Best Western The Inn & Suites Pacific Grove — Hotel in Pacific Grove

I wish I could give no stars, Worst hotel I’ve ever stayed at, no one has a clue on what there doing, booked through hotels.com was suppose to pay when I got there, but was already charged the day before, the lady double charged my account, when explaining that I was double charged and showed that I was double charged she had no idea what to do, said she was to busy and had to call the manager, I was charged 700 for a room that wasn’t even full cleaned my toddler picked up a dirty knife of the floor trash wasn’t even taken out, manager called and when we answer hung up I had to call 3 hours later to see what was going on which the old lady up front proceeded to put blame on us, that our card got declined when I repeatedly explain to her yes because you already took out almost 400 from my account and your trying to take another 366 out of my account again! No one at this hotel knows what there doing worst experience I’ve ever had no help what’s so ever I have to go through my bank and fix there mistake I drove 4 hours with my 2 babies and husband just to have the worst experience ever. I do not recommend stay at this hotel at all!!! I left 2 number upfront to get a call back and the manager called my room and said no one answer and we weren’t in our rooms when we picked up the phone and they hung up. What was the point of leaving both me and my husband cell number, just seems like they didn’t want to deal with the situation and avoided calling us back I had to call my self. Front desk says she under stood that we needed our money and acted like 700 was no big deal to lose, when I have 2 kids to feed we planed a fun trip and was completely ruined. I didn’t even get an apology just complete blame on us. I don’t understand why I couldn’t have been refunded back when she manually charged me at the hotel, and while we were at the office someone was complaining about a gas leak that wasn’t dealt with that they complained about 4 times, I completely don’t feel safe stay here with my babies this experience completely killed my experience ever staying at any best western. Thank you so much for ruining my experience and weekend with my family 4 hour...

This is the second time we've stayed here. Its a nice facility and the first time we stayed was 6 years ago and it was great. We booked a place with the kitchen both times. Well, the second time left much to be desired. It started with the key not working on the entry door. I went to the office and they made a new key. As our stay progressed it was one issue after another. Allow me to list the problems. The fireplace did not work The thermostat for the heater was broken, so I was unable to set the room temperature. The remote for the bedroom TV had dead batteries and I had to switch them with the other remote, and also wasn't able to access anything except the premium channels. The kitchen was barely functional with inadequate utensils. Two forks, spoons and butter knifes, a dull bent cutting knife and some cheap flimsy plastic cooking utensils. No dish soap, no dish strainer, a dirty used sponge, no cutting board, no dish towel, no way to toast bread or bagels, a super small trash can. Lots of counter and cupboard space with nothing in them. Very frustrating. The bed needs replacing. It sinks in the middle and is very noisy. Every time you move it sounds like a creaking wooden ship. The bed condition really is the most important item at any lodging. Gotta get a good night's rest. The sliding screen door off the kitchen was broken. I was able to make it work because I'm handy. Had a nice little wet bar, which seemed unnecessary, but had no corkscrew or bottle opener. The little coffee maker used paper cups for single cups of coffee, but every single one leaked. The patio table leg was missing the skid, so it rocked every time you touched it. Overall the place was clean but it needs some updates ( carpet, bed couch), the staff was friendly and helpful and nothing made me say eww gross. During the Covid-19 pandemic I can see that there might be issues that wouldn't have been an issue if things were different. But here's the thing, it is different and it is an issue when things are neglected. When you are faced with challenges you either meet them or you ignore them. The lack of...

Worst experience of my life!

We drove in last night from Sacramento after midnight to be told that our room was cancelled because they “called, left a voicemail and sent an email” which there was no email and no voicemail because they said the card I used to book the room with was declined. Ive never had an hotel cancel my room due to a card I booked with declining. I always book with a card that I’m not going to pay with so the hotel doesn’t charge me prematurely, as they have a tendency to do.

I have a baby and a my father who is elderly and going through cancer treatment and my mother who had a stroke. We had absolutely nowhere to go since this is a busy and expensive weekend in Monterey! Horrible experience!

Since it was so late we we were forced to downgrade our accommodations to have a place to lay our heads and went to a room that we didn’t book for my parents 41st anniversary. Because of my father’s cancer treatment and injuries he cant sleep on a bed and has to sleep on a couch to sleep upright or a comfortable chair. None of which this other room had like our original room. Our current room is dirty and the toilet leaks.

The staff at the Bedt Western Marina State Beach is very nice and accomodating. This has been beyond frustrating and after speaking with Linda (a lead with customer relations) her option was to give me shut me up points to use at another time, instead of making it right with this current situation.

There are many other accommodations in Monterey and the surrounding areas, do yourself a favor and look into those. If you ever have this issue know that Best Western is NOT going to do anything about it. Except tell you how sorry they are and there’s nothing they can do, and how they understand you’re frustrated, by the way here’s 10,000 points to use next time, shut up and...