I Do Not Recommend Staying At This Hotel
17/10/2018 Billesberger, Vancouver, Canada
I left many reviews of hotels I have stayed in on business and pleasure. This is the first terrible review I am writing. Why? Because this was my experience from start to finish. Being a Diamond Selec... more
I left many reviews of hotels I have stayed in on business and pleasure. This is the first terrible review I am writing. Why? Because this was my experience from start to finish. Being a Diamond Select member with Best Western should say more. In the past, I have always received good service and experience at Best Western hotels. Here is a summary of my experience.
I checked in on a Monday. I arrived early just before 11 am knowing I may not be able to check in early as there is never any guarantee. I was advised the hotel was sold out the night before. However, guests were beginning to check out and the front desk confirmed housekeeping was on. They took my phone number and said they would call as soon as my room was ready. I received a call at 2:36 pm saying my room was ready. I know there is never a guarantee with an early check in but with guests checked out already and housekeeping on shift at 11 am, I figured I may not have to wait almost five hours for my room. Still, with no guarantee of early check in, I moved on.
At check in, as a Diamond Select member, I was not offered bonus points, the complimentary gift or a room upgrade. I asked if an upgrade was available and was advised it was not. I was provided a discount coupon for the restaurant attached to the hotel. I looked at the menu and quickly deduced it was an over-priced Denny's. Through my own research, I quickly learned there were many great restaurant options within walking distance in Sidney with better menu options and pricing.
On day 2 of my stay, I called the front desk to arrange for a wake up call. Nobody answered the telephone. I recognized it was almost midnight and the front desk may be tending to another guest/room. I called back several times over the next fifteen minutes with no answer. I left a voice message advising of my room number and detailed request for a wake up call. The following morning, no call came.
It then came time to check out. I was travelling on government business and had booked at a government rate. I received my bill which detailed a higher rate and two different rates for the Monday and Tuesday night I stayed. I asked the front desk about this. They advised me the government rate was subject to availability. I advised them I had booked the hotel at the government rate and the rate should be the same for both nights. I produced my government ID again to confirm my eligibility. They declined to adjust the bill rate.
It became clear throughout my stay that this hotel is not concerned about the guest experience. If you are looking for a hotel with more expensive pricing than downtown Victoria that is dated and appears to consistently not look after their guests, this is the place for you. I only stayed in Sidney because it was close to my place of work for these dates. In the future, I will return to the Best Western locations in downtown Victoria where I have had a much better guest experience. Sidney is a beautiful town and worth checking out. But if you stay there, it is recommended you choose a different hotel. less
BW Plus Emerald... M, Front Office Manager at Best Western Plus Emerald Isle Hotel, responded to this review
Thank you for your review and again I apologize for the issues you experienced during your stay as mentioned in a private email.
When you arrived at the front desk approximately 10:30am, we informed to you that we were completely sold out the night before and were still waiting for groups that were in house to check-out. We cannot guarantee that the housekeepers would clean your room immediately as we had many early check-in requests specifically on that date. We did inform you that we would take your phone number and give you a call if the room was available earlier than 4pm. Unfortunately we were not able to have your room ready until about 2:30pm, due to the many requests of in-house guests as well as guests that inquired in advance for an early check-in. Our housekeeping staff cleaned the rooms as fast as they could to accommodate all guests requests.
I am very sorry that our front desk agent did not offer you points or a snack as well unable to upgrade you to a better rooms type. Based on the room types available for the day of your check-in, we only had a few rooms left and did not have anything to upgrade you to. Our front desk team reviews all elite member arrivals for the day and assigns an upgrade based on room availability, therefore, upgrades are not always granted. I can assure you that you did receive your bonus points for your stay. I also apologize for not receiving your wake up call. I will review the phone procedures with my desk agent to ensure this does not happen again with any future guests.
Government rates are based on room availability and must be booked in advance. When booking your room directly at the hotel, the rate was quoted to you over the phone as well as sent to you in an email confirmation letter. Upon check-in,the guest agent re-confirmed the rates by asking you review and initial the registration card. Unfortunately, we are unable to change rates after it has been signed and agreed to.
Again, I apologize that you did not have a pleasant experience at our hotel.