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“Horrendous Customer Service”

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Best Western Plus Kamloops Hotel
Ranked #3 of 54 Hotels in Kamloops
Certificate of Excellence
GreenLeadersPlatinum level
Lillooet, Canada
2 reviews
common_n_hotel_reviews_1bd8 5 helpful votes
“Horrendous Customer Service”
Reviewed August 12, 2010

While the hotel is brand new, so are the staff...with no hotel or customer service experience.Was charged for a cot I never ordered or received. Front desk staff did not know how to reverse this charge. Now that's a way to make money. Staff were unfriendly, rude, never smiled, did not say hello. Felt more like a bother, an inconvenience to the staff. Will not return to this hotel. Also, the "heated pool" was not heated at all.

  • Stayed June 2010, traveled on business
    • Value
    • Location
    • Sleep Quality
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Helpful?
2 Thank 12340
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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643 reviews from our community

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Rating summary
  • Location
  • Sleep Quality
  • Rooms
  • Service
  • Value
  • Cleanliness
Traveler tips help you choose the right room.   Room tips (72)
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Canada
Level 5 Contributor
42 reviews
20 hotel reviews
common_n_hotel_reviews_1bd8 62 helpful votes
Reviewed August 12, 2010

This is a brand new hotel. the site has commanding views over the river valley, and is close to a wide array of good family "travel restaurants' within a very short drive.
The hotel is no architectural masterpiece. It is fundamentally a brown box with windows and a portico, but there is plenty of parking around the building, and it's the inside that counts of course. The Best Western sign is the building's most distinguishing feature.
The staff were friendly and helpful. There were ample carts for people like us with lots of luggage. The rooms were adequately spacious and reasonably decorated, painted stucco walls and granite countertops throughout. Colours were varying shades of yellow and brown with white ceilings.
The airconditioning was powerful and worked well, but was calibrated in degrees farenheit, which is strange for Canada, where everything is in Celsius. There was a reasoably sized closet, and an undercounter fridge. The beds were comfortable.
There was an adequately sized desk, which had a lamp with a convenient plug and network connection i the base. There were also additional plugs and a network connection in the wall, aside from the wireless internet, which worked well. The additional plugs allowed us to plug in our laptop and cell phones quickly and conveniently.
We found the split level countertop for the basin less than convenient but it worked ok. The shower was good, with an adjustable nozzle, and the temperature was constant throughout.
The building is under-served by the elevator. There is only one elevator, where there really should be two, or at least the elevator should be a little faster than the one that was installed, so expect lengthy waits for the elevator.
There is a free breakfast, which, at it best, has a good array of yoghurt, sliced fresh fruit, scrambled egg, muffins, pastries, OJ, apple juice, cereals, coffee, teas and generally enough for a filling and refreshing breakfast. The person servicing that area is one of the hardest working people I have ever seen anywhere. However the full selection was not always available, they may have run out of stock on one of the days we were there, or perhaps we came towards the end when everything ran out.
Kamloops is going to be our preferred stopover point in future on Vancouver road trips. There may well be other hotels with more appealing architecture, a more consistent breakfast, or faster elevators, but until we find that hotel in Kamloops, we'll likely stay here, providing of course the price is right.

  • Stayed August 2010, traveled as a couple
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Helpful?
Thank EaglesEye
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Tel Aviv, Israel
Level 6 Contributor
439 reviews
95 hotel reviews
common_n_hotel_reviews_1bd8 286 helpful votes
Reviewed August 1, 2010

Travelling with young kids who love the pool, having a pool at the hotel is a major consideration for us when choosing a place to stay while on the road. After reading previous reviews about the hotel pool not being ready yet, I verified with this hotel that the pool will open by mid-July, as their web site said (our stay was in late July). When checking into the hotel we verified with the front desk that the pool is indeed open, which they confirmed and reassured that it will be open the next morning.

