2 nights without complaining. It retrospect, that was a mistake. However, my real issue with the hotel came at check out. I generally leave a property on my departure date without calling or stopping by the front desk. I have not had an issue with this in 18 years of business travel. Luckily, I was suspicious enough of this hotel to call prior to leaving the property. When I informed them that I had 3 rooms checking out, I was told the I needed to come to the front desk with my parking passes and all room keys, or there would be a charge for each key not returned. I was absolutely amazed by this. These were standard plastic mag stipe key cards, why would there be a fee for not returning them? Especially given that most people just leave them in the room? I was very unhappy to hear this, and told the attendant on the phone that I would not pay this fee. She argued with me stating the she checked me in, and had informed me of this policy. I responded that she had informed me of the deposit they were taking,and that I had questioned that, but I was absolutely certain she had not mentioned this ridiculous key charge. She was beyond rude, and when I asked to speak to manager, she said one was not available. I was basically hung up on. I ended up going to the front desk to get a duplicate key to get into the room that had already been vacated so that I could get the keys that were inside. After wasting time doing this, and going through a very long check-out process, another attendant decided to "waive" the fee for the one plastic key that was missing. I suspect that it was because I had told them that I would initiate a charge-back on the entire bill for the 3 rooms if they chose to charge me for a missing plastic key card.
I have been home for a few days, and am still upset about what a poorly run property this is. I will be calling the Best Western corporate offices to complain. Again, something I have never done in 18 years of business travel. I would highly discourage anyone thinking about staying at this property from doing so. There simply has to be a better property in the area to stay at.
- Also Known As:
- Moreno Valley Best Western
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