Room wasn't ready. Ask for early check in at booking!
10/09/2018 Marni D, Calgary, Canada
I would've given the Best Western Plus Inn at St. Albert a 5/5 had our room been ready at 4pm as per our booking. The front desk staff did not have our room ready for us, so they offered us a downgra... more
I would've given the Best Western Plus Inn at St. Albert a 5/5 had our room been ready at 4pm as per our booking. The front desk staff did not have our room ready for us, so they offered us a downgrade. The room offered was not what we paid for, so we had to wait until almost 5pm to gain access to our booked room. What has happened to customer care in the service industry? I can't believe this place tried to downgrade us vs. upgrade us. I can't complain otherwise. The hotel was clean, secure, updated with a resort feel and smell. The complimentary breakfast was very impressive with a lot of varied cold and hot options. There were also healthy choices for someone watching their calories of items such as: boiled eggs, fresh fruit, yogurt, oatmeal etc. less
Jarred L, General Manager at Best Western Plus The Inn at St. Albert, responded to this review
On behalf of our entire team, I would like to apologize for not meeting your expectations. I apologize that the room was not ready for you at 4 PM for a time of check-in. I understand that it was a priority for you to check in immediately which is why our front desk team offered other room types that were currently clean and available in order to get you checked in right away. Certainly if an upgrade had been available, it would have been offered. However during the duration of your stay, we were completely sold out and this was not an option for us.
I appreciate your kind words about the cleanliness of our hotel, as well as the breakfast. If there is anything else we can do to improve for future guests any additional feedback would be greatly appreciated.