Best Western Heritage Inn — Hotel in Vacaville

I reserved this hotel weeks in advance. When I arrived after driving 12 hours, I was told the specific room I had requested (3 queens) had been given to someone else. "Would I like to cancel?" Having just driven all day I asked for the next best thing & was assigned room 245 with 2 queens and what looked like a twin bed. Considering I had a party of 5, that could work. I took my luggage up to the room - past the many smoking guests in the stairwells and parking lot (so much for a non-smoking hotel). After about 5 minutes of walking around the room with shoes off, our feet were black as coal! Have they ever cleaned the carpet?!? It got worse, the microwave and mini fridge were from what appeared to be the early 1980's. The chair at the desk was broken and could not be adjusted - a big issue for my husband since he brought work with him and needed a desk. I went to use the bathroom and there were at dozens of ants everywhere! I'm talking in the shower, the crawling on all the towels , up the walls, all over the vanities...it was disgusting! I then hoped on my cc account to check my available credit - they pre-authorized the full amount of my 3 night stay + their incidental amount of about $100 which is pretty standard. Only problem is they pre-authorized my card TWICE (tying up an additional $500+ in credit, which I certainly don't appreciate while traveling. At that point I headed to the office to let them know I certainly did not intend to stay in their hotel. They then told me they could fumigate the room the following morning if I'd like to move my reservation by a day. Kayla (the front desk attendant) was very nice and tried to help me the best she could for it being about 11 o'clock at night by that point. She canceled my reservation without penalty. I went back to the room as I was figuring out where I could go - with my 3 kids, a car alarm goes off in the parking lot - not sure why but it woke them as they had started to drift off to sleep while I was trying to sort things out. Thankfully it wasn't my car & I was able to find another hotel closer into my destination. This was the grossest motel room I have ever booked & I've stayed in some cheap local places...the only good thing about this place was Kayla's attempts to help me in the midst of a really...

I want to be extremely clear about 2 things in this review The staff I interacted with were very competent and friendly and genuinely seemed to be doing everything they could with the resources they had I'm rating this best western relative to other best western, I don't pay $130 expecting this to be an Intercontinental or Resort destination.

The good: Staff were friendly and accommodating, the night desk person moved us to a new room without even being asked. Customer service was A+.

The bad: Room #1 had ants, it's California in summer so it happens, we were moved to Room #2 Room #2 the shower's cold handle (labeled with an H lol) broke while in use Both rooms struggled to cool down, the poor air conditioning units were working as hard as they could (you could tell from the rattling noise they made) but just couldn't fight the 95 degree day, I wouldn't mind this in say a Portland best western, but Vacaville averages 90+ degrees for a solid 4 months of the year. Other best westerns including the one in Danville and Canoga Park do not have this issue on similar hot days. An advil was hanging out on the floor in Room #2 which isn't great for a pet friendly room and really isn't great at indicating the housekeeping staff have well functioning vacuums. It's entirely possible it's a lazy housekeeper but I wouldn't be surprised if the vacuums were in similar disrepair to the rooms.

Conclusion: Frankly the problems with this particular Best Western seem to be a hotel owner/operator issue as each and every one can be explained by inadequate investment in upkeep. The hotel generally seemed like it was forgotten amid the various remodels that most best westerns have gone through in the last few years. I genuinely wouldn't mind if it were a Super 8 I'd only paid $90 for but the room cost $131 after the members only sale not including the additional $30 pet fee. I'd recommend hitting up a different...

We chose this hotel because it had rooms with 3 beds, looked nice from the photos,was budget friendly, and had free breakfast. We had a very mixed experience. On the positive side, the room was spacious and clean, and having three beds in one room was a huge plus and this is why we chose this hotel. The front desk area looked recently updated, the staff was very friendly and welcoming, and the pool was clean and well-maintained. There’s also a certain nostalgic charm to the place that some families might appreciate. It also offers free breakfast. ||However, there were a number of concerns that made us feel this motel may not be the best fit for families. The building itself is quite old and feels worn down in many areas. Our room was very butted up to the freeway, so traffic noise was extremely loud day and night. We opened the window to see out and your view was the freeway. Even more frustrating, we could hear constant stomping, yelling, and movement from the guests above us for hours—it was nearly impossible to fall asleep.||Safety was another concern. There were some shady people around the parking lot, and at one point we could hear a man loudly yelling at his child, which was unsettling. The door to our room had large gaps around the top and side—you could actually see the sun light from inside the room. That, combined with visible black mold in the shower, made the space feel less than secure or sanitary. We left after the first night for a different that was better for our family. ||We truly appreciated the space and friendly service, but until some serious updates and safety improvements are made, we wouldn’t recommend this motel. It has potential, but it’s not quite there yet. It’s a hotel that you get what...