Where do I start...
I had an expired Groupon which then turns into the cash value you paid for it. First call and the man who answered said he had no clue how to utilize it and that it was " a pain in the neck to do so call tomorrow to speak to manager." Shouldn't they be competent enough to handle this? They put the Groupon up, after all. No, they were not, apparently. Fine, I will call Craig the manager as suggested the next day. Craig (seemingly) was great. There was no mechanism to book online rates with the expired Groupon so I specifically went over the online prices I was looking at for the 2 night stay which he confirmed with me. I confirmed the price TWICE with him. No problem.
I get there, walked in with a smile on my face at the two reception girls and had to say hello first otherwise no greeting would have existed upon my arrival. In the computer it is a higher rate than agreed upon. Craigs not there so this other manager proceeds to argue with me that there would be no way to get the online promo rate since I was already using a promo with the Groupon. Uh, no. The promo rate expired. This was straight up cash already paid to them. From the actual Groupon Terms and Conditions: "Must book by 7/19/13 or promotional value expires. Must complete travel by 8/29/13". For traditional Groupon vouchers, the promotional value will EXPIRE on the date specified in the offer, unless prohibited by law. The amount paid WILL NEVER EXPIRE and must continue to be honored by the merchant after the promotional value expires. The amount paid may be applied toward any goods or services offered by the merchant if the original goods or services specified on the voucher are no longer available." I stopped arguing the point since black and white logic would not resonate with this manager..
Lets move on.
The room smelled HORRIBLE. The bathroom had 2 dead cockroaches. The lamp was broken and never replaced though I had called the front desk and asked. There was this brown liquid leaking from the toilet handle and the back of the dryer was missing so it ate about three inches of my hair that I had to rip out of it in order to detach it from my head.
I am a Diamond member by the way.
This was my first and last Best Western experience. If you must stay here ask fro a room with no rug as my educated guess is that is why it smelled so horrible in my "upgraded suite". I peeked in at a king being cleaned with wood laminate flooring and it was far nicer than my own accommodations. The pool and hot tub were clean and the breakfast was good. And there was this maid: Gracious, kind, and genuinely happy. In my opinion she should be running the place since she was the only one there who knew a thing about the customer service industry.
This was by far the worst customer service and hotel experience II have ever had. Including Hostels! Never again.
- Official Description (provided by the hotel):
- Choose this pet-friendly Coachella Valley hotel located centrally in Palm Desert close to Indian Wells Tennis Gardens, PGA WEST golf course, and Joshua Tree National Park.Welcome to the BEST WESTERN PLUS Palm Desert Resort where guests can expect a friendly and knowledgeable staff, clean guest rooms with outdoor patios or balconies and a hot cooked to order breakfast. The hotel is situated in the heart of Palm Desert close to Highway 111 and minutes from Interstate 10.Enjoy the view from one of our 130 guest rooms or 22 suites with cable television with HBO and complimentary high speed internet access. Relax in the heated pool and spa with outdoor cooling mist system. Additional amenities include 2 tennis courts, exercise facility, business services and meeting facilities.The BEST WESTERN PLUS Palm Desert Resort located conveniently close to the Palm Springs Intl. Airport, Palm Springs Convention Center, and El Paseo Shopping District. Also within 20 minutes are 3 casinos (Fantasy Springs, Spa Resort Casino, and Agua Caliente Casino), Big League Dreams Sports Park, College of the Desert where they hold the street fair every weekend and the McCallum Theater. ... more less
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- Also Known As:
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