Best Western Plus West Covina Inn — Hotel in West Covina

Roaches. We booked the Jetted Tub King Suite for 3 nights. June 26th - night 1 I found a roach crawling across my pajamas which I'd set on the table. My wife began inspecting the room and found these dark spots on the mattress pad. We immediately began shaking out our things to leave. When confronting the front desk night manager Martin, Martin said they're not roaches, they're "garden beetles". Reassured us the spots in the mattress pad weren't bed bugs, but are plastic. He had a housekeeper who spoke zero English cut open the mattress cover to prove it. Martin also said they've had to cut other pads open for other guests. Why not replace the mattress pads? Why even allow a paying guest to experience that scare? As for the "garden beetle" aka Roach, Martin promised we wouldn't see another. I was so tired from traveling, I needed to sleep. I figured if I saw another I'd get my full refund and leave. A very unromantic first night. June 27th - Next day. Breakfast items were being taken in and out of the kitchen "to keep the food fresh"... Never experienced this before, and I wondered... but pushed to the back of my mind. They did this each morning with their food. June 29th last day, I woke up and when I turned the light on, 2 roaches ran about the shower tiles. I was beyond upset, knowing I shouldn't have settled the first night. I went to the front desk and told the assistant manager Minnie, that this was unacceptable. Best Westerns have great reputations, and roaches are not okay. Minnie said "yes, we've been dealing with them for some time now, I'm surprised Martin didn't move your room." WHAT?! So Minnie admits they've been dealing with roaches. Martin LIED to us. We had to fly home and wash all our things in hot water and throw away luggage. We were told a day manager "Maggie" would call us to compensate for the situation. But kept being called back by the same assistant manager Minnie offering us unacceptable compensation. 20% off one night. Then 50% off one night. I'm now contacting Best Western to have the situation handled professionally. Unacceptable. Over $800 to have a HORRIBLE stay ending with piles of roach exposed laundry and luggage in the trash. I'm certain they put the food in the kitchen until guests hit the dining room to make sure there weren't roaches as they brought the warming food trays back out. Unacceptable. Disgusting. Horrible guest service. Who lies about a roach infestation? Then argues "well... we're just a franchiiiise". Psh. Best Western will have their logo taken off...

Pros: friendly staff, clean rooms, clean common areas, comfortable beds, nice toiletries provided, ample traditional breakfast selections, efficient member check-in, those orange easy chairs (see notes below)

Cons: some traffic noise affects all hotels on the row, small parking spaces

I stay here with some frequency for work, and both the front desk staff and housekeeping staff are always friendly and helpful. Staff are quick to respond to requests or issues, even when busy. The dining room is kept clean, the food fresh and frequently replenished, and the staff are attentive. My rooms have always been very clean and well-stocked, with comfy beds. Those new squeezy bottles of body wash, shampoo and conditioner are quite nice, and pleasant to use with a gentle natural citrus scent. I like the decor of this hotel, kind of a vintage 70s cool vibe to the main lobby, and a 90s earth tone warmth everywhere else. I'm obsessed with the comfy orange chairs in the rooms, and spend a lot of time curled up in them. Part of their charm is their happy color. I hope the hotel never changes to that common, overused grey scheme that I've seen so many hotels remodel in, as it is impersonal, unfriendly and rather depressing (that 'exam room grey' that's everywhere). These rooms are done in shades of sand, orange and brown, and always feel more homey and welcoming.

I can't speak to the pool area, as I've never been, but I do often spend time in the lounge area. It's not huge but it's nice, with seating and tables and a little 'store' area on one side where guests can purchase various necessities and snacks. It does not have books or magazines, though, so bring your own if you're a reader who prefers not to read on a screen. Legend has it there's a laundry room, but to date I've not been there.

Overall, I recommend this hotel for its cleanliness, friendly staff and fair pricing. Its convenient location is near restaurants and shopping, and I've never personally encountered any of the issues some reviewers mention. I stay here roughly 8 -15 x per year. This is not a 5 star resort, but a very nice stay for business or leisure travelers who want a pleasant hotel with good amenities without dropping 4 figures...

I have stayed at this Best Western around 70 days a year for the past three years for work in the area. I stay at Best Westerns throughout the country, and it's safe to say this one is mediocre at best. The breakfast is on par with most others offering the same bagels, muffins, watered down eggs, and cheap bacon and sausage. However, they have recently added rotating items like ham and burritos, so that's a plus. The hotel is going under a major renovation of sorts. At any given time two to three rooms per floor is under construction. The lobby and dining room are also receiving work. So that's a little off putting to some. They work decent hours, but if your near a room that is being worked on, and need to sleep during the day, forget it. What is sad is that the renovated rooms are exactly the same as the old ones. Just "fresh". I'm assuming the majority of the work is behind the walls. The most annoying aspect is the "free wifi". My dial up internet in the 90's had faster speeds. It's completely unusable, so have a good data plan on standby. The most redeeming quality is the staff. They are top notch, even if the hotel isn't. If you are getting a single king bed your in luck. Comfy mattress and amazing bedding. If it's a double queen however, it's standard hotel scruff. I don't understand the disparity on that one. If you need a place to sleep it does the job, if you need a place to relax and enjoy a hotel...