Best Western Plus Lake Elsinore Inn & Suites — Hotel in Lake Elsinore

Poor customer service in particular a male staff. Day 1. We reach two hours before check-in time anc asked for early check-in. The male manager says hotel was completely booked.day before and asked as to wait until he can find the room. We asked if we can wait in lobby area and use internet. He said we can not use the lobby nor the adjacent businesses center. So we had to sit in car for 30 minutes. After 45 minute's we go inside to check status, we see two people sitting inside lobby. After waiting an hour a lady manager checked us in she was nice and very courteous. I thanked the guy for letting us check-in early( we waited an hour 15 mins), he seemed not care and looked un happy. Day 2: Friday we start working from hotel andcwe here continues hammering noise for more than 45 mins right on top of us. I reached out to front desk and there was a guy trying to replace a tile, I requested the same un-happy front desk male staff if my room can be charged. His response was "I won't because there might be work tomorrow work some where else were". I questioned him a little heads up would have been great. He was not apologetic for the inconvenience caused to us on top was arguing on top of voice with attitude and saying have a great day sir. If you see this staffer please do bot approach(one without goatee). Now about Amenities. Break fast for vegeterian almost no existent. An apple and energy bar. As usual sugary juice to start of the day. Breakfast bar was not open but pre-packed and helped by staff. The ground floor 2 queen sofa room was okay. The bed was close to the AC literally 6 inches away from the bed on the floor and that bed is like freezer. The room had two entries the privacy door that leads to patio would touch the bed. The key card would not work on doors that when accessing from outside, same with exit doors. You can not open the doors even thought you have a key card that works. The accessibility door did not work. Neither did the stair well doors. The hot tub did not work in the five days we stayed. And there are reservations to the pool and we never could get a reservation to use. We had to go in when no one was around. This is the worst experience with Bestwestern in recent years. Next time for sure not booking this property.

I could have given a single star. But the cleaning crew and the female manager were good. Premises were...

Horrible experience!!! Our check in was fast and easy, that was around d 6-630 pm, but we just left our luggage and left, for what we could see the room looked ok, we came back after midnight and that's when we notice the bad odor in the bathroom, there was nobody in the lobby when we came back and we thought the smell would go away so we didnt bother to go say something, (the smell didn't go away) when we got in bed we notice how small it was, we paid for a king size or at least thats what the description of the room said when we booked it, but we got a queen, nobody notified us anything about the change, we only spend one night there so we thought, why complain, but the last straw was at check out, Theresa was at front lobby helping, she was wery rude at the way she talked to us and her facial expressions. We told her we needed to check out, she checked the system and ask me if we wanted to use the credit card on file to pay, we told her that when we checked in they ran our card twice, the first time for $197.99 room fee and the second time for $150 room deposit, both times approved, well, she said not once but several times that they couldnt charge my card because it didnt have funds that's why she needed us to pay, so I check my card at that moment because I knew that couldn't be possible, and showed her that the 2 transactions were there pending but there because it was the weekend, she said no, you need to pay because the system shows that you haven't, but if you wanna leave, it's ok, my manager will be able to run your card information and charge for the room, talking and treating us as if we didnt want to pay, she made us feel so humiliated. After trying to explain her for several minutes the transactions were there but pending, we ended up paying AGAIN because otherwise we wouldn't be able to get a receipt which we needed. To this moment my $150 deposite was refunded but I not only have one but 3 $197.99 pending transactions from them, I'll just wait and see what goes through, hoping is only one. Very...

This was the most abhorrent experience I've ever had, and I used to travel for work 7-8 months out of the year.

First, we were traveling with family and wanted rooms near each other. I made the request when I made the reservation, but our rooms were at the extreme opposite ends and floors of the hotel.

The morning we checked out my husband flushed the toilet before using it (something we do in every hotel in which we stay) and it began to back up. He called the front desk, which picked up the line but didn't respond. He said "hello?" In an increasingly louder voice before hanging up and redialing. He was consistently shunted to vm. At this point I got dressed and walked downstairs while he continued to call.

There was a sign at the front desk that said they were helping another guest. I called out "Hello" and the front desk peron (Tracy) came in from the guestroom hallway. She was holding a phone and it would ring, she'd hit a couple of buttons and then it would ring again. (I saw her fingers move and could hear the beeps).

I told her that we needed a plumber for a backed up toilet. She said there was no plumber but she'd give me a plunger. At that time the phone rang again and she answered. I heard my husband's voice and she said there was no maintenance available but she would be up shortly. I asked if she was coming up or giving me a plunger. She said she had to now because the water reached the carpet.

When she got there she laid out all the towels and said that was all she could do. She offered to change our room, but we were checking out and moving seemed like more trouble than it was worth. We used my in-law's shower an the hotel comped the room, ($175 for a BW is bad enough, but in Lake Elsinore? That's highway robbery), but that only compensates for bad plumbing an no maintenance. I don't know what the company can do to make up for such abysmal customer service.

As a consequence of this, neither we, nor our family will stay at any BW again ever, regardless...