Our first impression of the room was very, very good, it was clean and well maintained and the hotel seemed very nice. We left for an afternoon at the spa, and a movie, with plans to come back to the hotel for dinner, and an evening swim as we were informed on check in that the pool was open "for adults" until 11pm, but that there was an earlier pool quiet time for children.
On our return to the hotel, about 8:30pm, we went to the "BX Bar and Grill" for our dinner. We were quite surprised when the waitress/hostess advised that service might be slow as there was a large group just arrived ahead of us, there were about 3 small tables of 2-4 people each and one large table of about 10 guests occupied in the entire restaurant, the rest of the restaurant was completely empty. I was thinking that if a bartender and chef couldn't handle a group of 10 in a nearly empty restaurant on a Friday night, there was a serious problem.
Dinner was mediocre at best, but this wasn't the biggest surprise of the night. About 9:30pm, just as we were wrapping up a very disappointing dinner, a very young female child came into the nearly empty restaurant completely unattended and in her pyjamas, and started running between the tables rearranging everything on the tables where there were no patrons sitting, and neither the hostess nor the bartender made any attempt to approach this girl (she seemed about 3 years old) to ask where her parents were or what she was doing there, she was just left to her own devices and eventually sat up at a table, on her own, which is where she was when we left. Remember, this is an unattended minor in a licensed restaurant.
We were then going to go for our swim, but there was a large family group with several very young children still in the pool area, and security seemed oblivious to the fact that very young children were in the area during a time when it was supposed to be available for adults only to enjoy a relaxing swim. Remember, this was about 9:45pm at this point. The group left the pool area on their own about 10pm, at which point we were hoping to enjoy a good nights' sleep. Again, very sorely mistaken.
In the room immediately next door to us, there was a very loud party going on. My wife phoned the front desk, who at first blamed it on the live music in the pub (we were far away from the pub and didn't hear any related noise from there at all), but then reluctantly agreed to send security to the room to check it out. It must have been easily apparent to anyone looking up at the room from the restaurant or garden area that there was a very large group of very loud people in this room.
Security eventually came up, banged on the door, and left. The party continued, at which point, we decided enough was enough, and that as we only lived an hours' drive away, we were going to check out and return home, from what should have been a nice romantic weekend getaway. This was at about 11:20pm.
We went down to the front desk to check out. The security guard was just sitting down at the front desk. When we told him that the party was continuing (we passed someone on our way down the stairs coming back to the party with more ice) his reaction was "well, I've gone and banged on the door" and pretty much left it at that. He did tell us that there were "At least 20 people in the room". We were wondering why he didn't remain at the room until the excess guests had all left.
When we informed the front desk person that we were checking out and were thoroughly disgusted at the complete lack of hotel management ability of the staff, he immediately offered half of our money back, but made no effort at all to keep us in the hotel, to find us a different room away from the party, or even wish us a safe drive home in the middle of the night.
I would have expected that at bare minimum he might have offered us an upgraded room, a full refund, and an apology.
We will never, ever, ever even consider using the Best Western Hotel chain again, for any sort of stay. Personally, I work for a very large corporation in Western Canada (10,000+ employees) that does a lot of corporate business at Best Western across Western Canada, and I will ensure that our hotel booking staff knows what happened.
Find a different hotel.
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Thank you for taking the time to post your review of your recent stay with us. I am sorry to see you found your stay with us unsatisfactory and disappointing.
The BX Creek Bar & Grill has several seating areas laid out among the gardens; with one private section located on a lower level. You may not have been able to see this large group of 25 that was seated in the private section of the restaurant. They had indeed just ordered their meals and our serving staff were following proper protocol in informing other diners that had come in after this large group, that their meals may take a little longer than usual serve time as this large order had just gone in. I apologize if this was not portrayed to you properly.
The little girl that was “left unattended” in the restaurant was in fact in full sight of her parents and grandparents. She was playing and getting up from the table, but her family were watching her the entire time and the restaurant manager actually changed the channel on the TV in the lounge to a kid friendly show for her to watch while the family finished their desserts and coffee. The entire family was seated in one of our high round booths in the corner and with the evening low light it can be difficult to see everyone seated in the restaurant.
Our pool hours are 9:00AM to 11:00PM with an adult only swim from 10:00PM to 11:00PM. The large family group that was enjoying the pool did have until 10:00PM to swim with their children and it was not necessary for our security guard to ask them to leave prior to this time. As per your own review, you noted that the family did indeed pack up and leave by 10:00PM.
I apologize for the large group that had a party in the guest room next to yours and disturbed you. Upon your only call to the Front Desk reporting this noise complaint, our front desk agent sent the Security Guard up to the guest room to address the situation immediately. Once he discovered how many guests were in the room, he came back down to get assistance from another male staff member to clear out the guest room. This was done quickly and efficiently and there were no further noise complaints after 11:30PM.
I am sorry that you will never stay with us or Best Western again and can assure you that we take our guests comfort and peace seriously. Thank you for your time.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.