We frequent the sports bar Shoeless Joe's (across the parking lot) and thought it may be a great hotel to stay at just for a change when we watch our Jays/Leafs games and want to have a few drinks. We live only 15 minutes away, so it's nothing for us to go there every week, so we thought to try it out and maybe make it the norm. We stayed here for one night, and today is the day after. After what we had witnessed, we are questioning the ethics of management and of Best Western's standards.
To start, we called late in the afternoon to inquire about availability that same evening. Once we received the confirmation of availability and the cost, he said there were "6 kings left at $114", we informed the gentleman on the phone that we would call back in 5 minutes with the CC number. Almost immediately after, we called and after numerous attempts, someone finally picked-up almost 30 minutes later (we were just about ready to give up). In any case, we confirmed our booking, paid by CC, then hung up. We arrived at the hotel about an hour later to find a sign on the desk "be back in 5 minutes", so we waited. Front desk finally arrived about 15 minutes later. We checked in, went back to the car to grab our bags, walked into the lobby, wanted to ask for the wi-fi password, but again, there was no one in sight and the "be back in 5" sign was back up. A couple of hours later, we headed to the restaurant across the parking lot (once again no one at the desk) and had dinner and drinks. We happened to see the front desk gentleman sitting at the bar, thought nothing of it (thought he was done for the day), said hi then carried on. After dinner, walked back through the lobby and there was an elderly woman with a walker, barefoot (pants almost falling off) and she anxiously looking for someone. We proceeded to our room then began to hear her banging on the counter. That's when we thought we should ask if she wanted help. We walked back to her and she said she had been waiting for 20 minutes. A minute later later, that same front desk guy who checked us in and who we just said hi to while sitting at the bar shows up with a portable phone in his hand and asked the lady what she needed, then we hear "oh, you locked yourself out again". We went back to our room. Minutes later while we were out on the balcony near our room, we watched as the front desk guy headed back to the bar, with phone in his hand. Are you kidding me? He left the premises and has been leaving his station without anyone tending to the guests or the hotel? We were floored. What if there had been an emergency? Unacceptable!!!! In addition to all of this, we were charged $158, after being quoted $114, directed our concern to this same gentleman earlier, and he said "oh, we can't do anything about this, it was someone else who quoted you and he is gone for the day". Seriously? I doubt we will be coming back if this is how they value their customers. Too bad, the room was cozy and clean, and we would have loved this to be a frequent easy get away. We will be reporting this to head office. less