Best Western University Inn Santa Clara
🏨 Hotels & Travel · Santa Clara
total experiences
replied on google
Most reported issues
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Experiences
The hotel rooms were dirty and the facilities were poorly maintained.
Business reply on Google
We are sorry to hear about your stay and hope that you experience a stay that meets your expectations in the future. If I can be of specific assistance, I am happy to address immediate concerns. Safe travels!
Loud and aggressive guests disrupt the hotel environment repeatedly.
Business reply on Google
Dear Lauren Swaddell, Thank you for feedback regarding your recent stay at our property. On behalf of our entire team, I would like to apologize for not exceeding your expectations. I sincerely apologize for the discomfort and distress you experienced during your stay. Your safety and well-being are top priorities, and I’m truly sorry we didn’t provide the sense of security you deserve. Your satisfaction is important to us, and we will be using the feedback you gave us to implement improvements to ensure we offer a better experience for guests in the future. We’re enhancing internal procedures and guest policies to improve cleanliness, minimize noise disruptions and more compassionate environment for all our guests. I hope that you will consider staying with us again so that we can have another chance to provide you with superior experience. Sincerely, Dess Miguel GM - Best Western University Inn
rude staff and presence of insects in the room and pool
Business reply on Google
I am truly sorry for your experience as our staff is among the highest rated on social media, it is unlike them to display a callous attitude towards guest. I'm sorry you felt not listened to.
Poor soundproofing and lack of noise enforcement in the hotel.
Business reply on Google
Dear Mel, Thank you for sharing your feedback. We're sorry to hear about the challenges you experienced during your stay. While are glad to know that the staff was accommodating and your room was clean, it's disappointing that the infrastructure and noise level fell short of expectations. Your comment regarding quiet hours not being enforced and the thin walls leading to disturbances is concerning, and we will certainly look into how we can improve in these areas. Guest comfort is our priority, and we appreciate you bringing these matters to our attention. I hope that you will consider staying with us again so that we can have another chance to provide you with superior experience. Sincerely, Dess M. General Manager
Hotel room contained dirty bedding and non-functional television remotes.
hotel management is disorganized and fails to provide requested service
Business reply on Google
As stated in the other social media post, I am truly sorry about your experience. I hope that you can see by the vast majority of posts, this was a one-off occurrence and experience our best efforts upon your next visit.
Hotel refused to provide a refund after a flight cancellation.
Business reply on Google
Sudeer, since I only have this posting to go by, I assume you made a third party reservation that was pre-paid, non-cancellable, non-changeable and non-refundable. As those restrictions on the third party sites are very upfront, I am sorry that you booked a reservation with such restrictions and had hopes that the rules and restrictions were pliable. I hope you reconsider a future stay but consider making the reservation through our site and with standard restrictions, a 48-hour cancellation, thank you.
The hotel room was infested with bedbugs.
hotel room infested with bed bugs
Business reply on Google
Please see the response to your other post on Google.
hotel room infested with bedbugs causing physical harm to guests
Business reply on Google
Sorry to have you post this as the situation is far from accurate. As your interactions with the staff demonstrate your real intent, we will simply respond to your communication accordingly.
hotel room had bugs, stains, and broken appliances
Business reply on Google
As we spoke in person on your departure, I am sorry that you experienced a level of cleanliness that is not reflective of how we strive to present our hotel on a daily basis. Once notified of any cleanliness issue, I have no response to that issue not being resolved immediately, except there obviously must have been a breakdown in communication. The staff at our facility take great pride in doing everything we can to deliver upon our service culture. If you change your mind about returning to our facility or the other options we discussed, I am happy to accommodate you in some form of compensation. Regards, Dean.
room infested with ants and housekeeping failed to clean as requested
Business reply on Google
Good morning, unfortunately I am unable to find your information in our computer system under your last name. If you can contact me at gm.bwuisc@gmail.com, I will be more than happy to do some quick research and respond appropriately after doing so. Thanks so much for giving your comments, even though it is hard to hear, it makes us a better hotel!
hotel failed to provide booked room type and requested higher price
Business reply on Google
I am sorry for the room type request not to be available upon your arrival. Although every effort is made to keep these requests for incoming guests, circumstances such as extended stays and rooms needing service influence our ability to guarantee a room type. If I can be of assistance in a future reservation, please feel free to contact me directly and I will handle your reservation personally. Thank you.
hotel staff failed to locate or return a guest's lost item
Business reply on Google
Kristina, we certainly are not in the business of confiscating guest items left behind! We actually work with a local Postal Annex who picks up and ships left behind items for us! I am using this as an opportunity to review our Lost-and-Found policies with both Housekeeping and the Front Desk, and I have instructed my team leaders to look into this. However, it looks like your reservation was made through a 3rd Party site, so we don't actually have your contact information - if we find it, I can respond here? Thanks, Gavin, General Manager
room infestation, malfunctioning keys, poor service, and health issues
Business reply on Google
Mr. Choi, thank you for your review. Yes, we did just go through an intense and brutal heatwave in the region, but we can confidently say that we are not overrun by vermin as your post suggests. We certainly hope that you feel better soon.
Hotel refused to provide a refund despite cancellation insurance.
Business reply on Google
Hi Joy, thank you for reviewing even though you didn't stay with us. Your story is not entirely true. While we are indeed sympathetic to your family crisis (though no details were ever given to us), your mother did choose pre-paid, non-cancelable rate plans on a 3rd Party website. I know for a fact that we were not rude, and I spoke to your mother at length and found her to be very pleasant and understanding. I did actually offer to change the dates of arrival, and in the end we managed to negotiate with Expedia to cancel the reservations. Best Western had nothing to do with this. Travelers need to be aware of the OTAs and the Non-Cancelable reservations (which means exactly that - insurance or not, you cannot cancel) they choose on those 3rd Party sites - it has nothing to do with us, and yes, we do enforce their rules. I wish you the best of luck in your family emergency.
Guest reports bed bug bites and lack of staff concern
Business reply on Google
Mr. Kim, We do certainly apologize that you had a difficult time sleeping while you were at our hotel. We do take this matter very seriously; in fact, both our maintenance and housekeeping supervisors took the room apart after you checked out and found no evidence of bugs or other infestation. Bed bugs, while insidious creatures, do leave telltale marks and are easily found if you know what you're looing for - and we do. We take great pride in our property. We routinely win Q&A awards for our cleanliness, and the majority of our reviews are very positive. We're sorry you had an unfortunate experience and assure you that your next stay with us will be considerably better.
hotel rooms have a persistent musty odor and poor staff communication
Business reply on Google
Thank you for your review. As you can see, this isn't a typical review, so we will delve into it quickly to discover what it was that you experienced. We hope that you'll give us another opportunity to make your next stay memorable.