ComplaintsforBest Western Inn & Suites San Diego-Zoo/SeaWorld Area

• Initial Complaint

  11/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Hotel stay from 10/7 thur 10/9. First day upon checking in the hotel room was dirty bathroom sink which was located in the living quarters was dirty with stains. Covers had stains dark stains bathroom tub had hair from other occupants before us. Tv in the extend suite with the bunk beds didnt work. When we confronted the front desk she moved us room immediately. Which was fine. But the second room which we moved was ok from the beginning until the manager called questioning us about the room like we were children and lying. Later that day we went to hang clothes up and found dirty used underwear which is a health hazard. Contact front desk again. Manager was not available so we sent the front desk pictures of the ******* she sent it to the manager he did not come until the next day later that evening upon returning back Seaworld around 6/7 pm. He apologized said he will be discounting the room and removed the soiled ******* with his bare hands then touched the door to get out the room. This was a whole day we had the dirty ******* in our room with 4 kids one which was 4. Upon checking out the notes on the room was not noted from the manager ***********************. And we was told at the time checking in as well that we could pay using 2 cards so I put my credit card for the holding fee of $150 and then was told i can use my debit card for the actual payment. So the front desk rep ** manager wasnt avail and we will have to call back mins you were checking out and we live in a different state so whole traveling back to ******* we contact the hotel 3 times all 3 times kept getting run around manger wasnt avail, manager was sick. So 4 hours later we finally got in contact with the manager **** who remembered the incident and said that he was doin everything to make sure he applied a discount and note the acct. Said $150 on credit card ending in8398 will be refunded the holding fee and $123.58 was the final charge I was able to pay with debit card ending in the ****. He even had a 3rd party female worker to come in verified that he was making the correct adjustments. Fast forward almost 3 weeks later both cards was charged and got very rude service when confronted by the manager **** and GM *************************. They told us they was nothing else they can do about the issues and didnt care how we felt no phones was record and refuse to give us his higher up phone num or consumer affairs number to file a formal complaint about the services. I will be contact the **************** as well Im the local district. Because I am a dissatisfied customer. Customer is always right and that location was very rude and not understanding. So Im asking for a full refund. Room num with the dirty ******* was 328 and by the way the whole 3rd floor smelled like death and must they had the window open the whole stay. The picture is of the ******* we text the front desk clerk who then gave to the manager

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