My wife and I had an extremely disturbing experience at the Best Western Plus Garden Court Inn in Fremont, California, and unfortunately we cannot recommend this hotel based on how the situation was handled.We were staying at the hotel on the night of August 9. Our room had a connecting door to the adjoining room. At approximately 10:00 p.m., after we had gone to bed, the guests next door began talking and laughing extremely loudly. We could hear their conversation very clearly through the connecting door, and the noise continued to the point that we could not sleep. The guests in the adjoining room were unmistakeable heavily impaired.I contacted the front desk. The hotel called the adjoining room and asked them to quiet down. They did—for only a very short time—and then the loud behavior resumed.I called the front desk a second time, and a staff member was sent to speak with them. Again, they quieted down temporarily and then started again.I called a third time. Eventually, the guests were asked to take their conversation outside to the courtyard. They left, but approximately 30 minutes later they returned.This is when the situation became much more serious.What had been loud talking escalated into screaming, cursing, an argument, and then the sound of glass breaking. Their behavior was so erratic and aggressive that we genuinely became concerned for our safety.I called the front desk for a fourth time, and only then were the guests finally asked to leave.However, the most troubling part of this experience was what happened while hotel security was addressing the situation. The security employee disclosed to the adjoining guests our room # that WE were the guests who had been repeatedly complaining about them.We found this incredibly careless and potentially dangerous. These were people who were already behaving aggressively and whose behavior was clearly impaired. They were directly on the other side of a connecting door from us. There was absolutely no reason for hotel security to identify us—or effectively identify our room—as the source of the complaints.Afterward, we contacted the hotel management and requested a full refund. The General Manager reviewed the front desk and security records and apologized. Importantly, he specifically acknowledged in writing that the security employee revealing that we were the guests who complained “should never have happened” and that he understood why it left us feeling “exposed and unsafe.”Despite acknowledging what happened, the hotel declined our request for a full refund and offered only a 25% refund or a discount on a future stay.For us, this isn't simply about noisy hotel guests. Hotels cannot control every guest's behavior. It is about how the hotel responded after being notified repeatedly and, most importantly, how a member of the hotel's security staff handled our safety and privacy.We paid for a safe place to sleep. Instead, we spent hours dealing with a disturbance (with very little sleep) that eventually escalated to screaming and broken glass, while having to contact the front desk four times. Then the very people whose behavior caused us to fear for our safety were told that we were the ones complaining about them.That should never have happened. We have retained our written correspondence with the hotel, including the General Manager's response acknowledging the security issue. I am including screenshots of that correspondence with this review so readers can see the hotel's response for themselves.This was one of the most uncomfortable hotel experiences we have ever had, and we were extremely disappointed in both the handling of the incident and the resolution offered afterward.Even though the hotel did not consider the distress we faced in staying in their hotel. I decided to blur out the email address of the general manager, as we always desire to be considerate of others.I also called Best Western Corporate but to no avail.

This is by far the worst Best Western hotel I have ever been in. Front desk was rude, she never left her chair to welcome us and other guests. It also looked like the security guard was asleep with his legs propped up in the chair.As my GF and I entered building C, trash was stack along the gate entrance. Inside room 139, there was a leak on the floor, small cockroaches crawling inside walls, mosquitos got in the room, bathroom tub and walls had mold and one of the batroom light was out. I didn't want to talk to the front desk, as I am sure I will get ignored.My girlfriend went to breakfast, she wanted to grab food and bring it back to our room. She was stopped by the cook and front desk, was told she needed to eat there. This was uncalled for and harrassing. We are paid customers and deserve to be treated better.Fortunately, my GF is the nicer human and asked that I don't tell them off and just give the review. So here it is.DO NOT STAY HERE, YOU WILL BE DISAPPOINTED.

