Typical Hotel - Water Slide is the Draw
15/07/2019 veddermb, Burlington, Ontario,
Hotel is average/typical overall with addition of the water slide that is the big draw for groups/sports teams. Staff member was rude at check in. We were there for baseball tournament and arrived a... more
Hotel is average/typical overall with addition of the water slide that is the big draw for groups/sports teams. Staff member was rude at check in. We were there for baseball tournament and arrived at 1:30 for the supposed guaranteed 3:00 check-in. I know it was early but hoped it would be ready. We had our bags with us and we went through check in process and told at the end that our room was not ready and that we could come back later for the keys. Asked if there was a place we could eat our food that we had with us (ate in lobby), asked if we could stow our baggage (staff was non-committal so we took them back to our vehicle. Asked if there was a place where our son could change into his ball uniform (told he could go to the pool bathroom). They said they would text us when room was ready and text arrived at 3:49 for the "guaranteed" 3:00 check-in. There is no guarantee and the room not being ready for 3:00 had no consequences. So, we did not have a good start to our weekend. Other parents reported similar issues on check-in.
Room itself was decent and typical. A few minors issues, no shampoo, conditioner or soap in room they did offer to remedy but we had some stuff with us with which we were able to get by. Ice machine broken for two days, despite being reported - needed it not only for room, socializing but also for water bottles for son's ball games during 30+ degree heat. Overall, typical hotel for about $180 per night, but it seems you pay a premium for the water slide. We stayed in same area at a different hotel chain nearby for $150 per night and the hotel was much nicer and staff were friendlier but the pool had no water slide. less
Lamplighter_Manager, Guest Relations Manager at Best Western Plus Lamplighter Inn & Conference Centre, responded to this review
We are very sorry for your disappointment. We have addressed this already with you privately. We are surprised by your description of the Agent who checked you in given this in not her typical nature at all. As mentioned we will review things with the agent regardless to ensure the training provided is being practiced consistently. In addition to the dispensers in the rooms we are also putting small bottles of the same amenity in guest rooms temporarily while we are trouble shooting with a few faulty dispensers. There was no report of an ice machine not working and had we know it would have been fixed or there would have been a sign posted to redirect to the next closest machine to the room you occupied. There are numerous machines throughout the hotel. In addition at any time a porter would have happily delivered ice to your guest room upon request.
Once again we apologize for your disappointment and the later than normal check-in. We hope the email to you thanking you for your patience while waiting for your guest room is welcomed. We look forward to hearing back from you with an address confirmation. We hope you will return again in future for a more seamless visit.