Best Western Valencia/Six Flags Inn & Suites — Hotel in Santa Clarita

I stayed here a few times now never had any problems, but this last time I was here was the most horrible experiance i have ever had. I always get two rooms because of my large family. In both rooms mini fridge did not work all our drinks stood hot and kids snacks went bad. One of the rooms smelt like pet urine so bad I requested to move to another room, but after the long trip decided to stay in that room because I already had unpacked the suitcases so I sprayed body spray throughout a few times, that's not the worse part of my stay...I arrived Friday evening around 4pm the kids wanted to go swimming, I gathered the kids from both rooms to take them swimming my younger sister decided to stay in her room #236. We werent at the pool for that long because my younger daughter was not feeling well. When I went back to the rooms my sister said she was laying on the bed when she heard the door open she didn't get up because she thought it was our mom going in, then she sees the maintenance guy standing by the TV she looked at him as asked what he wanted he said he had an order that we needed pillows. My sister told him we did not call anyone so he left. I not really thinking to much figured it was an honest mistake, I went into my room #237. We never left that night anywhere and went to bed. The following morning we all went to Dennys for breakfast. As we were eating I opened my wallet and noticed I had $500.00 missing omg I panicked. That was part of my kids vacation money. I left Dennys and went to the front desk to inform them that I had money missing and everything that happened the evening before played back in my head about the maintenance guy walking in without knocking nor acknowledging himself. I explained all this to the lady at the front desk she was nice and looked through her logs to see if for any reason maintenance was scheduled to go to our room. She found nothing in the logs for our rooms nor anything about pillows. She then stated I needed to speak the the assistant general manager. The Manager walked in and asked me and my Lil sister to go with her to her office which is right across the parking lot, I did...she had an attitude the whole time talking to her she made it seem like I was making this up. She kept getting the room numbers mixed up asking the questions over and over again like if she was interrogating me. I was fine with that and explained everything to her a few times. She then stated that she has worked there for a long time and knows the maintenance guy really good and he would never do something like that. She stated I needed to call the police to make a report. I asked if she knew the non emergency number and she stated that she did not have it. Frustrated I left back to the room. I didn't want to ruin the kids mini vacation so I took them to six flags. I came back to the room in the afternoon, I Google the non emergency number to where we were to get info. The sheriff office informed me that they did not have an ETA on arrival that I needed to wait. I went into the office to speak to the general manager again Jennifer Lamori and informed her that I needed to leave to take kids out for dinner if there was any way she can speak to the police.if for any chance they arrive and I would hurry back. She informed me no that it was my problem. I then asked her about the cameras I have facing my room if for any reason those cameras picked any one entering my room she stated that she just took over the property and does not have access to the cameras and that she seen in the logs that the maintenance man needed to ads towels in room 236, where her front desk already looked through all the logs and seen nothing! Thinking in my head she just conderdicted herself earlier she informed me she's been here forever and knows the maintenance man as loyal and how I was at the front desk for awhile before I spoke to her in the morning and the front desk told me nothing was in the logs. I waited and made police trport. It's now Tuesday I've been home, calling customer care and just getting...

1- Reservation: I had booked a room on Expedia months in advance. I later needed to edit the reservation to arrive 2 days later than I initially booked it for so naturally I called the hotel. Unknown to us, the front desk agent messed up our booking (updated it to 7/30 instead of 6/30). We drove from Oregon arriving at 11PM on 6/30 and were told we have no reservation. We were advised there were no rooms available for us and were essentially turned away to try and find another room for the four of us at 11 at night. After discussing it and trying to find some kind of accommodation for nearly an hour, all of the sudden a room became available. However, the price was significantly higher than I had been quoted on both Expedia and by the front desk agent. They basically told me even though it was their fault, there was nothing they could do; there was no button they could push to correct the price and so I ended up paying more because of their error. There was no attempt to make it right and it took far too much effort to even have a place to sleep that night for us and our 2 children after a long drive. 2- Laundry: The entire complex has a total of 2 washing machines and 2 dryers. One of the washing machines was broken. One of the dryers was not connecting to the app you have to install to use the machines. The other dryer was on another floor and took coins. The front desk said the machines are not owned by the hotel and you have to call the service # posted, which closed at 6pm. An entire hotel full of guests expecting to do laundry and no one to help fix the machines. People were getting frustrated to the point of anger while everyone tried to get a load of laundry done, waiting for the one washing machine to finish and a dryer that would not connect. When most guests are staying at this hotel with children to visit a water park/theme park, laundry is an essential amenity. 3- Breakfast: Breakfast was fantastic! It included a wide variety of tasty food. The only gripe I have is that there are only 2 waffle irons for the large hotel. At times you would have to wait in line in excess of 20 minutes to be able to use one. They have one staff member working each morning to handle everything. She was wonderful, but in a hotel that large the breakfast area got really busy and 1 person can not effectively keep up. 4- The room: The room was ok but the pull-out sofa did not have bedding. When bedding was requested, they said they had run out. They offered us a mattress pad, and then a curtain of some kind to use as a comforter. This is odd. 5- Maid service did not occur. We were there for a week and had unfortunately left our own cleaning supplies at home (as we were on vacation). We could not even wash our own sheets because of the laundry issues (see above).

I usually stay in La Quinta when I come to Six Flags. I decided to try out Best Western this time as it was a bit closer and I thought it would be comparable. Unfortunately, I was very disappointed with the service at this hotel and will likely return...

I came here memorial weekend and my girls and I loved it here. The room was clean and nice. It has a microwave and fridge so if you have kids you can bring them juices and water and have somewhere to keep them cool. They offer free breakfast which is consist of a nice box with a muffin, a bottle of water, and a nutrigrain bar. Then you have a Jimmy dean breakfast sandwich waiting for you in the dinning area with yogurts, oranges, apple and orange juice. They have utensils for you too. They also provide two laundry rooms. One upstairs and you have to log into an app in order to use it. That was a pain..😊 The other machine was kind of working but it stop and that one is super old. It took my money but Nancy the supervisor got the maintenance guy to help me get it back and he was super nice and professional. I hope they change that washer soon. The staff I've dealt with were okay when I checked in, in the evenings but she always seems like she's rushing. They need to be clear on their late check out. And if you have any issue that needs maintenance you have to just wait until the next morning. My second time here the TV remote wasn't working and I had to stoop in front of it to continuously press a button below the TV just so the kids could watch something. That was tiring. I knew Nancy would be their in the morning and I went and told her what the problem was and she got the maintenance man right on it. He came quickly and fixed it. Nancy was very helpful and kind. She's always eager to help the guests and not brush them off because she has other things to do. There's a Denny's right outside the parking lot and around the surrounding vicinity, there's a Starbucks, Red lobster, Macdonald, gas station, etc. The area looks safe and it's clean and beautiful to go...