Good Nite Inn Calabasas Malibu — Hotel in Calabasas

2nd COMPLAINT MADE ON 12/12/2024 BEWARE OF THE BALD HEADED MAN! HE THINKS HE OWNS THIS PLACE! HE THINKS HE IS HIGH AND MIGHTY. He had the audacity to tell me that I am not welcome here anymore! If I make another mistake on reservations. Yes I may have missed 2 or 3 times of my reservations but NOT 7x as they have stated. I was only warned once by Jacob 2weeks ago. If I may add between these incidents, I have contacted the front office as well to cancel a reservation but my phone call was never answered either so I believe this issue goes both ways. Had I been told immediately this wouldn’t have occurred as many times you mentioned. If anything you should be glad that I have provided business to this hotel and invested all my savings here since May of 2024. I am at least spending over 3K every month here! I should receive a loyalty award of some kind. Don’t forget I am your customer and I pay you for my stay here for the services I deserve! I don’t appreciate your attitude and think that you have more rights than your customers! I could give my business elsewhere and you’d probably lose a paycheck! I am also a business owner and my customers always come first! Without my customers I won’t have a business to run. Don’t ever let your customers feel like they are never welcome here! You don’t own this place!

1st COMPLAINT MADE IN JULY I was recommended to this place by my friend. I was really glad that this place is nice, quiet and very clean. In fact, I was very impressed! My kids n I checked in pass 9ish at night. Alex at front reception was very nice to accommodate me even though my ID was lost and stolen. He was asking if I had my credit card and another form of ID. I told him that I only have my previous ID. He was so nice and checked us in with no problems! I greatly appreciate people going out of their way to help and provide great service and finding solutions of uncontrollable situations/issues. Thank you again Alex great work! If I was your boss I would give you a raise🙏😇. After staying here 7days. I’ve decided to extend our stay for additional 7days which was told by Jazmine at the front that after 14days I would have to leave for 24hrs in order to stay at this hotel again. But she was very rude and very unprofessional. No customer service! Anyways, I asked Jazmine if they give discounts since I have been here over 7 days and paid over $800. Per Jazmine’s response was “oh we don’t give discounts” “Our manager doesn’t like people that extended stay” I was absolutely offended by her response! But I continued to ignore her rude comments so I can pay for the extension. Even though I’ve noticed she was becoming more and more rude with short responses. Upon agreeing to the rates she provided me, she stated that I would need to provide my physical ID again which didn’t make since to me because the last 2days extension prior to this, she did not ask for my physical ID. I tried to provide her my ID photo on my cellphone and she said she couldn’t help me because I needed a physical ID. I mentioned to her that they literally already have all my records needed. She said that I would have to come back the next morning and speak to her manager. I did not like her response! This is absurd! I had my son bring bunch of dirty towels to give her to be replaced with new clean towels but when my son asked her politely. She responded that they didn’t have anymore towels available to provide us. I asked her for her name and right away her attitude changed and told my son that they did have towels. She made my son walked out office and told my son to go to the door outside where they store the dirty towels. Which that should’ve been her job. She made my son go to that room and had him place it inside. I was furious! She was dictating my son what to do as if he works for her! or her assistant! She should not work as front desk reception she has no customer service and very unprofessional. Her uniform was wrinkle! As if she didn’t want...

