Best Western Lanai Garden Inn & Suites
🏨 Hotels & Travel · San Jose
Absolutely not. I’d never go back, buy again, or use them again.total experiences
replied on google
Most reported issues
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Experiences
insect found in bed sheets and unhelpful front desk staff
Business reply on Google
Dear Gema Bernabew Carrasco, Thank you for completing the survey regarding your recent stay at our property. We could not find your stay at our property. Please reach out to us at the number below so we can investigate the incident. On behalf of our entire team, I would like to apologize for not exceeding your expectations. 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. I hope that you will consider staying with us again so that we can have another chance to provide you with a superior experience. If I can provide any assistance, please don't hesitate to contact me directly at 408-929-8100. Sincerely, Dilip Hardev General Manager Best Western Lanai Garden Inn & Suites
The hotel rooms and elevators were not clean.
Business reply on Google
Thank you for completing the survey regarding your recent stay at our property. On behalf of our entire team, I would like to apologize for not exceeding your expectations. 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. I hope that you will consider staying with us again so that we can have another chance to provide you with a superior experience.
Hotel room was poorly maintained and the surrounding area felt unsafe.
Business reply on Google
Thank you for completing the survey regarding your recent stay at our property. On behalf of our entire team, I would like to apologize for not exceeding your expectations. 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. I hope that you will consider staying with us again so that we can have another chance to provide you with a superior experience.
Cockroach found in the hotel room
Business reply on Google
Thank you for completing the survey regarding your recent stay at our property. Your business is very important to us and we value your feedback. By telling us what you liked about your stay and how we can improve, you are helping us deliver a superior experience for you and other guests in the future. We hope you will come back and see us again soon.
Staff denied finding personal items left in the hotel room.
Business reply on Google
Thank you for completing the survey regarding your recent stay at our property. Your business is very important to us and we value your feedback. By telling us what you liked about your stay and how we can improve, you are helping us deliver a superior experience for you and other guests in the future. We hope you will come back and see us again soon.
customer was wrongfully charged and staff refused to provide details
Business reply on Google
Thank you for completing the survey regarding your recent stay at our property. Your business is very important to us and we value your feedback. By telling us what you liked about your stay and how we can improve, you are helping us deliver a superior experience for you and other guests in the future. We hope you will come back and see us again soon.
Poor service, unsatisfactory breakfast, and rigid checkout policy.
Business reply on Google
The staff gave you a good discounted rate that was better than the Best Western Reward rate, yet to earn a bad review from you. You were able to stay in a bigger room at the single bed discounted rate and you never mention about the free upgrade to your convenience. You used our lobby restroom and forgot to turn off the water. The Management Team
Room had broken window glass and an ant infestation.
Hotel charged unexpected parking fees not disclosed during online booking
Business reply on Google
I apologize @hotels.com did not inform you. You should book reservation @bestwestern.com for more accurate information than third party. The Management Team
Unauthorized credit card charges and overcharging for a short stay.
Business reply on Google
I apologize that you did not get to enjoy your stay.
Management sent an unprofessional email regarding trash left in the room.
Business reply on Google
We apologize Arica that the response went to the wrong email due copy and paste. The second email should be ignored. Again, we are sorry for your inconvenience. The Managmement Team
Front desk clerk refused a confirmed booking and acted aggressively.
Business reply on Google
I apologize for my Front Desk poor behavior John but due to the late hours of the night and she is a women she cannot allow you on the premises because you are not currently a guest. We had a sold out night and all guests already checked in. If you want to check out the property for your future stay it is better to come in the day time and not after midnight. The Management Team
Excessive noise from upstairs guests and the pool area.
Business reply on Google
I would like to apologize for the inconvenience you experienced when you stayed with us. We had our staff dealt with the people that night. The guests that were smoking outside did went back to their room. Again, I would like to apologized for the noise. Thank you again for your review. I wish I was writing to you under different circumstances but we are in a primarily residential area and do not experience these types of issues on a normal basis. We serve the business community to the best of our ability but cannot control the actions of others. If for any reason you need to discuss this further or have any questions, I am open to discussing this matter with you. Thank you again for your time, The Management Team
Room lacked advertised refrigerator and had poor maintenance and layout.
Business reply on Google
Thank you for choosing to stay at our hotel. We're truly sorry for the difficulties you encountered during your stay, moreover, we apologize that we were unable to resolve your specific concerns. Your feedback has been discussed with our maintenance and housekeeping team to look into the issues immediately so that our future guests never encounter the same. Once more, we do apologize and hope you will afford us an opportunity to redeem ourselves in the future. The Management Team
The hotel room was not cleaned and lacked fresh towels.
Business reply on Google
Thank you for completing the survey regarding your recent stay at our property. On behalf of our entire team, I would like to apologize for not exceeding your expectations. 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. I apologize that you did not get housekeeping service for your room. The housekeeper did came by your room and asked if you needed service. It was time stamp at 9:30am and she was told by your wife that you guys did not needed service. I already talked to her upon check out and it was a miscommunication. I hope that you will consider staying with us again so that we can have another chance to provide you with a superior experience. The Management Team
The hotel room was filthy and breakfast hygiene standards were poor.
Business reply on Google
Thank you for completing the survey regarding your recent stay at our property. On behalf of our entire team, I would like to apologize for not exceeding your expectations. 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. I apologize we cannot control our guest what to wear and not what to wear for breakfast and also to wash their hands before eating. I hope that you will consider staying with us again so that we can have another chance to provide you with a superior experience. The Management Team
Excessive street noise due to lack of soundproof windows.
Business reply on Google
I apologize that you did not get to enjoy your stay at our property due to traffic noise. Our windows are double panel but due to the location of property we cannot control the traffic noise. We do offer complimentary ear plugs for our light sleeper guest at the front desk. On your next stay, please request the back side of the hotel which is a lot more quiet. We try our best to make your stay one of the best stays and we hope you give us another chance to provide you a superior service. The Management Team
The hotel room was not vacuumed and staff were unfriendly.
Business reply on Google
I am sorry to hear that your stay was with us was less than perfect. We strive to make every stay one of the best stays. I have talked to our housekeeping and our entire team to look into your stay and see how we could have performed better. On behalf of the hotel and my team I am truly sorry for your stay. The Management Team
The room was hot, smelled bad, and had spiders and cobwebs.
Business reply on Google
I apologized the issues you encounter at our property. I will check with the management to resolved the issues.
Staff provided rude customer service and excessive hold times.