Unaccommodating and unreasonable
14/05/2018 SeeTheWolrd83, Ottawa, Canada
We stayed at this hotel as a sports team. I found the staff and all the hotel policies to be extremely unaccommodating and unreasonable. I called and asked for a new pillow case and they asked me to... more
We stayed at this hotel as a sports team. I found the staff and all the hotel policies to be extremely unaccommodating and unreasonable. I called and asked for a new pillow case and they asked me to come get it at the front. I normally wouldn't mind at all but there was and abrasive tone and not even a "please". I called 2-3 times for the water bottle in the gym to be filled. I asked for a key for our "party room" to have the kids eat in there before their game and I was told no (only 1 person was allowed to have the key ?!? - we are a hockey team, not sure how that makes sense, maybe 3 keys) We asked to use the breakfast area for our team pizza party (the room provided was way too small for all the families) and we were told no. We are always given access to these common areas at other hotel chains with no issues. We asked to extend our check out to from 11 AM to 12 or 12:30 in order to get to our morning game and then have time to come back and pack up and we were also told no. less
Marisa G, General Manager at Best Western Hotel Brossard, responded to this review
Dear VW1505,
Thank you for taking time to provide us with feedback regarding your recent stay at our property with your group. On behalf of our entire team, I would like to apologize for not meeting your expectations.
Kindly take note that we strive our very best to be accommodating to our groups, this being said, prior to arrival we work closely with the team managers advising them of the option available at the hotel for a hospitality room. Since our property is limited with public area space, it is always our pleasure to provide suggestions of restaurants/cafés in the surrounding areas which can accommodate larger groups. For the comfort of your team, we worked along with your leader to confirm all rules and details of the hospitality room prior to the group’s arrival. Since we had multiple groups staying with us throughout the same weekend, for theirs and your safety and privacy, a room key is provided exclusively to the group contact.
In regards to the group of 17 rooms late checkout request, we sincerely apologize for not being able to accommodate it. Due to the high volume of expected arrivals for that present evening, this was unfortunately not possible. We were however pleased to provide the team with their special request of an early check in.
We do hope that your group enjoyed the pool, our spacious newly renovated rooms and new breakfast buffet. We also hope you and the team had a great had the opportunity to visit and enjoy the area.
Kindly take note that our hotel and brand takes its guests reviews seriously and we thank you for all the corrective feedback you gave