Best Western Diamond Bar Hotel & Suites - Hotel in Diamond Bar - 259 Gentle Springs Ln, USA

My family and I stayed here just this last weekend and it was a terrible experience. Similar to many of the comments left on these reviews, the hotel manager was incredibly unprofessional. The way I and my mother-in-law were spoken to lacked human decency. After, I contacted the Best Western customer relations and explained the entire situation, they called the front desk while I was on the phone, and moments later came back on the line to tell me there was nothing they could do. They let me know that someone from their corporate office would reach out to me and instead I received an email from the woman who treated my family poorly saying she was sorry we did not agree with how they handled the situation. Beyond wanting anything back from this experience in terms of cost, we wanted someone from within Best Western to acknowledge that how we were treated was incredibly inappropriate. I am not sure if this is how Best Western handles inappropriate situations or bad experiences, but I unfortunately just will not extend my business here. This was not handled by anyone higher than the manager who was unkind. It did not feel like we were customers at this establishment and I am actually astonished that with as many reviews as there are, that mention a lack of customer service and unkind behavior, that those who manage this establishment would still be doing so. I personally would not recommend staying here, because it caused much frustration during our stay. I am sure the owner will comment on my comment letting me know that they are sorry and are working to be better but I do not need or require that. I wished I would of been talked to with respect and decency during my stay, in the multiple conversations that were had. This comment is purely to let others know who are thinking about staying here that it is not worth the cost or energy that will be used.

My Family and I, stayed on 07/28/2024, clean room and good service until an hour later after check out. I received a phone call from the Receptionist stating that he got a report from one of his employees that We left a hot iron on the bed and blankets got damaged. Funny thing We never used the iron, so We are getting charge $75 dollars for damages that never happened. It’s really sad how some people can be this way having to lie just to charge extra. I wouldn’t recommend this Best Western hotel located in Diamond bar. dishonest people is giving this place a bad name.

Absolutely disgusting hotel and unprofessional staff. They charged our bank account 3 days later and when my husband called they said it was because we broke the toilet seat?! Which we didn’t. They are known to scam people for random things with their rooms and charge for things that right not broken. I was totally unaware of this before staying there. Please do yourself and family a favor and stay away from this place!!

Clean rooms that were recently remodeled and could be great with a few tweaks. The metal box springs look nice but sound like someone tapped a dumpster whenever your toe taps them. The lighting in our room was dim and overly blue but adequate. A warm ceiling lamp would help. The desk chair leans way too far back to be useful. The towels were thin and two were dingy. The breakfast would be a nice free breakfast but not worth the $10 we paid for it. Really clean and comfortable beds. Decent location.

The absolute worst hotel stay of my life. I travel for business several times a year and have stayed in hundreds of hotels; none hold a candle to the dismal experience suffered by the hotel goers here. The primary issue is the complete incompetence and sheer rudeness of the front desk staff. They ignore or berate guests and cleaning staff, often in plain view of both parties. ||||The simplest hospitality requests are always met with “No”. No towels available poolside? Too bad. Need an additional bath towel to dry your hair? No. Need one more roll of toilet paper? Nope. Laundry door locked at 9:05am? Too bad. Key card doesn’t work? Go to the front desk to be ignored while the clerk talks incessantly on the phone. Want to change the credit card used for incidentals? Sorry. Breakfast cleared away at 9am on the dot? Too bad. ||||If guests attempt to speak to cleaning staff (in English or Spanish) the staff (literally) run away. It appears they are terrified to interact with guests, since surely anything a guest may request will have to be met with the answer “No,” or “Visit the Front Desk,” (a.k.a. Dante’s 4th Circle of Hell). This is a shame, because the cleaning staff overall conduct themselves professionally and do their jobs well. Cleanliness is not the issue; the intolerable management is.||||One only has to read the Yelp reviews, or call Best Western Corporate to learn that the management at the Diamond Bar Best Western has a well documented history of customer upset. Guests are “welcomed” to the hotel with multiple rude posted notices around the property written with poor grammar/broken English, a politically divisive newspaper in the lobby, back lobby doors that lock at 6pm, a lack of advertised amenities, and front desk employees who revel in belittling guests. ||||At one point, I was locked out of my room and told by the front desk clerk to: “Calm down, sit in the lobby, and wait for my husband to arrive”. Mind you, my husband was flying in to Diamond Bar several hours later after a business meeting in Oakland. Our room had been pre-paid in full upon check in. Nuclear upset is a polite description for the offense I took to such a statement. ||||In short, this management is a blight to Best Western’s name. As Best Western Rewards members, we feel it is our duty to report the Diamond Bar franchise, as so many more guests have done. Look no farther than Yelp or Trip Advisor for even more horror stories. My family will NEVER stay here again, and I would not recommend this hotel to anyone under any circumstances.

I wish I could add a zero rating on the hotel's staff and service. They are unprofessional, and the supervisor/who claimed to be the owner is also of no help. I had an issue when I tried to extend my stay at that place. The receptionist insisted that I needed to add $20 for the room not facing the freeway after we already stayed there for 6 days, that was ok when I asked if they could do a complementary, but the receptionist refused and hung up the phone. I called again then I looked for a manager, the supervisor/claimed the owner answered my phone, then he started with blah blah blah.... As a business owner and the kind of industry that you are in, you should listen to your customer, instead, he keeps on talking. So I just said, please just refund my stay, and I'll get another hotel that is worth my penny. Reading back the review after I had a bad experience, I would agree 100% that the supervisor/owner and the receptionist are unprofessional.

Plz people try to stay away from this hotel and plz avoid using cash app they will say u broke something or caused damage charge u $75 and they know u can't dispute it to get ur cash back and it's complete scam. If u do stay use Major credit cards only and take photos and a video before u leave so u have evidence that the room u stayed in is clean and not damaged

My family stayed here over the weekend as we had a college graduation ceremony to attend in the area. |We called ahead of time to inquire if we could have a ground floor room for my elderly mother, as she was traveling with us and had a handicap parking placard. They were abrupt with me during the call and made no promises, stating that we would need to check in early even though our rooms were prepaid. We arrived at the time listed on the confirmation: 3pm, but the check in time listed at the front desk stated 4pm? When I mentioned this to the man that checked me in, he told me that I would have to wait for my room, but he would work on getting my mother’s room ready. |If you want anything extra at this “hotel”, do not expect to be accommodated for SIMPLE requests, like an extra towel or pool towels (if there are none by the pool during that hours that the pool are open). I don’t get it??