Best Western Plus Royal Oak Hotel — Hotel in San Luis Obispo

I am writing to formally lodge a complaint regarding the poor service I received from Gloria, a front desk staff member at your hotel, during my recent stay on 02/07/25 to 02/08/25 . Unfortunately, my experience was far from satisfactory, and I feel compelled to bring this matter to your attention. During my check-in process, Gloria was unprofessional and dismissive. She appeared disinterested and provided minimal assistance, even when I asked for clarification about the hotel’s amenities and policies. Her tone was curt, and she made no effort to ensure I felt welcomed or valued as a guest. Additionally, when I encountered an issue with the coffee machine & hot water machine, Gloria was unhelpful and unwilling to address my concerns, she was super rude with me, Instead of offering solutions or escalating the matter to a supervisor, she simply stated that nothing could be done and ended the conversation abruptly. This lack of customer service was both frustrating and disappointing. After staying one night at your hotel, I approached the front desk to inquire about how to work the water machine for me . Instead of providing a polite and helpful response, Gloria responded in a rude and unprofessional manner. She abruptly asked for my room number in a tone that was unnecessarily harsh and dismissive. Her demeanor made me feel uncomfortable and unwelcome, which is not the level of service I expect from a reputable establishment like BW Hotel. As a guest, I believe it is reasonable to expect courteous and respectful interactions with hotel staff, especially when asking a simple question. Gloria’s behavior was unacceptable and left a negative impression on my overall experience at your hotel. I kindly request that you address this matter with Gloria and take appropriate steps to ensure that all staff members are trained to provide courteous and professional service to guests. I would also appreciate a follow-up regarding the actions taken to resolve this issue. This interaction left me feeling humiliated, upset, and unwelcome. What should have been a pleasant and relaxing stay turned into a deeply uncomfortable and distressing experience. Gloria’s actions not only ruined my stay but also negatively impacted my mood and overall weekend. I am deeply troubled by this incident and feel compelled to bring it to your attention. No guest should ever be subjected to such treatment, especially in a professional setting like your hotel. I urge you to investigate this matter thoroughly and take appropriate action to address Gloria’s behavior. Additionally, I hope you will implement training programs to ensure that all staff members understand the importance of treating guests with respect, dignity, and fairness, regardless of their background. As a loyal customer of BW Hotels, I expect a certain standard of professionalism and hospitality, which was sorely lacking in this instance. Gloria’s behavior not only tarnished my experience but also reflects poorly on your establishment. I kindly request that you address this matter and take appropriate action to ensure that such incidents do not occur in the future. I would also appreciate a follow-up regarding the steps taken to resolve this issue. This interaction left me feeling frustrated and upset, which carried over into the rest of my day and weekend. What should have been a pleasant and relaxing stay turned into a stressful and unpleasant experience. As a customer, I expect to be treated with courtesy and respect, especially when asking a basic question. Gloria’s attitude failed to meet these expectations, and I am deeply disappointed by the lack of professionalism displayed. Because of this experience, I have decided not to stay at your hotel in the future. I hope you will address this matter with Gloria and take steps to ensure that all staff members are trained to provide courteous and respectful service to guests. Thank you for your attention to this matter. I hope to see improvements in the level of service provided by your staff during...

Wow. This hotel and management was such a disappointment. I stayed a little over a month ago now and I wasn’t going to post a review about my poor experience with this hotel due to how the manager, Stacey, reached out to me immediately after my review through the hotel and expressed her apologies and even said she was going to immediately refund my card for the inconvenience. I thought that was so awesome. I never asked for a refund, and I was really impressed that she would make that extra effort. However, it’s been a bit over a month now and I still haven’t received the refund. My now 3 emails back to Stacey have been ignored. This hotel was such a mess. For the price, I expected so much more. For starters, my room was filthy. Long hair all over the bathroom, small hairs in the sink, and even urine on the toilet seat. It smelled awful and the carpet was COVERED, I mean actually covered in animal hair. I started sneezing immediately upon entering the room, and really my allergies are not bad. I’ve never reacted to a space like that. Even the lamp on one the bedside lamps was literally hanging to the side. It was awful. I will say, the staff was very accommodating to my request for a new room. I got another room that was cleaner. However, still smelled. Actually the entire place smelled. Like mold. The linens and towels were thin and scratchy. Just overall a very cheap looking hotel, at a not cheap looking hotel price. The layout was so confusing. The pool was not able to be used, which was one of the main reasons I even checked into a hotel for the day. I wanted to lay out and spend time in the pool. It was extremely disappointing that wasn’t an option or even made aware to me upon checking in. I had to find out for myself. Apparently it was a chlorine issue. This should have been made aware before checking in. I would have not stayed if I knew the pool was not in use. To boot, the breakfast was inedible. I see now there are other reviews about how awful the sausage and potatoes were and oh my god. Actually inedible. A dog might turn their nose up to it. Everything else at the breakfast was fine, just get rid of those potatoes and that grey sausage patty. Like I said, I wasn’t going to post this as I was so please with how Stacey reached out to me and said she’d refund me for my stay. But here I am over a month later, and my 3 emails checking in have gone ignored. This is an awful hotel. Truly you’d be better paying less and staying at a motel 6. You’ll have the same experience, maybe better. So not worth the money. Stay at the Agrarian in Arroyo Grande, another best western branch and sooooo much better it’s crazy. Same price, maybe even cheaper depending on the day. I even used all of my points alongside $110, as I am a Best Western platinum member, so that just adds more hurt that i wasted all my points here. What a...

After a long drive, we were thankful to be greeted by kind and helpful front desk staff who checked us in quickly despite the late hour, with clear directions on where to park and the location of our room on a map. In trying to find our room, a helpful night custodian went out of his way to point us in the right direction. Our room was clean, and our stay was quiet and restful. Everything was worthy of 5 stars, until our weird check-out experience the following morning. ||Per usual (as we’ve expected when checking out at any hotel/motel/holiday inn), the clerk asked me if I’d like a receipt, to which I said yes please, thank you. Glancing then at her screen, she mentioned that there was no charge to the room and asked me (now a second time) if I would still like a receipt, to which I said, yes please, thank you, explaining that my husband had booked the room using his reward points. After an awkward silence with her still looking at the computer screen, she asked me again, this time with a tone of annoyance, (now for a third time) “Are you sure? There’s no charge to to the room,” to which I explained that yes, I would like a receipt that I could give to my luddite of a husband (haha) as a record of his free stays/reward point usage, trying to lighten my growing discomfort. After more moments of awkward silence, she said, something to the effect of “you know, there’s no charge for this room…” to which I replied (now, for the fourth time), that yes, please I would like a receipt for my husband’s records, thank you. After a few seconds, she curtly handed me the receipt and I was out the door. What just happened?||A simple “I’m sorry, I’m not able to print your receipt at this time. May I email it to you?” would have bypassed this weird interaction. Not once did she extend common courtesy or kindness, which was in stark contrast to all of the other staff members we encountered during our stay. Her behavior stuck out like a sore thumb; her annoyance, palpable. In all of our years of travel, this was the only stay that was marred by a rude and unhelpful...