On the next morning, when the kids where all excited and ready to go to the pool, we discovered that it was "closed for maintenance". Front desk staff had no good explanation for this - in fact, they came up with lame, non-coherent excuses ("having some problems" vs. "adding stuff", "expected" vs. "unexpected closure" etc.). Even though I explained that this was a major consideration in choosing the hotel and that had we known about it while checking in - we probably would have switched to one of the many neighboring hotels - nobody at the front desk even apologized for this (let alone offer any compensation).

This is a relatively new hotel, and it's staff is yet to learn how to be more reliable and service-oriented rather than attract customers with false promises. Until then - we will stick to hotels that provide reliable information and 100% satisfaction guarantee.

  • Stayed July 2010, traveled with family
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Helpful?
Thank ogol17
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Timrodgers, Manager at Best Western Plus Kamloops Hotel, responded to this review, August 2, 2010
The pool had just been open the night before and in the morning we found some problems with two pumps that we had to close the pool to correct. We were able to reopen the pool by 5pm that day.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Regina, Canada
Level 2 Contributor
6 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 2 helpful votes
Reviewed July 27, 2010

New hotel with very nice rooms, reasonable price. The pool was not ready yet but that didn't matter in our case.

  • Stayed July 2010, traveled with family
    • Value
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Helpful?
Thank tracy45h
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Alberta
Level 5 Contributor
52 reviews
44 hotel reviews
common_n_hotel_reviews_1bd8 26 helpful votes
Reviewed July 16, 2010

Very clean and new. Great beds and very quiet. Only annoying part was that the pool was not ready. Had called from the road after seeing the ad in the CAA book. Was not told about the pool at that time or at checkin. Did not discover until after dinner when we went to go for a swim. Hopefully it will be open when we go back through Kamloops.

  • Stayed July 2010, traveled with family
    • Value
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Helpful?
Thank abroseabrose
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Prince George
Level 6 Contributor
108 reviews
96 hotel reviews
common_n_hotel_reviews_1bd8 72 helpful votes
Reviewed July 13, 2010

Well, I'm here for 5 nights and I will certainly be back. This Best Western is very impressive. The building is very solid. The rooms are large. Parking is not bad. One block from Super store & Tim Hortons. About 3 blocks from Red Robins & White Spot.
The front staff is very friendly. The early (6:30am) conti breakfast is very good. "Well done Best Western"

  • Stayed July 2010, traveled on business
    • Value
    • Location
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Helpful?
Thank benPrinceGeorge
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Edmonton, Alberta
Level 5 Contributor
51 reviews
31 hotel reviews
common_n_hotel_reviews_1bd8 22 helpful votes
Reviewed July 12, 2010

When I booked this hotel I knew it was brand new. What I didn't know was the pool was still under construction. After a long drive with 2 kids we were looking forward to relaxing in the pool/hot tub. Other than that the hotel was pretty good. Big room, clean, and the breakfast was nice. The free wi-fi was flaky, it kept kicking us off which was a bit annoying.

  • Stayed July 2010, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank shoegirl011
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Timrodgers, Manager at Best Western Plus Kamloops Hotel, responded to this review, July 14, 2010
We have noted on all websites and with our Central Reservations that the pool was not scheduled to be completed until mid-July.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Best Western Plus Kamloops Hotel

Property: Best Western Plus Kamloops Hotel
Address: 660 West Columbia Street, Kamloops, British Columbia V2C 1L1, Canada
Phone Number:
Location: Canada > British Columbia > Kamloops
Amenities:
Business Center with Internet Access Fitness Center with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Pets Allowed ( Dog / Pet Friendly ) Shuttle Bus service Suites Swimming Pool Wheelchair access
Hotel Style:
Ranked #3 of 54 Hotels in Kamloops
Price Range (Based on Average Rates): $$
Hotel Class:2.5 star — Best Western Plus Kamloops Hotel 2.5*
Number of rooms: 81
Official Description (provided by the hotel):
Kamloops Greenest Hotel. Located in the Sahali portion of Kamloops, nearest hotel to Thompson Rivers University and the Tournament Capital Center.With 81 guestrooms, free breakfast, Saltwater Indoor pool and hot tub. 42" Tv's with Optik HDTV and individual room wi-fi. ... more   less 
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