I initially checked in without issues, but during that interaction and throughout my stay, I experienced repeated rude and unprofessional behavior from a male front desk employee (male, short curly short hair, wears a face mask and no name tag) he identified himself as “Tayler,” when I asked him his name but later the “manager” named Phenoly claimed his name was “Alex.” This individual was extremely condescending, dismissive, and disrespectful both at check-in and again on the evening of May 27th, when I attempted to extend my stay for one additional night.When I arrived at the front desk, he was already being unnecessarily rude to the guest ahead of me, who had simply inquired about Apple Pay and asking why they don’t accept Apple Pay. His behavior was hostile and completely unprovoked. When it was my turn, I asked to extend my stay for one night. He told me the rate was $135, despite the website listing $97. When I asked if he could honor the online price or apply my AAA discount, he refused and said I would have to book online. I asked about the AAA discount again, and he rudely replied, “I told you I can’t.” This made me question him and ask why he was being so rude as this is a simple and I’m sure frequent question. I asked him to calm down and simply explain the problem because I just checked in 2 days ago and used my AAA discount. This employee has consistently responded with “no” or “I can’t” to every request since the beginning of my stay — even basic ones like asking for hand towels (which he claimed were out of stock). His tone and demeanor made it clear that he had no interest in assisting guests and treated me and others with disdain. When I asked who the manager was, he claimed to be the manager. Shortly after, a woman wearing a badge reading “Phenoly” with the title “Manager” came from the back to help other customers. When I questioned the inconsistency in titles and name tags, he claimed he “forgot” his name tag but maintained he was also a manager. I expressed disbelief that two managers would both be on shift while allowing such behavior to go unchecked. “Phenoly” ignored my concerns and the whole situation entirely. When I asked how I could contact corporate to file a complaint, the male employee told me to “Google it,” saying he didn’t know I turned and asked the female manager for the corporate contact information. She initially said she didn’t know it “offhand,” I told her I can wait and I asked her who is the actual manager, she said she is. I said then you are just going to sit there and listen to Your employees lie and say they are the manager and allow them to talk to customers like her employee is doing? She said he is a supervisor and he mistakenly mixed up their titles, I asked her why it’s ok for him to speak to customers like this and suggested Customer service training for him she said this is how they handle business and he’s a supervisor. I told her i want corporates contact information She then informed me that if she gave me the corporate number, I would not be allowed to extend my stay and she proceeded to cancel my reservation and refused to extend my stay. I said ok and she gave me a sticky note with only the  number 310-225-2745 and she canceled my reservation and refused my day extension. This experience was humiliating and unacceptable.The dismissive attitude, lack of professionalism, and retaliatory action taken against me for simply requesting contact information for corporate are beyond unprofessional and disappointing. For upper management and VP’s please take a look at the Yelp and Google Reviews for this location. I am not the first person to have this experience with these same employees. This is unacceptable in the hospitality industry and I hope you all can take this matter seriously. People have been writing bad reviews and submitting complaints and nothing is being done. I’m reaching out to upper management in hopes that you will review and...

The management at this hotel desperately needs customer service training. I can't believe what they just tried to pull on us. We get to our room, which is very large and clean by the way, & we noticed that there's no coffee maker there's no microwave & there's no refrigerator. There was, however, a letter stating that they will be coming into our room, during our stay, Thanksgiving week Wednesday to Saturday, to shampoo our carpets. So my wife calls the front desk to find out if it's a mistake that we don't have a microwave or coffee maker or a refrigerator. He told her there was no mistake. So then she tells him that we're not interested in having our carpet shampooed during our stay. Perhaps you guys could do the empty rooms now and wait till we leave to do our room. To which the desk guy answers,"There's no other option." I told her to tell him that We would not have stayed here knowing that our carpets are going to be shampooed during our stay and so If our stay is interrupted by carpet shampooers, then we expect to get that night for free. And if they don't want to make it right, then we would like a fuyua refund & we'll find another place to stay. Then the guy had the nerve to gas light her and say,"You knew about this. I told you this was going to happen." She said "Well I was just in your lobby & you did not tell me anything at all." He argued with her and he told her not to talk over him when she argued back. He then claimed that he told us before we checked in. What a line of crap. We rented the room on hotels.com and we never spoke to anybody there at the hotel. This guy is a liar. His customer service stinks. and I just want to let everybody know what to expect at this hotel. I'm not happy. You don't get to talk to my wife like that Mr gaslighting hotel manager. Who do you think you are? I can't imagine that your boss approves of the way you talk to customers. And you're lucky that I'm a gentleman and don't feel like going to jail today. And no, you're not coming to our room during our stay to shampoo our carpets. don't even think about it. I met some other guests and ask them if it was disclosed to them about the carpet shampooing and they told me that it had already been done and that the room is cold and wet and that their heater does not work. I'll be damned if I'm going to walk around on a wet floor during my stay at this hotel, not going to happen. Update: Thursday morning my wife went to the office and the lady behind the desk offered to not let the Capet cleaners bother us during our stay, as the letter stated we could do. Friday morning - carpet cleaners park right outside our room. They have not knocked on our door or intentionally bothered us, however, the truck makes a lot of noise & is still bothering us despite their willingness to not go to our room. Management or owners whoever it was that scheduled these goons during Thanksgiving weekend is more than likely at home tucked away in their quiet bed while they're paying guests or being disturbed by a contract carpet cleaning crew with a giant lawn mower motor in their van. You know they teach classes at the universities on hospitality. It's obvious no one here took that class. I'm Fact it's downright rude, their willingness to disturb the guests during a holiday at 9am. I suggest they get out of this business because they're obviously not happy doing...