Our family staycation at the best western plus hotel
I was so excited to be able to stay, and was more than willing to pay $150, knowing they had breakfast, a beautiful swimming pool with water slide, and internet.
Well during check in, they had said t... more
I was so excited to be able to stay, and was more than willing to pay $150, knowing they had breakfast, a beautiful swimming pool with water slide, and internet.
Well during check in, they had said the pool will be busy, after I asked ... as long as your pool is open we are going to stay, seeing as we only came because the kids wanted to go swimming, and me and my husband wanted to relax and have a mini vacation. we live just across the river, but Covid times the kids really wanted to go swimming and our options are very limited!. Well we were down to the pool for maybe a half hr and the kids were having fun, and all the sudden an employee asked us to leave the pool room... saying that we were supposed to book time down there, I said okay I will go book this time slot, and she said “no you have to leave”. We were not told to book ahead of time or I would have done so/ or not stayed at all! So we left having to take the kids away screaming because the group was “waiting”. We were later able to book a time slot for 1 hour right before check out, and only allowed to let the kids swim fro 45mins which was another terrible experience of taking the kids away before they were nice and satisfied from their swim. After telling them how we felt they had nothing to say about it either. If we were told this before purchasing our room for the night, it wouldn’t have been so bad, because we would have been able to book our time in to swim!! but we were just told it would be busy.
Also they had us right in the middle of a hockey team group, which woke us up 4 hrs before scheduled time and my 3 year old would not go back to sleep, making the whole day terrible and tired!! The group of kids were wondering the halls listening through our door making fun of my daughter because she said “I love you mommy” they were mocking her in the hallways, it was so bad to the point of my husband opening the door to tell them there’s nothing funny about a little girl loving her mother. Maybe it was bad timing for our booking, maybe they need to be more communicative with their bookings.... either way it was a terrible use of our $150 and wish we never decided upon it. less
Joanne Cooper, Owner at Best Western Plus Bridgewater Hotel & Convention Centre, responded to this review
Hi Katyelyn,
I am so sorry to hear about your stay - it certainly isn't the experience we hope to provide to our guests. Unfortunately we do have strict guidelines regarding the pool and numbers permitted by public health and I am not sure if we were at capacity when you were asked to reserve a different time. We use the 45 mins time slots as it is the best way to ensure everyone gets a chance to have a time at the pool and gives us an opportunity to clean between groups. I am also very sorry for the noise you encountered from the group. I would be happy to discuss your stay with you further if you would like to reach out at anytime.