Huge Disappointment! A review of Half Moon Bay Lodge
We arrived late and were tired. The facility smelled of duraflame logs (no longer allowed real wood) which was a huge turnoff for a "romantic" getaway. Party revelers were running around in the parking lot outside our room. The heater in our room didn't work. Hotel staff couldn't fix it. No manager on duty. There weren't enough towels. Room decor dreary. The balcony must have been an afterthought because one had to take a rather dangerous step down onto it through the sliding door. No room service. TV remote didn't work well. At checkout, we were overcharged $40 on our credit card which we discovered a day later. The hotel did not correct the mistake until the following Monday. Will not stay here again.
I am, of course, disappointed that we failed to meet your expectations. I would like to take a moment to address your concerns:
Duraflame logs are convenient and burn cleaner than real wood. Due to the chemical composition, there is a distinctive odor. Either you, or another guest, spoke with me about alternatives.
I happy to report that my initial tests of a chemically-free and environmentally-safe alternative have been encouraging. I am currently negotiating with the vendor and, if all goes as expected, I will implement the change soon.
You also noted that guests nearby disturbed you. I apologize for the inconvenience. We understand that you are entitled to quiet and restful night.
My Front Desk Staff are trained to respond quickly to any noise complaints. Often, the problem can be resolved with one phone call. Most guests are apologetic and there are no further incidents.
I do also apologize that your heater was malfuctioning and that your TV remote did not work well. My maintenance department will continue to do preventative maintenance in order to minimize such inconveniences to our guests.
The good news is that since purchasing the hotel in February 2004, we have continued to upgrade our facility and standards.
For example, we now include 4 sets of towels in every room. Additional towels are always available on request. We also now offer room service delivery from 5 to 9:30 every evening and all our rooms have been remodeled.
Your final comment concerned being overcharged $40. If that is the case, I apologize that we took a week to correct the mistake.
However, some guests confuse a charge with an authorization. Like other hotels, our property management system automatically authorizes your credit card for an additional $40 in order to cover incidental charges.
At check out, the actual charge is sent to the bank. The bank will then release the additional authorized funds within several days.
In closing, I can assure you that we will continue to strive to provide our guests with the best value and the best service.
I can only hope that you will visit us again in the future and that we will exceed your expectations.
The Best Western Half Moon Bay Lodge