Worst Hotel Experience
11/03/2019 NorthStar12746559658, Picture Butte, Canada
We arrived at the hotel in -45 degree weather to check into a room with no heater. We had a sick child. The staff member checked the furnace and learned that it may not have worked due to the debrie a... more
We arrived at the hotel in -45 degree weather to check into a room with no heater. We had a sick child. The staff member checked the furnace and learned that it may not have worked due to the debrie and dust build up.
After finally being moved to a new room, there was issue after issue including a high bill and incorrect charges that were never rectified.
The extreme smell of potent chemical in both rooms (opposite end of the hall) would have seriously harmed someone with a sensitivity to smells or a child with asthma. The staff tried really hard to mask the odour with copious amounts of fabreeze.
Our internet would not work.
We stayed at that hotel to enjoy the amenities INCLUDING a hot tub as advertised. We agreed to pay the inflated rate to enjoy the hot tub. Our son was competing in a hockey tournament and we thought it would be a real treat for him to enjoy a hot tub after playing a contact sport. Every single website Indicated there was a hot tub but we later learned, after our swim suits were on that the hot tub had shut down over a year ago. We should have book the other hotel with a pool although we were misled by the false advertising. The other hotels were all full. We booked over a month in advance. The rate we paid far too high, too high for the Hilton in Calgary and this was three hills. AND they arbitrarily charged us triple the amount for a cot and never reimbursed the sum they stole. less
Tracy K, General Manager at Best Western Diamond Inn, responded to this review
Hello, as we mentioned in our previous email communications, we appreciate you letting us know your concerns during your stay. We were able to inform maintenance and the issues have been resolved. We do not advertise anywhere that we have a hot tub at our property, however, we do offer our guests free admission to the Three Hills Aquatic Centre. I apologize if you are still confused about the charges for your 2 night stay - there were no extra or incorrect charges and unfortunately, we were unable to fulfill your demands for a full refund. We take the concerns of our guests very seriously, and work to resolve in the best way possible. Thank you for taking the time to leave us a review.