Best Western San Diego Zoo/SeaWorld Inn & Suites

I've used this location a few times since signing with Hotelsbyday. Last time I used it , I walked into an altercation at the front desk between an unhappy guest and the front desk clerk over the guest finding bedbugs in her room. The guest showed me videos she had taken on her phone. Yesterday's stay , as requested in the reservation process, I indicated that I would be checking in at 0900am. When I arrived, the same front desk clerk as last time, said she had no rooms and that it would be a few minutes. There was another day use guest right after me that was told the same. I watched as that customer became aggravated with the wait and kept asking the clerk to explain why it's taking so long. The clerk would just as her to take a seat and wait because they had sent a cleaning staff member to check for vacant and ready for occupancy rooms (this is even though both the person checking for the rooms and the front desk clerk have handheld radios and so no need to have to wait for that person checking to physically present herself ). I waited a hour and 15 minutes before I just couldn't continue to standby idle. I approached the clerk and expressed how ridiculous this situation had become and that I'd used the facility before several times and had never seen such a poorly run operation. Her reply to me was that the rooms are subject to availability when a day use is reserved. Was she saying that reserving the room was a meaningless act and only a formality? Don't accept the reservation, if you can't guarantee the room. PERIOD ! Asked for a business card containing the hotel managers name and contact and was given a business card containing the front desk managers info. Was told that I would need to go through that individual first before being granted access to the general manager. Rather than argue , I took the card handed me. The room reservation is offered 0700am to 600pm. As stated , I indicated my arrival would be 0900am. I can only imagine what would have happened had I said 0700am. There's an obvious failure of their management systems there. The manager working that day ( gentleman wearing a business suit never made any effort to speak to his now disgusted customers. The other day use lady that arrived a couple minutes after me became so disgusted that she canceled and left. I'm finding similar complaints about this property and their inability to deliver the room you reserve to you on time. This really needs to change.