Terrible experience with very unprofessional and no personality front desk staff (Cheryl) on check out
Front Desk staff (Cheryl) was very unprofessional and needs to be trained on how to speak to customers particularly a loyal customer (myself being a platinum member).
I originally booked for one night but business needed me to stay longer. Thus, I asked that my stay be extended for 3 more nights. The night I asked for an extension of stay, I asked if it is possible because if it is not, I don’t mind moving to another BW Plus in Abbotsford. However, Pam at the Desk informed me that there's no problem at all and she extended my stay. Let me re-iterate, I asked for 3 more nights. Thus, 4 nights in total.
On my last day, while I was away from my room, I received a call from Cheryl, informing me that I should be checking out already. I was surprised and told her that my booking is until Sunday night, so my check out is for Monday morning. She insisted that I should check out already and that they needed my room type for another guest. In a threatening voice she was yelling at me on the phone, telling me that my booking is only up to Sat night, check out Sunday. I was appalled by her approach over the phone (very mean and arrogant) and when I told her that, it looks like FD made a mistake in their system for the number of nights that I asked for, she never apologize and rather replied with "So, what do you want me to do now?"—repeatedly and in a very arrogant tone. She also threatened me that she will ask housekeeping to pack all my belongings from the room and take it away, if I don't check out. How in the world can you say that to a good paying and loyal guest? Very unacceptable! Terrible!
Mind you, I was away on a business meeting when she called me. Now, that was very upsetting and I told her that she can't do that. I asked to speak to the manager only to be told that he's not available. I was frustrated and very upset. The entire conversation stressed me out unnecessarily. Her manner of speaking is unbelievable, very unprofessional and unkind.
I've never had this very bad experience in any BW hotel and I'll never forget how I was treated here. Quite traumatizing!
On another issue, the room was quite dusty. In fact, there was a thread of dust hanging on the light fixture in the bathroom (gross). I asked for housekeeping. It was removed but not completely and obviously, housekeeping did not really clean the room properly (see photos).
It was also noisy with kids running back and forth the hallway.
On a positive note, the ladies (specially Judy) at the breakfast room were very pleasant, friendly and accommodating. Basic breakfast food selection but good enough.
Summing it up, bad experience in this hotel and never coming back. There are other hotels nearby. less