Serious card-security concern after my stayI stayed at the Best Western Plus Garden Court Inn in Fremont on July 14 and used a newly issued credit card to pay for two rooms before hip surgery at Washington Hospital.Afterward, I was in Mission Valley Post Acute Care and did not use that card for any further purchases. On July 29, I began receiving a large subscription-bombing attack—thousands of unwanted sign-up emails, and then discovered an unauthorized approximately $800 Best Buy phone purchase, with delivery to an address roughly 60 miles from my home.I immediately contacted my card issuer, stopped the card, and disputed the charge. I cannot determine how the card information was compromised, but this hotel transaction was the last purchase I made on that card before the fraud.I contacted the hotel to report this serious concern and did not feel that it was handled professionally. I recommend that management review its payment-security procedures and that guests monitor their accounts closely after staying here.

despite the room showing a couch - many rooms dont have one and they dont care that you paid for a room with one. too bad too sad. when I asked to be moved they couldn't guarantee I would get what I paid forin addition, my room is connected to another, and there is A 1.5 INCH GAP AT THE BOTTOM OF THE DOOR connecting mine to the next room. I can literally SEE into their room but what's worse, I can HEAR literally EVERYTHING going on in the room. 4 men in the bathroom at 5:30 amabsolutely unacceptable and obviously they have known about BOTH issues for years now

I’ve stayed at this property before and I expected GREAT things just as last time. Upon checking in, I noticed that the floors were dirty, so I asked to have made surface come in and clean the floors before I returned. They did that. The next day I woke up, went to the restroom and there was a roach crawling on the wall. I didn’t choose to say anything. I figured that could happen time to time. Especially staying in a hotel so I’ll let it go. The next day I plan to take the kids out to the pool. We got a room that was poolside so they were really excited about that. To my surprise after my six month old and my eight year-old already in the pool, I noticed there were some debris in the pool. I went over to check it out while looking for a pool towels because there were no towels at the pool. I noticed there was literally a DEAD RAT in the pool. I walked to guest services immediately. I was especially scared because of the RANDA virus outbreak that had taken place in Oakland and they said that the virus derived from rats. Guest services came out to inspect immediately. They saw the rat there. They took pictures and then the woman who I am assuming is the assistant manager. Her name is Geo. She came and took the pool net and removed the rat. I asked her what was she going to do about that? She said that she wasn’t sure that she was going to contact the hotel manager. I said per CDC headlines. I’m pretty sure that pool needs to be closed and drained or something. She said she wasn’t sure and will check with the manager to see what needed to be done. I then requested house to be brought to the room so that we could immediately shower and I could take the kids to do something else for the day. I didn’t sent my son to the front desk after about 45 minutes to see what was happening with the towels. Geo’s response was that they were coming. I waited another 30 minutes and I went to the front desk myself. I said hey after having a whole rat in the pool, a roach on the wall, you mean to tell me we can’t get towels? She apologized and gave me towels on the spot. I come back to the room and my kids are just looking out of the glass sliding door, and to my dismay family after family continues to visit the pool all day! I talked to Geo along with another front desk clerk in the evening. I sent the manager an email. I asked both of them. What were they going to do about the pool and the concerned about everyone’s health? They said the manager would email me back he never did. I’ll let Geo know that I needed compensation for this stay. She said all I can do was offer you to switch rooms. I said how will switching rooms help with the fact that there was a dead rat in the pool? That was the reason why we came here to be close to all of the things to do in the area and allow the kids to have a good time in the pool. To make matters worse I woke up the next morning, and there was another roach on the wall in the bathroom. I still have not heard from the hotel manager. He has still not answered my email. There was no compensation given, and I have no idea what happened to all of those people who were in and out of the pool. Please do not stay here! It is their job to keep their patrons safe and healthy. They did absolutely nothing. I considered if it was my duty to let the people know in the pool that weekend hey there was a dead ride here and they didn’t do anything. But I had to make peace with alerting the ones responsible for the facility. Who did absolutely nothing. Pictures are attached.