Best Western Plus Executive Inn - Rowland Heights, California

Emily E.

We arrived late and were greeted warmly. The room was clean and the location perfect for our purposes. Parking was free and it felt safe.

If I was being picky, the three things that could use improvement were 1) we could hear the road traffic, 2) the elevator was out twice, and 3) the shower could use better water pressure. However, none of those things were a dealbreaker for us. Check-out was quick, and again, they were very professional and friendly. I would stay here again if I had to visit this area.

Shirley Y.

The location is next to the plaza which is convenient to walk to restaurants.
Our room is clean but the interior is old. Our room is on the first floor facing highway I can hear the traffic from the highway and foot steps from upstairs.
Staffs are friendly especially the lady Alma working in the dining room. She helped me making pancake and grabbing banana from the kitchen.

Vincent I.

The customer service at the reception was truly commendable, creating a warm and welcoming atmosphere. However, I encountered a significant frustration with the vending machines, many of which were unfortunately out of order, making late-night snacks a challenge. Additionally, the room keys frequently required replacement due to a persistent glitch that involved swiping your phone over them — an inconvenience that became quite tiresome.

Our two accommodations, while functional, did not live up to the vibrant expectations set by the photos online; the reality was a far cry from the enticing images. The front lobby radiated modern elegance, but the guest rooms felt dated and in need of a refresh. I found myself wishing for more illumination, as the dim lighting created a somber ambiance that made the space feel even less inviting.

One particularly jarring feature was the bathroom fan, which emitted a noise reminiscent of a bustling airplane taking off — hardly the serene getaway I had envisioned. It’s clear that while the staff is exceptional and attentive, the overall facilities require significant upgrades to meet the high standards expected by guests.

Daniel L.

Room is very comfortable and clean, spacious easy to maneuver. We really enjoyed our stay, my wife son and I had a wonderful breakfast very tasty food for breakfast and the wonderful lady we met named Anna she was so helpful very attentive such a sweet woman we will come back just to say hi to Anna

Lilia C.

The best western hotels have always been a lot of consideration and they have everything you need, but the bathroom tub in this one is not very smooth and blocked. You can make a fresh waffle by yourself when breakfast 😉

Brenda D.

It was a wonderful experience very clean rooms love the continental breakfast a woman name Alma she is great she was sure we all had what we wanted. For breakfast thank you Alma for you hospitality very grateful and the hotel very nice comfortable 😊 I give them a 5 -stars

Dory B.

Booked a night for a christmas get together. The staff at the front desk were so nice and helpful. They accommodated me with my early check in and explained all the details. The room was nice and clean. We did see a few tiny roaches in the bathroom, but nothing out of the ordinary. The breakfast had alot of variety and decent food. Some of the guests were kind of rude. I got shoved by 2 different guests while trying to get my foods. Theres also a couple food places around the area for food and snacks. Would 100% stay here again.

Yupeng L.

Last night’s stay at the Best Western has been a great disappointment due to the lack of basic customer service and professionalism. As the children were settling into the second room and preparing to rest, we discovered that the toilet was blocked. We promptly reported the issue to reception, and Eryck, the receptionist, sent a security guard to check it out.

To our surprise, the guard arrived with gloves on and handed us a plunger but outright refused to do anything to fix the problem.

When we contacted reception again, Eryck bluntly told us there was nothing more they could do after hours and expected us, the guests, to resolve the issue ourselves with the plunger. This response was careless, dismissive, and completely unacceptable, especially given that the toilet was already malfunctioning when we checked in. There is no protective nor sanitisation equipment offer neither! 😮

Luckily, we had booked two rooms, so our children could come and use our bathroom instead of the blocked one. However, I cannot imagine what would happen if a guest had only booked one room and encountered this situation. Where would they go for toileting in such a scenario (btw- no offering of switching room neither)? This highlights a glaring issue with the hotel’s after-hours service and contingency planning.

When I questioned the hotel’s protocol and complaint process, Eryck’s tone of voice showed no interest in problem-solving. Instead, he deflected responsibility, stating that the manager would address it the next day at 9:00 AM. This lack of urgency and disregard for basic guest needs is both shocking and deeply disappointing.

Adding to our frustration, we are booked to stay here for another three nights. The thought of enduring such poor service and unresolved issues for the remainder of our stay is incredibly disheartening and has turned what should have been a relaxing experience into a stressful ordeal.

The way this situation was handled was unprofessional and far below the standards we expected from Best Western. I urge the management to review their service protocols and take immediate steps to prevent such incidents in the future. As of now, this has been an incredibly disappointing experience and I would be interested to see what the management team thinks about the situation and how they are going to manage this.

Follow-Up: Positive Resolution from Best Western

We appreciate the efforts by Sales Manager Benjamin Wu to address our concerns. He sent a thoughtful letter of apology, provided a new room closer to our current one for our children, and offered a basket of fruit and water as a gesture of goodwill. While we won’t be able to meet with him at 9:30AM due to our earlier checkout, his professionalism is noted.

While the resolution has improved our view of the hotel’s management, we believe it’s important for the service and protocols during after-hours to be addressed so that future guests don’t experience similar issues. A proactive approach in ensuring guest comfort at all times, especially during emergencies, would prevent such problems from occurring in the first place.

We hope this feedback helps the team at Best Western improve and grow, as we see the potential for a much better guest experience with the right adjustments. Thank you to Benjamin Wu for his efforts to make things right.