Upon arrival, the front desk was understaffed, and the family in front of us was told that they didn't have a reservation. While the clerk was dealing with that situation, another clerk finally came out and helped me. He also told me that we didn't have a reservation (This was after I had handed him my email confirmation along with my BW rewards card). He did find our reservation finally and gave us our key cards.
After navigating through several hallways to our room, we found the toilet to be plugged (Also, the bathroom is very small). Also, no safe key. We went down to the front desk and the staff person was apologetic; he said he would send maintenance up to fix the toilet and get us a safe key (According to the clerk, the previous renter of the room had not returned the key.). The maintenance worker came reasonably promptly and fixed the toilet and the safe. But later that evening, my husband took a shower and could not figure out why the water was coming out funny. He inspected the shower head, and found it missing. (So the previous renter not only took the safe key but the showerhead?) He complained to the front desk and was asked by the clerk, "So do you want a showerhead?" Uh....yes. By the time the repair was made a couple of hours later, my children were taking showers after 11pm. Also, the AC was extremely noisy. I didn't even complain about this - at this point, I was tired of having maintenance come to my room.
Our room was closest to the entrance by the back parking lot, so we used the side entrance often. This door was propped open every time we entered/exited the doorway. I have NEVER seen this before - I have always had to use my key card to enter hotel buildings. This did not make me feel safe or secure especially since this entrance faced a steam generation plant and was not in clear view of the street. Who knows who was coming in and out?
The free breakfast was fine but I didn't like the fact that the garbage was overflowing when we arrived and when we left.....as I was shoving my plate into the can I noticed eggs and other food had fallen to the floor from other plates. Gross!
In summary, when we go on vacation, I always book at Best Westerns because I know the high standards that BW has for their hotels. I felt that these standards were not kept up at the Sunset. We paid $199 per night to stay there - I have had better service and better quality for much cheaper rates at other BWs. I know we were paying for the location, but still, standards are standards. I gave this review two stars for the following reasons: free parking in a big lot, friendly-enough staff, nice sized pool and Jacuzzi, decent maid service and the room size was adequate. I will not stay here again and I will let BW know that they should check to make sure that this hotel is adhering to their standards because I do not feel that it does.
This hotel is a maze - we had to walk through several hallways to get to our room. We stayed on the...
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Dear M P,
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Thank you for taking the time to share your recent experience. On behalf of the entire team at Sunrise Hotel, I would like to extend my sincerest apologies to you for not meeting your expectations. Your satisfaction is extremely important to us here at the Sunrise Hotel. I would love to speak to you personally to address your concerns and will do all I can to make things right. Sincerely, Steven de Lugo General Manager 310 376 0746
Steven de Lugo
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.