I checked in Mon. night in January 2015 and was issued room 111. I was issued a room that was theoretically blocked as the heat does not work in the room. I did not know that and I do not know if the woman on the reception desk did. In the middle of the night I called to ask for assistance to start the heater (it was below freezing Jan 12 and Jan 13). No answer. I called at 7am and was told it would be fixed by 10am. I returned to the hotel at 6pm on Tuesday and found still no functioning heater. I spoke to John at the front desk, who informed me the room should never have been issued to a guest. He spoke to the manager, Ian (who refused later to speak to me - saying he was not on the clock). Ian said that despite having unoccupied rooms they were all booked for incoming guests so he would not move me - in effect if I suffered through one night I could suffer through a second night but no need to subject a new guest to that cold. He did offer to speak with me the next morning at 7am which of course does not solve the problem. He felt a discount would make me sleep warmer. Haha!! In any case, I am checked out at 7:320am with the rest of my group: Ian was there and said not a word, or apology. So if he respnds to this review, that's more than he did when there.
I spoke to the 800 reservations personnel and specifically Johnny, who I was told was a supervisor. He told me he could not do anything but at my insistence spoke with the front desk (john) who acknowledged the problem and repeated his manager's instructions. Johnny said they might set a time limit so that if a guest did not arrive they could move me. John the receptionist said that would not happen until midnight. Given my bad cough, John then offered to give me a second blanket which he did bring to the room.
In summary, I was issued a room marked as inhabitable because the heater didn't work, the problem was not fixed even though I called about it, and no one took responsibility to set aside another room for me in the course of the day. The manager felt that if I survived one night, why night 2 nights. This seems to be Americana Value Club service. The message wad clear to me: a future guest is more important than a paying guest. Is that the message of the brand?
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- Also Known As:
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- Economy Hotel Oakland