Best Western Plus Executive Inn — Hotel in Rowland Heights

Last night’s stay at the Best Western has been a great disappointment due to the lack of basic customer service and professionalism. As the children were settling into the second room and preparing to rest, we discovered that the toilet was blocked. We promptly reported the issue to reception, and Eryck, the receptionist, sent a security guard to check it out.

To our surprise, the guard arrived with gloves on and handed us a plunger but outright refused to do anything to fix the problem.

When we contacted reception again, Eryck bluntly told us there was nothing more they could do after hours and expected us, the guests, to resolve the issue ourselves with the plunger. This response was careless, dismissive, and completely unacceptable, especially given that the toilet was already malfunctioning when we checked in. There is no protective nor sanitisation equipment offer neither! 😮

Luckily, we had booked two rooms, so our children could come and use our bathroom instead of the blocked one. However, I cannot imagine what would happen if a guest had only booked one room and encountered this situation. Where would they go for toileting in such a scenario (btw- no offering of switching room neither)? This highlights a glaring issue with the hotel’s after-hours service and contingency planning.

When I questioned the hotel’s protocol and complaint process, Eryck’s tone of voice showed no interest in problem-solving. Instead, he deflected responsibility, stating that the manager would address it the next day at 9:00 AM. This lack of urgency and disregard for basic guest needs is both shocking and deeply disappointing.

Adding to our frustration, we are booked to stay here for another three nights. The thought of enduring such poor service and unresolved issues for the remainder of our stay is incredibly disheartening and has turned what should have been a relaxing experience into a stressful ordeal.

The way this situation was handled was unprofessional and far below the standards we expected from Best Western. I urge the management to review their service protocols and take immediate steps to prevent such incidents in the future. As of now, this has been an incredibly disappointing experience and I would be interested to see what the management team thinks about the situation and how they are going to manage this.

Follow-Up: Positive Resolution from Best Western

We appreciate the efforts by Sales Manager Benjamin Wu to address our concerns. He sent a thoughtful letter of apology, provided a new room closer to our current one for our children, and offered a basket of fruit and water as a gesture of goodwill. While we won’t be able to meet with him at 9:30AM due to our earlier checkout, his professionalism is noted.

While the resolution has improved our view of the hotel’s management, we believe it’s important for the service and protocols during after-hours to be addressed so that future guests don’t experience similar issues. A proactive approach in ensuring guest comfort at all times, especially during emergencies, would prevent such problems from occurring in the first place.

We hope this feedback helps the team at Best Western improve and grow, as we see the potential for a much better guest experience with the right adjustments. Thank you to Benjamin Wu for his efforts to make...

This is definitely a hotel suited for asian customers. Located near to asian commerce and restaurants. It is sort of basic. The Gym has a trend mill, a stationary bicycle, and two more options. I didn't try the breakfast so no comments about it. Rooms are non smoking but outside basically is a big smoking area. Prepare to see clothes hanging on the hall way getting dry by your next room neighbor, even underwears. However, the staff, from reception to maids are very VERY polite and professional. They great you always with a smile, helps you on every need. The room's bed is comfortable even though I need orthopedic bed, the tv, mini fridge, desk, sofa are good. The bathroom is elementary to satisfy your basic need, our bathroom air extractor had limited extraction power so after a shower it was more of a sauna. There's a whole side of the building facing the highway, specially the second and third floor. The noise is unbearable if you are out of the room but once the door is closed you can barely hear the traffic so don't be discouraged if you get any of those rooms. Although, it is preferable to pay a bit more to be on the other side. The pool was ok. The elevators out dated but will take you there. The whole hotel is sort of out dated but for travelers that will spend most of the day outside it is good for the wallet. With decent traffic it is about 45 minutes to 80 minutes drive to main California attractions like Santa Monica Pier, Hollywood Boulevard, Long Beach, Disney, with that range of time about 4 outlet malls. Parking spaces are sufficient. I travelled with wife and a 15 months baby for leisure. It satisfied our immediate needs. I gave 7.5 out of 10. Lost some points over buildings and rooms being out dated, but kudos to the staff and overall $ spent and immediate needs...

Compared to other inns in this class, I thought it was great.

Friendly staff, well kept rooms but with thin walls where I could hear my neighbours who happened to be my family members. Good Wi-Fi signals. We stayed on the highway side and I can see how the highway noise MIGHT bother some people but we always put the white noise machine app on to sleep so it drowned out any vehicles driving by noises. They also supplied ear plugs in the night table drawers if the noise by the highway bothers you. The room was a good size. My main issue about it is that the shower water pressure strength is not very strong at all. I'm not that's something that can be fixed ? The soaps supplied smelled great though, that orange citrus is something else.

I also think my room is haunted because the drawer under the TV opened up on its own five times when I wasn't looking or if I walked away to the washroom even though I double check to make sure that I had closed it. I guess we shared the room with a benevolent spirit.

There's a little pool right underneath the highway side of the inn in case you wanted to get some swimming time in.

Easy access to the highway. Convenient location within a few minutes walking distance to an Asian eating area with lots of restaurants.

We stayed two nights in the morning. A HOT breakfast was very well appreciated and it was great for what it was. It definitely is a reason to stay here. I mean who doesn't like a waffle machine ? If I'm in the area again then I'm fairly sure I...