Best Western Plus Bayside Hotel — Hotel in Oakland

Horrible customer service created a nightmare honeymoon experience.

I checked in to my room on the evening of Tuesday October 10th. I was looking forward to my wedding the following morning and then two uninterrupted nights with my husband. I was pleased that the front desk seemed so accommodating when I requested that the room be fully cleaned the next morning between 10 and 11am so that my bridesmaid could decorate it with rose peddles and candles. I was also thrilled to find an amazing view off a stellar patio. Unfortunately, this is where the good times ended. Wednesday morning by 11:30am it was clear that they were not coming to clean the room any time soon. My bridesmaid had to leave the wedding to go back to the hotel later in the day to do the decorating. When she arrived the room had barely been cleaned. There were dirty wet towels still strewn about the bathroom, and the garbage had not been cleaned up or taken out. She proceeded to finish their job for them and decorate for me. My husband and I arrived Wednesday evening after our wedding anticipating two uninterrupted days of privacy (we were to check out friday morning). Unfortunately this was not the case. We walked in to find our toilet broken. We called the front desk to inform them, however, we requested that they wait to send maintenance since it was our wedding night. The next morning we were woken up by the fire and carbon monoxide detector going off repeatedly at 9am. Maintenance was called and came to fix it. At this time we asked them to go ahead and fix the toilet since they were already in our room. We were told that they would return with the part they needed to fix it; They never fixed the toilet. About an hour later we received a call stating that our water would be turned off from noon until 2pm. We decided to go out for lunch for that time since we couldn't use the whirlpool tub we had paid to upgrade to. When we returned from lunch I attempted to run a bath, only to find brown water filling the tub. Once again maIntenance was called. They came in and worked on it for awhile then told us it was fixed. When I went back into the bathroom I found that they had made no attempt to clean the disgusting residue that was covering the tub and we still had to run the water for a few hours on and off to get it to run clear. About this time I went to the front desk and requested to speak with a manager. I was told that there was no manager on site but that they could help me there. I explained to them our situation and asked what they were going to do to make up for ruining our honeymoon. I was told that they were "sorry for the inconvenience" . What they offered was insulting, I was offered a free dinner in their restaurant or we could stay another night for "just $100 more". I told them that this was unacceptable and was told there was nothing they could do since I had booked online. I then went back to the room and called the booking agent. After about 3 hours on the phone with various "supervisors" we were finally offered one night of our stay for free. While we appreciate the gesture it in no way makes up for the fact that our honeymoon was...

The moment we walked in, we were greeted by very cheerful yet professional staff. We pre-registered online, so check-in was a breeze! Our room was absolutely stellar! The view was stunning!!!! The wildlife, the water, trees, and serenity rose up to welcome us! If nothing else in the hotel was great, we would stay just for The View! But everything else was great! The bed was extremely comfortable, the furnishings were very modern and kept up! The jetted tub and separate shower was a great plus! The breakfast was absolutely scrumptious!😋 We have come to expect that from all Best Western Plus'! And they did not disappoint. My husband and I came for a getaway, he said we can come here anytime and every time we want to get away! And he's very picky about where he stays! Love, love, love this place! When you come, if you have it in your budget... Ask for room #192.... You won't regret it!! Thank you so much Best Western Plus Bayside for an extraordinary and peaceful weekend!!

REVIEW UPDATE!!!(JULY 2020)

Having had such a wonderful experience the last time we came, we decided to come again for our anniversary. WHAT A MISTAKE!!!😒 Granted, this is a time of COVID-19...and I'm quite willing to excuse some things....however, a Global Pandemic should NOT effect the level of customer service you provide! Where do I begin...first off, there were several amenities that were not available, (understandably so), but it wasn't disclosed to us during the reservation process. Again, we get that COVID-19 imposed restrictions made things different, however, that is no excuse for poor customer relations! The check-in process was very quick, but the desk attendant was not friendly at all. She did not ask us which Diamond Member upgrade we wanted, she just handed us a bag with cookies and water in it. The room was okay, but the toilet kept running, the air conditioning was not working properly, and the TV was very dim. We asked the front desk to address each of those issues, and a non-English speaking maintenance person was sent to assist, but didn't understand what we were talking about, and was unable to fix anything. Although one Manager offered to comp our parking fees, (another unwelcomed surprise), because of the inconvenience, the check-out Manager said they knew nothing about it, and refused to adjust our bill. We also didn't appreciate having to go to the hotel next door to get our breakfast. Yet another thing that should have been discussed at the time of reservation. Needless to say, not at all the experience we had in July 2019. We won't judge all Best Western Plus' based on our experience at Bayside, however, we will be very cautious before we book with this chain during the...

Still the worst!!! Look at the reviews…We have stayed here twice a year the last 11 years. This stay, has us in so much distress and more. We didn’t know if the new policy cause of covid to only clean every 3 days. As we totally agree with conserving, 3 days to clean (trash, new towels, a vacuums with 8 in a room) is not unheard of to ask for or even if you lived in an apartment etc. we were there for medical reasons and had asked for a clean up. The clean up was so half fast it was gross. I went to the local store and bought stuff and cleaned. I even purchased towels and laundry soap and garbage bags. They weren’t gonna clean and were so rude. At check out the magnet asked us to talk. We needed to leave to be home at a certain time to fetch our animals. Then he got a corporate guy. The manager attacked my husband saying we were not welcome back. That my kids were amazing but my husband was rude/. We said how. They said reports. Reports?! Cause we came from The hospital and asked for a room clean after a stay of 5 days? We took the corporate gentleman to the room and showed him how I clean. And nothing broke or trashed. He was so in shock this was happening. Like we were in a room like being in interrogation and discriminated and my husband was chastised. Now my kids never wanna go back. They have nightmares and more!!! I’m still in shock that really happens?! There is so much more I can’t type I still cry. I fear to go on any trip anywhere now and we must for medical… Ty Jay, my kids fear life now

To your reply… I’m just not shocked anymore. Who does what you all did in a private bedroom to a family?! Then you state this fabrications?! Instead of being deeply sorry and more to what you have caused us?! You are adding to the much dishonest and disturbed treatment we had to adhere too. How do you sleep at night?! I’m still in much distress and scared over what you all just did. Please be reminded, in California it is is illegal to cause any defamation to someone. Where as my daughter video taped the whole situation, and I am glad she did; we will wait to hear from the CEO. Ans exonerated a person who had to refund us over $1000… does that even make sense? Do what right, and right a wrong. Thia world...