Best Western Hotel Hesperia-Victorville Suites, Hesperia

This is a great hotel! Very easy access to the 15 and one of the best in Hesperia! Everything was clean, neat, and the room was thoughtfully laid-out and everything was perfect. People were friendly as the desk and very helpful. Parking is easy and the room was quiet.

On February 18, 2020, my husband, another married couple, and I travelled from Alabama and were scheduled to check in to a 2 bedroom suite at Springhill Suites 9625 Mariposa Rd, Hesperia, CA 92345. I checked in using the Marriott app. I also called to confirm the check in. I spoke to Susie with Springhill Suites that claimed her manager tried to call me but my voicemail was full. My friend that was on the trip with me called my phone and my voicemail was NOT full and I had no missed calls from the hotel. Susie with Springhill Suites stated that a bathtub overflowed and they booked one room for me with a non-Marriott hotel (Holiday Inn). I explained to Susie that the 2 bedroom suite that I booked with Springhill Suites was for FOUR adults so I need the equivalent booked. She REFUSED to accommodate my request even though I told her that TWO married couples can not stay in one room. A 2 bedroom suite that accommodates 6 people does NOT equate to a room that only accommodates 2 people. I stayed on the phone with Marriott for TWO hours to try to get this rectified with no success. We were sitting in a gas station parking lot for over TWO hours with no hotel room to accommodate us. I ultimately booked two hotel rooms and paid double the amount of the room I reserved. Kim with the Marriott Omaha Customer Service was able to help some but I still paid significantly more for the hotel rooms, even though my 2 bedroom suite was booked ahead of time. I honestly believe that Springhill Suites gave my room to one of their other guests. They were dishonest about calling me so they probably lied about the room as well. The whole ordeal was very upsetting for all of us and has made us consider not using Marriott hotels in the future. This was the worst start of a trip that we have ever encountered. It is now March 12, 2020 and I have filed several complaints with no resolve. Marriott's website states that they will refund my stay plus give me $100. Marriott has not done that. They will only give me points towards a future stay. I have been loyal to Marriott by only booking stays at a Marriot brand hotel but they are not being loyal to me.

This was a wonderful hotel. The room/suite, decor, pool, breakfast, and the staff were wonderful. My only complaint was that the pool had too many kids that spent their time yelling. It would be nice if they had an hour at the pool for adults only before it closed.

Stayed here for several days while attending activities for my 50th High School reunion. The location was very convenient to the I-15 freeway and nearby shopping and restaurants. The staff was friendly and helpful, making our visit enjoyable.

We got stuck in snow that closed down the freeway in the early morning. Booked a room and waited until one was available. Suzie, at the front desk, was a rock star. She was friendly and efficient. She never lost her smile while dealing with all manner of people and the same question over and over. Housekeeping came in and got the job done. SO grateful for this hotel and their team. Thank you Suzie and housekeeping!!