West Sonoma Inn & Spa — Hotel in Guerneville

We booked 3 nights stay for October 21st thru the 23rd and at the time we booked the room we asked for AARP discount of 10% ... Keith the GM was not happy about the discount but honored it. They then took our credit card and charged $287.10 for the first night as a "deposit". I have never had a hotel do this. We arrived at the West Sonoma Inn around 4:30pm after driving for 4 hours. We got the key to the suite. We opened the door and could smell musty, mold, mildew smell. The room was NOT like the pictures on the website. It had very dated gold carpet and gold dated drapes. The cabinets were falling apart. We could not believe the owner gets away with charging over $300 a night. We called Susanna at the front desk .. she came up and did agree with us about the odor. She then called the owner Mr. Patel and he told her .. if we agreed to stay the 3 nights that he would give us the 3rd night free. We said we were exhausted and will leave the windows open and see how we do. The following morning I called down and spoke with Keith the GM and let him know we decided to stay the remainder and accept the offer of the 3rd night for free. We had a good day .. went shopping and to dinner we came back to a couple who were very loud but thought they would calm down .. They went out ... arrived about 11:30pm only to fighting, cussing, slamming doors, literally physically fighting .. our room was actually shaking. We called down about midnight only to get a workman who lived 30 minutes away and would come out. We had almost called 911 due to the severity of the fighting. Around 1:30am we finally were able to go to sleep. The following morning we called down to Keith to say we had had it and we were leaving and explained what had happened. He laughed and told me that I should have knocked on their door and told them to stop. I couldn't believe my ears. I said this was not our job and they could have been on drugs. We went to check out .. Keith said he had taken off the 2nd night stay and he had emailed me conformation. I asked for it in writing he refused. We left only to find that he had NOT taken off the 2nd night stay and he charged us $367.48. I did not sign anything at check out. When I called back to ask why he didn't take off the 2nd night stay he said.. "TOO BAD" .... I asked to speak to the owner at this point .. Mr Patel called me .. I thought he would be sympathetic .. however what happened floored me ever more. He YELLED at me for 'upsetting his staff." I am now trying to dispute the charge and not getting anywhere with Chase since this was a night free was a verbal agreement. I have NEVER written a bad review and have never disputed a credit card charge. BUYER BEWARE ... Most HORRIFIC "vacation"...

We just completed a two night stay at your property and I would have to say we were extremely disappointed with the experience. We had a number of issues with the room and service. Here they are listed below:

No towel bars or hooks to hang wet towels.

No shelf in the shower to put soap and shampoo on. Had to use the floor.

Second shower head has no handle.

Furniture still has labels on them.

WiFi is basically useless. It didn’t really work all weekend, and there’s very little phone signal here. I complained about it once, the desk attendant said he’d call the provider. Nothing changed and there was no follow up a. That’s just not acceptable.

The Saturday night (9/4) desk person (a man) had mask down and loose fitting. Kept falling down when he spoke. I had to remind him several times to pull his mask up. This is not In compliance with CDC safety guidelines.

Housekeeping left dirty coffee cups in the sink.

Half of the outlets in the room are not working.

The coffee cup is the wrong size for the coffee maker. When you fill the coffee up to it’s normal level and pour it into the coffee maker, it overflows the coffee maker.

Housekeeping did not leave clean towels.

The bed is too high off the ground for comfortable access. The platform is designed to hold a mattress only, and you have a mattress and box spring. It’s hard to get in and out without literally jumping. While we are in great shape, this would not be good for someone with limited mobility.

There is a nice living room area with room for a TV on the wall, but the TV is tucked oddly far away into a corner where it is only viewable from the bed.

The whole experience was largely off. From the poorly designed room to the unacceptable service. I feel as if we have overpaid greatly at $425/night and am not happy about that at all.

Upon checkout the person at the desk did not ask about our stay (she knew we were not happy since we’d given feedback prior), so it’s like they don’t care or want the feedback. She just curtly said “I’ll send you your bill” and to date (3 weeks later) I have not received it.

I will be reporting them to the better business bureau. They have no business running a hotel or dealing with...

I'm at that age where I just can't ignore red flags anymore. I wanted a nice getaway for my birthday, so booked a two night stay for the priciest room they had. First off, when you book the room, there's an option where you can ask questions. After 3 days and a pending charge on my card, they never responded to my question. I emailed them direct - still no answer. I call and get an older Indian man who had a bad attitude from the start. I offered my confirmation but he wanted to look it up by my name first which they misspelled - more irrateness leading up to "you don't have to stay here if you don't want to". I decided this was, clearly, not the place to stay if they can't have enough sense to offer good customer service on the phone - what would the actual stay be like? I email back to try to cancel - nothing. I call a couple times and eventually leave a message - nothing. I call again and get a cranky older woman and finally am able to cancel. No, "I'm so sorry to hear that". No, "May, I ask why you chose not to stay with us?", etc... My take away from the start was that they were the owners running a business that they, clearly, have become comfortable in neglecting their duties to provide quality service. I've been in customer service for 20 years+ and know the value of first time impressions and the importance of appealing to your customer base. They also never sent an itemized receipt nor one for the cancellation. I was, eventually, refunded for one transaction but not another random one and have been waiting almost two weeks. I had to call my credit card company to open a claim. Still no response after I sent two additional emails. Yay. I'm glad I cancelled and as much as I don't care for AirBnB as a company, opted to try that for the first time and spend twice as much on a place that I'm certain will make for a great trip. PS, the AirBnB host was immediately more responsive than the people at this hotel. That says alot. West Sonoma Inn was the most unprofessional hotel I've...