Best Western Pacific Inn

Before booking, please read this.

When we checked in on 08/06/23, we reserved two rooms. One was okay, but the other had an unbearable rancid smell. Lovepreet Kaur, the manager, acknowledged the issue but informed us they were fully booked and couldn't move us. She tried using an ozone machine to clear the odor. After spending almost two hours addressing this issue, we returned to find the smell slightly improved, but still unpleasant. Despite the condition, Lovepreet refused to offer any compensation or room switch, even though we were paying $280 for that room.

We decided to check out of both rooms around 10 pm. Lovepreet informed us that since we booked through Expedia, our refund request should be made with them. When I went to confirm our checkout, a different front desk staff insisted on us returning all room keys before proceeding. Expedia later told me the hotel was denying the refund for the second room, claiming they had offered us another room – which was false.

Frustrated, I found out Lovepreet had avoided communicating and misrepresented the situation. The front desk later informed us that they usually move guests to their other properties, but we were never offered this option. Furthermore, we were surprised that housekeeping approved that room for guests given its condition.

Following our negative review, an employee from the hotel tracked down my business online and sent me a message past midnight, seemingly to intimidate me. For context, my business is dedicated to helping disadvantaged youth in America's challenging neighborhoods.

Our main issue isn't just the refund, but the misleading actions of Lovepreet Kaur and the hotel's poor decision to rent out that particular room.

I booked a wheelchair accessible room with king bed and wheel-in shower for the second week of July 2023.
The shower had a built in padded seat, which was great. However they installed the handheld shower at the other end of the shower with a hose too short to reach the seat!! When I asked if they could get one with a longer hose, clerk said she’d look into it. When we checked back next day, said she sent a request to facilities. No one ever got back to us nor was anything done. Poor customer service! If they installed the shower along the back wall, it would be useable anywhere in the shower space.

I was also annoyed that the attached Ricky’s restaurant and bar was closed for renovations and nowhere on the hotel or Ricky’s website was that mentioned. That was one of the reasons I chose this hotel. In trying to make up for that, the hotel did provide a free continental breakfast with hot wraps. The exact same menu every day.

Also, they have 2 wheelchair parking spots but one is in a very awkward spot right in front of the door with pillars on each side - one inside the parking spot. This made it extremely difficult to get a minivan into. Had to drive on the sidewalk and almost to the door itself to back into it. Fortunately nobody ever wanted to use it so it was always available for us. Parking is extremely limited for both hotels in the same lot. Once Ricky’s opens up again, parking will be more limited.

The king bed is too big for the room. A person could barely get off and on one side with a wall right there. No person with a disability could get to that side. A queen bed would be better.

I would not recommend this hotel.

Esthetically the room looked very nice but the air conditioner made so much noise that we couldn't sleep with it on and shutting it off left the room incredibly stuffy. Not a good sleep.
When we mentioned the issue to the manager the only response was "we hope you'll consider coming to stay again". For $200 a night I will definitely go elsewhere!

Stayed for four nights. It was a nice hotel, but we were there for four nights and never once had room cleaned. We had to ask for towels and for our garbages to be emptied. On the last full day there they did bring new towels — but that was it. I understand everywhere is short staffed— but I guess they are really short staffed here! The staff were friendly and pleasant.

DO NOT STAY HERE
Multi family trip, gone daily from 8am-9pm. Barely used the space, when we did it was BAD.
We booked FULLKITCHEN.
Fridge didn’t close. Only 8 spoons, veggie peeler, 4 dirty glasses, 2 saucers. NO FORKS, PLATES, BOWLS.Called front desk, they brought us 3 dirty forks, one massive steel bowl. 5 of us in the suite, and we could not eat together for lack of dishes.
Dishwasher didn’t work.
Our room did NOT have TOILET PAPER, SHAMPOO, CLEAN TOWELS, HANDSOAP.
It did have FILTHY toilet, bathtub, a clump of hair on the wall.The comforter was covered in sharpie, sheets not clean. *HOUSEKEEPING DOES NOT EXIST! THE WORST SERVICE I HAVE EVER RECEIVED.

While checking in we left an item at the front desk in a medium sized white box. We tried to pin point where the item had been left when we realized we didnt have it the next morning and the manager Gagan gave us the run around all day.
Claimed the general manager had to give her codes so she could review the photage but the p.m. front desk emplyee shared that the GM had resigned and she didnt know why we had been told that. Turns out the staff on duty had thrown out (or eaten) our items after only 2 hours (according to the pm desk employee) and they never even tried to return them to us, despite the fact that we would have been on camera checking in.

But frankly why you would discard a product that does not need to be refrigerated and is completely sealed AND has the name of the bakery on a card taped to the top.

Transparency needed and i am so disappointed by this experience. I truly believe when we didnt claim the items fast enough staff ate the cakes and they werent going to admit this (which of course i cant prove but would explain why they wouldnt just keep them safe until the morning).

The worst part is the repeated attempts to get answers from the manager and she just kept telling us she would call before 2:30pm.

No call came so i called at 2:40pm and thats when i finally recieved some answers.

Upon checking in, I realized that I had left my credit card at home. The front desk team member allowed me to provide a cash deposit of $300. When I checked out at the end of the week, the line item on the contract where we both Initialed the amount provided was scratched out from $300 to $200. The agent on duty said I would have to wait for her manager to arrive before I could get my deposit back. After the manager and I spoke, she investigated the matter and found that the front desk employee had scratched out the amount and pocketed my money.

In addition, there was long hair in the sink, the dried-up soap in the bathtub from the last guest, a spill on the wall, which I cleaned up, so I didn’t get blamed, and a Remembrance Day Poppy on the curtains that was left from a previous guest.

I called back later that evening and the employee who pocketed part of my deposit answered my call. This concerns me because if she pocketed my money, is she taking other customers credit card numbers?