This used to be the best hotel in Duncan, and maybe it will be again, when the current renovation is completed. My advice is not to stay there until the renovation is completed and you can be sure that you won't have loud construction noise in your room from workmen directly overhead. We booked an overnight stay in August 2017. When I booked, over the phone with the hotel front desk, I was told the hotel had some renovations going on but was operating normally, except for the pool being closed. That sounded ok, since all we needed was a comfortable room, with a restaurant nearby. But when we arrived and went to our room, mid afternoon, the noise was unbelievable. Workmen were stamping around directly above us, building on a second story. They were hammering, and running rotary saws, directly overhead. It's a wooden structure, so the noise was very loud, just as if I were running a rotary saw in the upstairs of my own house. The room wasn't fit to be occupied. This wasn't a "renovation", it was a major construction project. The front desk staff person was very unfriendly and told me that she wouldn't do anything about the noise, and wouldn't contact a manager (as I requested), and there wouldn't be a manager on site until the next day. The noise would stop some time later that evening. Oh, and my family and I could leave if we wanted to, no charge. Gee thanks. I've stayed here before and didn't expect the Four Seasons, but this was too much. I walked out to the parking lot (it was too loud to call from the room), called the Best Western 1 800 number, got shuffled around from person to person, and eventually one of their customer service managers at their HQ in the US contacted the Hotel. After about an hour, that resulted in the construction crew moving to another part of the property, not directly overhead, which reduced the noise in the room to a tolerable level. All in all, this was a very unpleasant experience. When we checked out the next day we weren't charged for the room (which I did not request), but I would far rather have had the kind of pleasant, no fuss, experience that I'd expect at a BW or similar brand name hotel in a small city like Duncan. less
Isaac K, Director of Sales at Best Western Cowichan Valley Inn, responded to this review
First of all, I would like to apologize about the inconvenience that you had to face at our property. Despite the renovations the attitude of the staff should have not been like that, and the matter will be addressed directly.
I am very disappointed that you were treated this way, and that it wasn't until you reach Best Western Corporate Office before anything was done. This will be taken note of.
But I do wish that you would give us another chance in the future when our renovations and constructions are finished and when we have our third floor ready to go. Our property won't have anymore inconvenient noises nor the attitude that you have faced, and I am most confident that you will have a great enjoyable time.
We look forward to serving you in the near future here at the Best Western Cowichan Valley Inn.