Best Western Tree House Motor Inn

I've already received my "Sorry we didn't live up to your expectations" response to my BW survey. We arrived after an exhausting drive down from Oregon, headed home. While our original room was on the rear of the property and incredibly noisy from the nearby freeway, it seemed acceptable for a quick two night stopover. The problem began at bedtime when I pulled the sheets back to expose either a snot or lump of poop. The front desk was notified and immediately moved us upstairs to another room. It was clearly apparent that the sheets hadn't been changed after the previous guest. Exhausted, we packed all of our belongings and made several trips upstairs to our new room. A couple minutes after entering, my wife went to put her phone on the nightstand and found it sticky with spilled soda. The cradenza also had spilled coffee above the coffee maker and two weeks of dust on the TV. Once again it was apparent that the room had not be properly cleaned. Looking at previous reviews, it's clear that many people found their rooms acceptable. That's fine, but getting two rooms with sub-par cleaning during one visit is really unacceptable, especially at the high rates they were charging. The hotel really needs a cleaning supervisor to check the rooms before releasing them. Other than the cozy, cabin like lobby, the rest of the hotel is old and lacking maintenance. It's also sad that for the price they charge, they don't offer a free breakfast like every other hotel. We did have a good ending to our story when we moved on to the final stop in our road trip, another BW in Coalinga, which was immaculately clean. After twenty years of Best Westerns we'll continue to be customers, just not at this property.

Practical hotel for a road trip despite a rather high price, very comfortable room and very pleasant pool. Too bad there was an inconvenience with the impossibility of serving breakfast..

We stayed at the Best Western Plus Tree House in Mount Shasta as a group of 28 guests for five nights, and unfortunately this was one of the worst hotel experiences I have had — both as a guest and as someone with professional hotel management experience. Our reservation was made months in advance and included breakfast. From the first days, breakfast service was extremely disorganized: dirty tables, long waits — sometimes close to two hours — incorrect orders, delays even for basic items such as water and coffee, and interactions with staff that we found unnecessarily rude and unprofessional. What disappointed us most was what happened when we asked for solutions. We raised our concerns directly, firmly and with a straightforward tone, but always respectfully. We were not asking for special treatment; we were asking for solutions and for the services our group had booked and paid for. Instead of addressing those concerns constructively, we felt ignored and were characterized as rude or impolite simply because we continued requesting a solution. There is a significant difference between being disrespectful to staff and being a paying guest who firmly asks management to resolve repeated service problems. In fact, when the hotel was unable to offer us a workable solution, we proposed one ourselves: a dedicated buffet and breakfast time for our group, designed to make the service easier for both the staff and our 28 guests. Management accepted it. Unfortunately, the buffet was not properly prepared at the agreed starting time. Food arrived gradually and significantly late, and because our group had scheduled activities, some guests had already eaten what was available or had to leave by the time additional food arrived. Management later referred to the remaining food as “waste,” despite the delays in providing it. What followed was even more concerning. Management decided to discontinue breakfast for our group, even though breakfast was included in our reservation and continued to be available to other hotel guests. We did not request the cancellation, did not agree to it, and were not properly informed beforehand. We discovered the decision indirectly the night before. We also experienced housekeeping problems, with rooms going two consecutive days without service and no effective solution being offered after we raised the issue. There was also a concerning incident at the hotel bar involving a member of our group being subjected to different payment conditions from other guests. We have retained documentation of this incident, together with emails, photographs and other evidence relating to our complaint. Operational difficulties can happen in any hotel. Having worked in hotel management myself, I understand that very well. What matters is how management responds: communication, professionalism, service recovery and the willingness to find solutions. In our experience, instead of resolving repeated problems, our requests for solutions were treated as a problem themselves. Communication deteriorated, our concerns were characterized as impolite, and ultimately a service that our group had already booked and paid for was withdrawn during our stay. For 28 paying guests staying five nights, this was far below the standard of hospitality, organization, communication and service recovery that we expected from a property carrying the Best Western Plus name. This was genuinely one of the worst stays I have experienced, both personally as a guest and from the perspective of someone with professional hotel management experience.