ComplaintsforBentley Hotel Inc.

• Initial Complaint

  01/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  First off when we arrived we found that there was no parking anywhere near ***** Beach the hotel offers valet at the rate of $40 per day I asked the price and asked if I could pay cash when we arrived the valet attendant said I could pay cash so I did pay cash plus a tip on the day we arrived and the day we left when we picked up the car. After we got home we realized they had charged our card $40 for each day that we were there even though I had paid cash. when I called to clear this up they said that I had to prove that I paid the valet cash which was shocking because this being advertised as such a nice place I was not expecting to have to prove that I gave the man my money. Second they charge a $300 security deposit that we were unaware of which is fine its normal but our stay ended nine days ago seven of which were business days and we still have not received the deposit back first we were told three days then we were told five days then it was possibly 10. Third the room was subpar the craftsmanship and upkeep of this hotel is very poor especially if youre expecting more than just fresh white paint. We paid for a king suite with a private balcony. The sliding door to the balcony took two people to open due to lack of maintenance once we finally got out to the balcony to see the view of the trash on the roof of the next-door building and the dirty alleyway we were not impressed. There were ants all over the kitchen at. Fourth there was some type of construction going on with one of the elevators and also something was being worked on outside of our room for two mornings in a row we were awoken by the maintenance guys being excessively loud yelling back-and-forth to each other and banging on stuff right outside our room. Fifth the rooftop lounge chairs and what not were old dilapidated sunk in and the cushions were stained and very unwelcoming. The hot tub was cold and did not work at all. This hotel was falsely advertised and we deserve a refund of some kind

• Initial Complaint

  12/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Well I am not sure where to start. We arrived here after midnight on 11/22/2022 for 8 days and 7 nights during Thanksgiving to relax. We saw the Bentley hotel online and the pictures and marketing are beautiful too bad it's not 100% accurate. When we arrived we had to leave our vehicle outside with the keys in it for them to park. ***** the lady that checked us in was very nice. When we arrived to the room the sliding door did not lock, the window handle was broken and did not lock. So I had to use an ironing board to lock the sliding door for the night. The next morning. I went down and spoke with ******* the Assistant manager who again was very nice. He said to me that the windows do not open so he sent maintenance up and they jammed the window and turned the handle it locks now, and they installed a new lock on the sliding door. The maintenance staff were outstanding. We went to the pool and hot tub the 2 reason along with the pictures why we booked this place. The hot tub is broken! The manager advised me it was a part that was ordered. Well they filled the tub back up with water but there is not bubble and it is still 50 degrees. (side note I work for my ******************** and the hot tub is not working) despite what ***** the front desk lady told me today Friday. To go back the room was clean, and the house keepers are wonderful. So then Wednesday my daughter who is **************************************************************** the safe. I tried to call the front desk from the phone in the room it does not call them so I called from my cell and the lady told me I would have to wait till 8am the next day to get my medicine. Well by this time I have completely had it. I googled how to open a mesa hotel safe and guess what there is a you tube channel out there that tells you exactly how to open it if the hotel never changed the super code. I said what the h*** they don't lock doors or windows they most likely did not change the code I was right. I will attach a video of me opening the safe after I was able to get in. Then last night which really put me over the edge I went for Ice and the machine is broken (shocker I know) I went to the front desk and she advised me that I could walk to ********* for Ice. I did book through Expedia and they have been waiting since Wednesday for a call back and as of 11AM on Friday no call back nor has anyone reached out to me. There is also construction going on next door that starts at 7am and seems to go all day and night. I have pictures and videos to back all of this up. I feel like we are being held hostage because they have been paid in full, and I just want a refund of my unused days and leave to another hotel. Also in my research speaking with other guests they are experiencing most of the same issues. I used the valet because the lady at the desk said it was $40.00 a day you can come in and out as may times as you want. I asked if there was another place to park she told me yes it's $25.00 but you have to pay each time you go in and out. NOT TRUE! I spoke with the gentleman and it is $25.00 a day in and out as much as you want, and if that she lies was not the kicker it is the same place they valet your car. Needless to say run ***********'s now 12/2 and Expedia and I are still waiting for a call back. Nothing. They will not refund the 4 nights that we did not stay and checkout early to go to a hotel that actually cared about their guests safety and well-being. They hide and are fraudulent look at the pictures looks great get there it's a different experience.

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