2020 Covid Escape
We needed a quick get away so left Edmonton to Medicine Hat then to Lethbridge and home. Stayed in BW in Medicine Hat which was brand new 5* but this place didn’t quite make the grade. We were given a... more
We needed a quick get away so left Edmonton to Medicine Hat then to Lethbridge and home. Stayed in BW in Medicine Hat which was brand new 5* but this place didn’t quite make the grade. We were given a free upgrade to a King Jr Suite, it sounded great as it was supposed to be free as I had points. But when we got there we were very disappointed with the decor, which was old and tired. Dust around edges everywhere and smelled old. Upon check in we were told that we’d have to take all our amenities up with us as nothing is left in the rooms due to Covid. Fun times, we are seniors so canes baggage and toiletries, pillows,etc being hauled up to the room. The rooms are slightly separate, the AirCon kept coming on so it was freezing in the bedroom but the thermostat was in the other inner room. We turned the heat up and were broiling. There were two TVs but we had to call done to the front desk to get someone to come fix it. Had to leave the room for that. The picture in the room was of an old house, quaint if you don’t wake up to it or have kids, it looks like a haunted house in the dim light, creepy! We needed an accessible room but took this one because it was upgraded and we were using points so I thought. I got a call while on the return trip home telling us that we didn’t quite have enough points and we would have to be charged instead. Not happy with that at all!! less
Bruce Primeau, Owner at Best Western Plus Service Inn & Suites, responded to this review
I am sorry to have read that you didn't enjoy your stay as so many of our other guests have and that as a result of you not having enough points to stay when you booked your points stay (not free), that we had to charge you for your stay (at a deeply discounted rate).....as is policy which I do not understand your displeasure about.
Our COVID policies are in place to keep our guests and staff safe and to reduce touch points in rooms which is why amenities and toiletries are being kept at the front desk and available at check in. Our 6th consecutive AHLA Housekeeping Award is a testament to our commitment to clean, modern rooms. Our entire hotel has a focus on local be it photography (local area photos taken by a local photographer), casegoods (made in Alberta), along with most of our suppliers that keep locals employed.
We do look forward to having you back again as our guest once you have enough points to stay with us and we will again be more than happy to once again offer you a comp upgrade.