Best Western Diamond Bar Hotel & Suites — Hotel in Diamond Bar

I recently had a terrible experience with staff upon check out of my stay January 2024. When checking in they asked for a card or $100 cash deposit. I was agreeable to the cash deposit and the man told me that mostly it’s for smoking in the room and that they would check the room prior to giving it back. I was agreeable to this. No problem. Upon check out I gave my room key back and the front desk girl asked a house keeper to check the room. She called in and denied the deposit to be returned to me. She told the front desk girl the room smelled of smoke. ||I told the girl that it maybe possible since i would smoke outside the room and even that my clothing might’ve smelled but I wouldn’t risk $100 to smoke in a room when i would step out for 5 min. It’s an outdoor hotel so I just opened the door and step out. No big deal. She stated there was nothing she can do. She showed me the initialed contract that stated no smoking in the room and no weed smell, perfume or spray smells. I can’t can’t help that I might have that odor on my clothes especially in the humidity and cold weather- it sticks. I teied professionally explaining this and she said she understood considering it was by the highway and the smells may drift in but even after half an hour of talking to her she stated she couldn’t do anything for me. I asked for a supervisor she stated she was the supervisor. And that she can’t help. I asked for a manager she stated the manager would be in later and to call around 6-7pm I called around 7 and a gentleman answered stating that the manager doesn’t come in until 11pm so I called around 12am and a lady answered, mind you they refuse to give your their names, she stated a manager doesn’t work at this late hour but she was open to hear my complaint. At this point I’m back in my home town miles away from the hotel. I pleaded with her and explained to her that the hotel is breaking their own contract. Just because I smell of smoke doesn’t mean I smoked in the room. I told her to check the cameras and she stated she was not going to go back and forth on the technicalities. ||I had my husband also call after all this and we got the same lady who wouldn’t give us her name and when we asked for the manager she transferred us to a phone line without a word, and the phone line was disconnected. It was almost like she was fed up and just wanted to send us to that line knowing it’s wasn’t available. ||I’m truly shocked, hurt, and feel I was treated unfairly and the rules were broken on their behalf. THEY ARE THIEVES! They see $100 cash of course they’ll take it. BEWARE- also, I will pursue. I don’t like being taking advantage of or played. ||Good luck with this one. ||Oh and make sure to take...

The absolute worst hotel stay of my life. I travel for business several times a year and have stayed in hundreds of hotels; none hold a candle to the dismal experience suffered by the hotel goers here. The primary issue is the complete incompetence and sheer rudeness of the front desk staff. They ignore or berate guests and cleaning staff, often in plain view of both parties. ||||The simplest hospitality requests are always met with “No”. No towels available poolside? Too bad. Need an additional bath towel to dry your hair? No. Need one more roll of toilet paper? Nope. Laundry door locked at 9:05am? Too bad. Key card doesn’t work? Go to the front desk to be ignored while the clerk talks incessantly on the phone. Want to change the credit card used for incidentals? Sorry. Breakfast cleared away at 9am on the dot? Too bad. ||||If guests attempt to speak to cleaning staff (in English or Spanish) the staff (literally) run away. It appears they are terrified to interact with guests, since surely anything a guest may request will have to be met with the answer “No,” or “Visit the Front Desk,” (a.k.a. Dante’s 4th Circle of Hell). This is a shame, because the cleaning staff overall conduct themselves professionally and do their jobs well. Cleanliness is not the issue; the intolerable management is.||||One only has to read the Yelp reviews, or call Best Western Corporate to learn that the management at the Diamond Bar Best Western has a well documented history of customer upset. Guests are “welcomed” to the hotel with multiple rude posted notices around the property written with poor grammar/broken English, a politically divisive newspaper in the lobby, back lobby doors that lock at 6pm, a lack of advertised amenities, and front desk employees who revel in belittling guests. ||||At one point, I was locked out of my room and told by the front desk clerk to: “Calm down, sit in the lobby, and wait for my husband to arrive”. Mind you, my husband was flying in to Diamond Bar several hours later after a business meeting in Oakland. Our room had been pre-paid in full upon check in. Nuclear upset is a polite description for the offense I took to such a statement. ||||In short, this management is a blight to Best Western’s name. As Best Western Rewards members, we feel it is our duty to report the Diamond Bar franchise, as so many more guests have done. Look no farther than Yelp or Trip Advisor for even more horror stories. My family will NEVER stay here again, and I would not recommend this hotel to anyone under any...

We recently stayed at this hotel, and unfortunately, our experience was far from satisfactory. The check-in process was unprofessional and frustrating. After my wife arrived at the counter for check-in, the lady attending to her abruptly left without any explanation, leaving my wife waiting for 10-15 minutes.

The room itself was not up to par; the floor was dirty and even had beer bottle caps scattered around. It took a complaint before they cleaned JUST the floor the next day, but room service was inconsistent. We had someone show up at 8 pm for room service when we were ready to rest for the night and prepare for the next day.

The front desk personnel, particularly the Indian staff member, displayed a lack of basic customer service skills. During our first inquiry about a crib for our child, he responded rudely, claiming he didn't know if one was available. On the second day, when room service was still lacking, he once again exhibited rudeness, explaining that we should have explicitly requested it as per their front desk sign. Despite my suggestion that they should inform customers about their room service policy during check-in, he became increasingly argumentative. I firmly believe that providing clear information at check-in is essential, rather than expecting customers to rely on poorly visible signs. His dismissive and unhelpful demeanor is a clear indicator of the need for soft skills training.

Adding to the frustration, the phone in our room was not functional, and we had to use our mobile phones to communicate with the hotel staff.

Another concerning incident occurred at the swimming pool, where some individuals, possibly non-guests, were drinking alcohol and smoking. Feeling uncomfortable due to our two little ones, we reported the issue to the front desk, who assured us that alcohol consumption was not permitted at the pool area. After some time, the individuals left, but we are uncertain whether they did so voluntarily or were asked to leave by the hotel staff.

The presence of a noisy highway behind the hotel significantly detracts from its appeal, giving it the appearance of a motel.

Overall, our stay at this hotel was disappointing, marred by unprofessional behavior, inadequate room service, and issues at the pool area. I sincerely hope that management takes these concerns seriously and works towards improving their...