Check-in and Check-out were smooth but, everything in between did not go as planned. I've stayed at various hotels from high range to low range motels so I have some experience. I've also stayed at other Best Western locations but this one honestly sucked.
We had mentioned a comment on our booking that it was our anniversary, there was no comment what-so-ever at check-in. I wasn't too concerned but that was the first indication on customer service was low. (side note: we went to a few restaurants in the Toronto area and booked online and mentioned our anniversary, I really don't care about extras, or discounts but the mentioning and appreciation is what really matters, and all restaurants mentioned it!)
As we are checking in we knew amenities would be limited due to Covid-19, there was no restaurants open, lounges, pool, fitness - everything was closed. It sucked but it is what it is.
However on the website it stated some sort of breakfast would be offered whether its a sit down (spaced out by 2 meters), or grab-and-go. The check-in clerk had no idea what I was talking about...
Anyways we go to our room notice some towels and bed sheets are lightly stained, first time I've seen this, the bed was stated to be a King size but i guess everyone has their own opinion on king... I have an actual king at home (76 x 80), and I can lay vertically or horizontally without hanging off (Since I'm 6"2), The hotel my feet were hanging off, and if i laid the other way my whole head was off, i swear it was a queen but apparently best western knows better so i didn't argue.
We weren't at the hotel during the day as went went out and about but the last thing that happened was right before check-out. Its 9h30 am blinds open, we just finished showering so coming out unclothed and there is a guy at the 5th floor in a sky jack scrapping our window - how unprofessional...
Some of it can be considered bad luck but to me its poorly managed, poor communication as well.
Forgot to add that they charged an extra $150 deposit on my card without telling me, another poor communication point... less