Best Western Diamond Bar Hotel & Suites

After 8 pm, I accepted the original reward booking, a room with two queen beds and no hot water, because I didn’t want to start over elsewhere. I still can’t understand how Best Western thought that was an acceptable solution. At check-in, I was told the hot water was out in the building with my room. The staff member offered a king room in another building, which I gladly accepted since I would have preferred a king anyway. But after trying to move me in the system, she said it wouldn’t allow the change because I’d booked the two queens with reward points and the king wasn’t available on points. The manager said there was nothing to do if the system wouldn’t permit it. My choices then were to take the room without hot water or cancel, get my points back, and either pay cash for the king room or go somewhere else. What a terrible set of options for someone who’s been loyal to Best Western and stayed there many, many nights. Any other hotel would have gladly accommodated me in the available king room under those circumstances. Shame on you, Best Western.

The service crashed as soon as I walked in, like a cheap PSU in a gaming rig. Mayor at the front desk was the bottleneck, extremely rude and with no customer service skills. He apparently didn't think my ID was real because I’m Mexican. Maybe his drivers are out of date and he missed the 2026 update on how human beings work. Best Western should troubleshoot its hiring process. Mayor is a total system failure.

The rooms were really nice, but breakfast was a 1 out of 10 for me. Don't count on the food. They advertise a continental breakfast, but what they put out was stale, expired muffins and hard boiled eggs that seemed like they couldn't be bothered to cook them. I guess continental means waffles and coffee here. Don't depend on breakfast and you'll be fine, lol.

We canceled before arriving and found lodging somewhere else. We first became concerned after reading online reviews that questioned the cleanliness and professionalism. Then we requested a third party check-in authorization and received a form containing a previous guest's full name, address, and credit card number. That confirmed our concerns about privacy and our decision to cancel. It’s very unsettling that staff here don’t seem attentive to guests’ privacy or protection. We won’t consider this location for future visits. I hope the staff address the problem of sending another guest’s credit card details to anyone requesting an authorization form.