2/10 Poor
14 December 2024
NIGHT FROM HELL
We will NEVER stay at Springhill/Best Western in Hesperia ever again... We checked into out hotel at 3pm per the stated check in time. We had to wait almost 45 mins because per Lupita and Alex. The hotel was in transition from one brand name to another. After another 30 mins we finally got our keys and got to our rooms. The rooms which were just mediocre, but clean. We had an event, so we left at around 4:30 to attend. We returned to our room at around 9:30-9:45. We attempted to go into our rooms ,but our kep cards were not active anymore. We contacted the front desk only to be told when we check in 5 hours before that our card was not authorized, even though payment was already being held through our credit card company. No contact was made prior to us returning to the hotel, even though all of our contact information was taken. The front desk staff of the night was very unprofessional and discourteous. Even woth proof of payment on our end they still made us wait almost 30 mins to unlock our rooms just so we could retrieve our belongs. The excuse was that they never got authorization from our credit card even though we had proof of the transaction on our end. We have used hotels.com for years and will continue to. However we have never bee treated with such a lack of respect nor care. We have never been locked out of room. I will definitely be filling a complaint on the cooperate level after this incident. And we will NEVER STAY AT THIS HOTEL AGAIN. I will never recommend.
Lawannishia and Arthur
Lawannishia and Arthur, 1-night family trip
Verified Hotels.com guest review