Best Western Hotels International, Inc. Complaint - Unsanitary pool conditions, and poor housekeeping, poor management and bad attitude to guest concerns
PALM DESERT, CALIFORNIA -- At a recent 3-night stay in May, 2006,
at the Best Western Palm Desert Resort we encountered unsanitary conditions at the pool, where used towels were left lying around on the lounge chairs, on the ground and tables. No clean towels were available, poolside, as a notice in our rooms stated that they would be. I had to trek to the office and request same each afternoon, then they would be delivered to the pool as none were available in the office. Used towel receptacles were filled with trash, not towels. Balcony furniture was dirty and grimy, necessitating the washing of our clothes after we unknowingly sat on the dirty furniture, which we then washed ourselves. Used towels, soap, toilet tissues, Kleenex, were not replaced on a regular basis, unless one went to the lobby and requested them. BED LINENS WERE NOT REPLACED FOR OUR ENTIRE STAY! The elevator seemed unsafe with very, very slow, service and no luggage carts were available. Higher rates were charged to us than offered in the travel coupon booklets (about half of what we paid.) available at tourist sites and on the web, despite guarantees of lowest available prices from Best Western when one is a member of their Gold Crown club with AAA affiliation.
Despite my requests to the desk clerks for a rate adjustment, given the time I spent and discomfort (100 degree temperatures ) in obtaining these necessities, and having to wash our clothes, I was referred to the manager each time (at least three) who was never present. On our last morning, I asked a person behind the desk, to speak with me about these conditions and a rate adjustment, thinking it was finally the manager, it turned out to be the owner. He stared at me and walked away. I asked the desk clerk,twice more,at different times, to speak with the owner about a rate adjustment and each time, I was refused. I was asked to leave my home phone and a note for the manager and either the owner or the manager would call me personally. This has not happened. I filed a complaint with the AAA, questioning their three star rating of this establishment but they passed on my complaint to Best Western and the hotel. The manager finally wrote to me offering me twenty percent off my next visit. I responded with a letter stating that this was unacceptable, but that I would accept twenty percent off my current bill. I have received no reply. When I finally called Best Western directly, I was told that they do not respond to complaints with written apology or acknowledgment for fear of liability.