Best Western Moreno Hotel & Suites — Hotel in Moreno Valley

Avoid this place at all cost, There’s people here who scout out cars, hang around the property and there was a random man who counted how many people where in my car. He was not an employee of the hotel. Not only is this property in the heart of the ghetto, but this property gives off traffic vibes. Also, there’s either a voodoo fixture hanging right over the office under the camera or symbol to alert people. When I asked about it, staff brushed it off and said the owner put it there as a “charm” since each branch is individually owned. Which is is very eyebrow raising because I’m very SURE BEST WESTERN FRANCHISE WOULDN’T ALLOW ANYONE TO HANG ANYTHING THAT WOULD BRING QUESTION THE ORGANIZATION. I’ve never heard anything like that being allowed from a huge company? Women, there’s suspicious men who roam the property and stay there that will watch you from your car and to the room. Very uneasy feeling, as if they could be scouting out women and children. I doubt it’s a charm, could be something else to symbol something else. If that’s not enough to put you off, let me tell you my experience there.

First of all, the rooms are filthy! There were black stains on the toilet in the room and piss! There was stains on the sheets!! I don’t know if it’s from someone else’s bed sores, cycle or who knows! But what I do know is that, housekeeping is suppose to keep the rooms clean!! When I brought this to the attention of staff (the gentlemen with the ponytail ,full beard, heavy set and the woman built like Patrick star wearing Batman make up) nobody was wearing name tags. They had smirks on their face as if it was funny. So I checked them like what’s funny, and they were like “oh sorry”. Anyways, the gentlemen states “we don’t have head of housekeeper and we are short staffed.” So I’m other words, this places needs to be shut down until you do have full staff to AVOID unsanitary conditions and health hazards. Best western allows it though, so if they don’t see anything wrong with it, that speaks volumes.

Additionally, the sink in the room did not drain at all and the shower had dirt at the bottom from the last person who used it. The shower rod at the top is rusted, the paint in the bathroom is chipped, scrapped and missing. Good lord, you better where shoes because if you don’t! You take the risk of your feet being snagged on the uneven floors and it hurts really bad. For some reason there were yellow spots on the ceiling and the doorway of the bathroom, I’m not sure what that is but I didn’t want stay there anymore. I was completely grossed out. The front office staff did not want to refund my money at all or do anything about the situation after bringing in it to their attention. I had to call corporate because the front office wasn’t trying to do anything! After talking to corporate, I went down to the office and returned my keys! My check in time was Tuesday -Friday. I arrived Tuesday and left TUESDAY, I was probably there only 45 minutes. (Including check in) the gentleman with the ponytail said “I’m sorry this falls on us and I would offer a room but I can’t guarantee it’s clean because we are short staffed. Since you are checking out, we will refund you your money.” However the money was never returned!!!!! I called corporate again and they stated that it should have been returned by now and they don’t know why they didn’t!!!!!!! Just ghetto!!!

Anyways, if you like sketchy vibes, unsanitary rooms and feeling like someone is going to snatch you up and never see your family again? This is the place for you. But anyone with common sense should listen to the reviews, women, kids and families please stay away from here! This hotel is way too risky. Also, I read on here that they do give keys to other people and they may enter your room “accidentally” but given the vibes here, it’s more than likely not an accident. Someone staying there that I ran into said it happened to her the before. Very scary!!!

They ATTEMPTED TO HIDE AND TAKE DOWN MY REVIEW! EVERYONE PLEASE BE AWARE OF THIS HOTEL!!!! STAY FAR AWAY FROM...

This is a formal complaint in regards to my experience at the BW Moreno Valley CA. When I arrived on Friday 06/07/19 9:30pm, I was placed in a room with wet floors (the entire room) and we found bugs in the bed (under the covers). I was moved to a new room on the 3rd floor. At this point it was 11:30pm and after traveling from Arizona with my daughter I had no choice but to stay the night, as the neighborhood surrounding the hotel wasn’t very safe. The following morning, I called the front desk to speak to the manager and I was told I would get a call back within 30 min (this was 9:30am). The person who answered the phone at the front desk asked in an appalling voice, “who is this?” as they had no idea I was someone staying at the hotel, even though I was calling from the hotel room. At 11:30am I went to the front office and asked to speak to the manager as I felt my experience at this point was unpleasant to say the least, and I had already reserved rooms for 2 nights. I explained to the manager what had happened the night before, and asked that my first night stay be compt. He proceeded to tell me that he does not “make money by comping rooms”, and that it was “my choice to stay.” I was taken back by this statement as he had no remorse or empathy for the fact I was from out of State and had a young child with me. Instead he conveyed a "don't care" attitude and began to get aggressive with me in front of people who were signing into the hotel for the first time. I became uncomfortable and disgusted by his demeanor. I then advised I would not stay another night and he said that was fine, again he never apologized or conveyed any professionalism. Instead he was rude, vulgar and concerned only by the money he was making from my reservation. I advised I would be sending a complaint to BW Corporation and he stated, “it doesn’t matter, it isn’t like I’m going to go out of business!” I could not get out of his presence or the hotel fast enough.

This is the worst experience I’ve ever had at a Best Western and based on this, I will no longer stay at any other BW.

This is in response to the Owners message below... There was no complementary upgrade given. And it's unfortunate the owner has to lie to get a...

Worst customer service ever! I called the hotel at 2:33 am on June 5th. I made a reservation to check out on the 6th. I got to the hotel at 4:50am. At 11am the cleaning lady asks me if I am leaving the hotel, I say no, since I just checked in a few hours ago. She start's having a conversation with the manager on her walkie talkie in front of me. I hear the manager say that they need to leave at 11. The mananer named Maria then calls my room arguing with me that I need to leave the hotel. I said I came in at 5am why would I check out now? I didn't notice when I signed the paper the reservation was made for the 4th. (STAFF MISTAKE) Even though I got there at 5am on the 5th. A lady by the name of Lenny said several times my check out time is at 11am from the following day. Well the manager does not believe me, argues with me that whatever I was told goes against their policy so even if the employee made a mistake it's pretty much my tough luck! They called the employee who denied saying that to me. The manager does not attempt to resolve it and is surprised I am upset. Of course, I should be jumping of pure joy for being kicked out from a hotel after 6hrs. I should take it very calmly even though I paid $260 for only 6hrs!!! Staff completely denies what they say. They don't attempt to resolve a miscommunication or simply to leave the customer happy. I was kicked out, insulted, and there is no customer service skills. DO NOT STAY IN THIS HOTEL!!! The staff are not courties, they are disrespectful, interrupt you while you are speaking, contradict you. I have never felt more insulted in my life. To top it off, the manager tells me to call customer service to resolve my issue . I called customer sevice and they couldn't do anything. The manager on duty had to approve a discount or a refund which of course she will not own up that they made a mistake and treated their customer so poorly. They took the word of the manager on duty. I hope they are treated the same way by another person. REPEAT, NEVER VISIT...