Pacific Stay Hotel — Hotel in West Covina

My plan was to write a glowing review about how wonderful this place was after 4 good stays. And then I had a really bad stay 5th time. I had multiple problems with my keys not working. When I first checked in, every key they issued failed. After 3 in a row in five minutes, I asked for the MOD to open the door because something was clearly wrong. He wasn't clocked in. Meanwhile, my handicapped mother was sitting out in the hall on her walker - which isn't that comfortable for her. I ended up not being very happy with the room because it was very close to the laundry and I could hear the machines powering on and off while I was trying to study. Not only that, I was disappointed because I thought I was getting a roll in shower and two beds- which I needed because I had my parents staying with me. We moved to another room the next day because of the noise. Sometime that evening, the key failed and I had to ask for another set of keys to be issued. (4th time!) After that I was nervous and on edge that my key would stop working. As a result of having only 1 bed, I actually moved to a neighboring hotel where I had extended family staying - just next door. The next morning when I returned, I had a key problem, not realizing that when people close the bolt that it deactivates the key. (who knew? I had no idea) I apologized to the front desk staff for getting upset. So I go back to the room and everything's fine. And now I am the only person left in the room for the final night after my parents leave. I also left the keys that were not in use out on the bureau and keep the remaining key with me. When I returned after dinner with the fam, unbelievably, my key stopped working - and I had kept it in my pocket away from my cell phone and other cards. I went to the front desk and asked for another key to be made. When I got into the room, I saw that the other two keys were missing from the bureau. I went back to the front desk to report what I thought the problem was and that in deactivating those keys, that must have deactivated my key. Suddenly, the manager of the property was in my face yelling at me in the lobby in front of everyone that I must be the problem because they were doing everything right and she demanded to know where I've been keeping my keys. What? And then she was saying she thought I should stay somewhere else because now she was upset about all that she and their staff had done for me. Wow, so after making myself a platinum member and getting their credit card they don't know how to be nice to guests when there are problems and they don't know how to deescalate when things don't go right. I was so upset that I couldn't sleep my last night at the hotel. And that's the...

This property is typical of what you'll find at neighboring 2-3 star properties along Garvey in West Covina.

Need a luggage cart? Good luck. "We have 3." I only saw one during our 3-night stay, so I highly doubt 3 exist here. Staff did provide us a (dirty) food cart to load up at departure, thanks.

Need maintenance? Good luck. "We'll send someone to fix." Nope. No one ever came to re-engineer the stuck-in-closed-position sink stopper, and I even contorted myself to look up underneath the sink to try and tinker with it to no avail.

Need ice? You're in luck on floors 2 and 5, which have the only ice machines. Actually, you DON'T want to be anywhere near those noisy things which are just out in the hallway, not at all in any sound-proof nook as common with other properties.

Need free breakfast? Sure, but you'll have to be savvy enough to walk through the lobby of the western-most competitor to score it.

Want your room pre-cooled upon arrival? Ha. Nope. If it's 100 degrees out and you have way too many bags hanging off your shoulders since there's no luggage cart, you'll be dripping sweat until the A/C eventually kicks on (how about an instruction sticky note on the wall? it's not that intuitive, but I got it to finally cool). Perhaps someone could have paid attention to the pre-arrival questionnaire you sent me, where I clearly indicated we'd be checking in at 3 PM (which we did).

Zero recognition of Club status. (Is a comped water bottle like other properties do, asking too much here?)

But if the price is right (redemption points!), this property is otherwise perfectly adequate. :) Zero noise from the adjacent 10 freeway, so kudos for the...

I booked my Mom a room and submitted a credit card authorization form after speaking with someone at the hotel that morning who confirmed the process. After sending in the form, I called the hotel and they confirmed that it was received and everything was good. This evening, just as my Mom was pulling up to check in, the manager called to tell me they would not process the form and needed 48 hours to process it. The manager then shared that my card number was not correct (it was); that the image of the card I sent with the form was not legible (it was); and that they called my bank and my card number was not valid (they said they called the number on my card to confirm -- you know, the one in the image that was not legible)...||||So, it's a Sunday night, my Mom's card is frozen due to attempted fraud on her card (which is why I was booking her room with my card), and she now has to front a $250 deposit and pay for the room up front, depleting nearly all of the cash she has on her because it's late and has nowhere else to go. I'm glad she had cash with her, otherwise she would be sleeping in her car tonight.||||To add insult to injury, the manager told her multiple times that when she checks out they will send someone to inspect the room to confirm she hasn't damaged anything... For real? She's in her 70's. What damage do you think she's going to cause?||||Shady hotel. I'm beyond disappointed in the service provided. I would avoid this location...