Wouldn't even swim in this pool
15.08.2016 Leanne K, Edmonton, Canada
I have no complaints about the service, which was quite good. However, there was a major issue with the cleanliness of the pool-patches of inch-thick scum floating at bottom of pool, and visible area... more
I have no complaints about the service, which was quite good. However, there was a major issue with the cleanliness of the pool-patches of inch-thick scum floating at bottom of pool, and visible areas where it had not been cleaned-you could see wipe marks where it had been cleaned, so it was obvious where it had not. The scum was the worst though. We did not allow our kids to go in the pool-resulting in much disappointment. Also, the breakfast was sub-par to what we're used to at other hotels in same price point. And there was no TV guide listing the shows that were playing. Just a channel guide(ie-ABC, NBC, CBC...), and you had to scroll through all 50some channels to see what shows were on. less
Lana M, General Manager at Best Western Wainwright Inn & Suites, responded to this review
Thank you for taking the time out of your busy schedule to return my call to discuss your concerns as mentioned in your review. I will pass on your comments as discussed about the great service that you received to the staff.
I really appreciate you bringing your challenges to me regarding our indoor pool. I certainly understand the challenges you experienced would have been frustrating.
Your comfort and safety and providing superior customer care is our main priority. Our indoor pool and hot tub is maintained and cleaned on a daily basis to ensure all chemicals levels are balanced and in accordance to Alberta Health Services standards. As we discussed there is some discoloration in the deep end of the pool and we are in the process of having that issue taken care of in a timely manner. I do want to ensure that this is not dirt nor scum as mentioned during our call.
In accordance to Alberta Health Service Standards we send in pool samples weekly and if there was ever an issue with cleanliness the health Inspector would close our pool on the spot. We have never had our pool ever closed for any reason in the 7 years that we have been opened.
As Mentioned on the phone we did have an unscheduled visit from our Health Inspector shortly after the complaint was made and everything was up to the Alberta Health Standards.
When speaking with you today I understand that you were between clients and therefore not having the time to discuss your breakfast concerns or the TV guide concerns. If you have time at a later date that you would like to reach out to me I would be more than happy to discuss.
Thank you again Leanne for taking the time to write a review for our hotel. We look forward to welcoming you and your family back to our hotel if you are ever in the Wainwright area.
Please feel free to contact me directly and I would be more than happy to help you with your travel plans.