“Disgusting stay and poor staff service. Food found in bed from previous guests.”
We stayed here on July 13 and 14, 2012 for my niece's wedding since this is where the wedding reception was being held. Although the facilities look great, the customer service is terrible. Unfortunately, there were many issues with our stay, on such a joyous occasion.
The first and biggest issue was with my mother's room - the grandmother of the bride. After travelling all day from Manitoba (11 hours) she looked forward to having a good night's sleep. When she turned down the covers of the bed she could see some black things. With turning the covers down more, she found FOOD in her bed. Hunks of pizza, salami, peppers, cheese, grease stains from the food, etc., scattered throughout the bed that she was about to crawl in to. Obviously, the sheets were not changed since the last guest, although the bed was made and looked as it should when you walk into a hotel room. When the front desk was informed of this, they said "no problem" and came up to change the sheets upon request. While changing the sheets at 11:30 p.m. they implied that she was eating in bed, and that it was her that made this mess. The next morning we spoke with the front desk and asked to see the manager. No manager was on site, so we informed the desk clerk what the issue was and that we would like a refund for that night. She said she would have to speak with the manager and would get back to us. All of this took place while she was chomping on her plate of food while sitting at the front desk. The desk clerk later phoned the room to say that all they could do is give 30% off and if we didn't like it then to call the manager on Monday to take it up with him.
On Monday, my brother in law (the father of the bride who just paid thousands of dollars to have the wedding reception at this hotel) asked to speak with the manager and was told by the desk clerk that a full refund had been given to my mother for the first night's stay and that my mother's credit card was credited the full amount. It is now more than three weeks after the episode and there has not been a full refund awarded -- this has been verified by calling the banking institute of the credit card. So not only was there not an apology offered, they outright lied about giving a full refund.
Other issues of this hotel . . . .
The pool, although very kid friendly with a water tree, water slide, and shallow end, it proved to contain cold water. Unfortunately, my 4.5 yo would not go in it because of how cold the water was. The hot tub was too hot to sit in, and the steam room was nonfunctional. It really is a nice facility but the temperature of the water really needs some attention.
Room keys were another issue. Countless times I had to go back down to the front desk and ask to have my room key re-activated so I could get in my room. I know I was not the only guest who was having this problem as there were many others in line, in front of me, making the same request, countless times. I finally asked for a new key card, which lessened the amount of trips to the front desk for reactivation, but it did not eliminate the problem completely. It finally got to the point where I just stopped at the desk on my way to the room to have my key card reactivated, each time I wanted to enter my room.
Since it was a hot July the temperatures during our stay were over 30C. Unfortunately, the air conditioning in our room was not working properly. With the temperature set at 10C it took over 48 hours for the temperature to go from 25C to 20C in our room. That was the coldest we could get it and I suspect the drop in temperature was related to a colder and rainy day on the day of our departure. Since I like sleeping in a cooler room, the 23C (first night) and 21C (second night) temperature did not lend itself to a restful sleep. After the first night I did inform the front desk of the issue and they said that they would look into it. Unfortunately, the problem was never resolved during our stay.
I will never stay at this hotel again, and will be very hard pressed to stay at a Best Western again. Although this was a family trip, I do travel lots with business and will be avoiding Best Western hotels. Although the facility is great with a fridge, microwave and sink in the room, and the breakfast is wonderful (a full spread of waffles, pancakes, scrambled eggs, sausage), they need to retrain their staff and strive for better customer service. To be talking to a desk clerk while chewing their plate of food that is sitting in front of them says a lot about the lack of customer service and lack of professionalism.
I would not recommend this hotel to anyone. My suggestion to Best Western is to fire the manager and retrain your staff, so they realize how important customer service is. Also, if you are going to say that you will give a full refund, then follow through on your word. Sometimes a simple apology will go a long way, which one was never given in regards to finding food in what was thought to be a clean bed.
Do not stay at this hotel unless you want to find food in your bed and can appreciate lousy customer service with a great lack of respect to their guests.
Check between the sheets before you even settle in your room!
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.