Do not value thier customers
16/05/2017 Kelsey M, Miramichi, Canada
I booked ahead for 2 nights as my son had a basketball jamboree that weekend in Fredericton. Check-in was quick but the receptionist didn't give us any information on location of any hotel amenities. ... more
I booked ahead for 2 nights as my son had a basketball jamboree that weekend in Fredericton. Check-in was quick but the receptionist didn't give us any information on location of any hotel amenities. We found our room which was clean enough and found ourselves hungry so went back down to fromt desk as I noticed a pub menu when checking in. The pub wasn't opened yet and we again were not told where it was even located so I took the kids out for supper. We found the pool that evening but didn't stay long as it was not very clean. The hot tub area especially had a build up of gunk. I am pregnant travelling alone with a 9 and 2 year old so we attempt to get some sleep in preparation for our busy day. Around 3 am we are woken up by people partying in the room below us so I call front desk multiple times with no answer. I am super annoyed and exhausted when I go down with the kids for breakfast! I ask the lady at the front desk if someone works overnight at front desk and tell her of my many attempts to call. She basically accuses me of lying and says that although the man working overnight was probably busy getting the breakfast buffet ready that he ALWAYS keeps the phone turned up and would have heard it. I bring up the cleanliness of the pool area and she again dismisses my concern saying it is cleaned daily. I try calling the customer service for Best Western to get out of my reservation but don't get through so I send an email hoping I can get out of my second night and stay somewhere else. Unfortunately I don't get a response from the email either and decide to stick it out the second night as we couldn't afford to not be refunded if I wasn't allowed to cancel the reservation. Night 2: people under us start partying at 10pm... seriously! The hotel is not even close to being fully booked, the parking lot is near empty so why couldn't they have moved these people to a new room away from a family with small children!? I call front desk and ask this exact question and the man tells me he will go find out where the noise is coming from and ask them to quiet down a bit. I can actually hear him knock on the door below and they did quiet down briefly until he was gone obviously. They than got twice as loud probably annoyed that I complained. Luckily they must have went out about midnight and I was able to fall asleep. Sooo, morning comes and the alarm clock that hadn't been set by me and hadn't gone off the day prior goes off at 6am. Seriously never had a worse experience trying to sleep at a hotel b4. Being pregnant I am up frequently anyway to use the bathroom but this was brutal! Two nights without sleep going non-stop with 2 children than having to drive hours to get home again while trying not to pass out was not the weekend I had envisioned. When Best Western finally responded to my email 4 days later it was from a do not reply address asking me to call them. It took my a few times calling to finally be able to speak to someone. She seemed sympathetic and told me that although she couldn't regund the secind night that she would credit my rewards account with enough points to stay a free night at any Best Western. I accepted and upon checking my points discovered that only 8000 were added. There literally isn't a hotel anywhere that you can book for 8,000! This one I stayed at was 20,000. I called again and basically was told they wouldn't be compensating me any further. These points are useless to me and I will never stay at a Best Western again. less
Ryan M, Manager at Best Western Plus Fredericton Hotel & Suites, responded to this review
Dear Kelsey M,
Thank you for taking the time to convey your comments regarding your recent experience with the Best Western Plus Fredericton. Your willingness to share your thoughts with us is genuinely appreciated. We rely on you, our guest, to let us know how we are doing and how we can better meet your needs. We sincerely apologize for the experiences you encountered during your stay, and these comments have been reviewed by the hotel’s management team, and appropriate action has been taken to ensure a situation of this nature will not be repeated in the future. Again, please accept our sincere apologies. We hope you will continue to use us as your lodging of choice, and look forward to welcoming you back in an effort to provide you the level of service you expect from Best Western Plus Fredericton.