Best Western Coachman's Inn Motel — Hotel in Kelso

Arrived at Best Western Bathurst and opened our room door and instantly smelt a bad faeces aroma in the room. Tried to let it air out for a few minutes before talking to the manager. I also went up stairs as another room where the door was open was waiting to be cleaned and smelt fine. So I went and spoke to the manager about possibly changing rooms as I said I think the pipes might be backed up or something else. He said let me come and smell, he walked straight to the bathroom and said I can’t smell anything! I said well the 3 of us can smell it as soon as we walk in the door. He then repeated in a nasty tone ‘ well I can’t smell anything.’ I then went on to say in a calm manner so the customer is wrong and the manager is right. He said ‘ well I don’t know what you’re smelling.’ i said I cannot stay in this room I will take a refund. He said ‘fine’ walking off in a very disrespectful way. The way this manager handled the situation was with the poorest respect for the customer. He definitely had no intention of even trying to help or swap us rooms. We will never stay at a Best Western again and that manger should not be in the customer...

After I checked in I went to the room to wash my hands. I turned on the tap and the force of the water sprayed out of the sink and all over me. It was cold out, and not I'm all wet. I changed clothes and went to dinner. Upon my return I noticed there was bugs on top of the bed. It looked like gnats that may have fallen from the light fixture over the bed. They were dead, I brushed them off. The light fixture had a large amount of dead bugs in it. When I turned down the bed there were more bugs on the sheets, kind of the worst thing you can find in a motel. Upon closer examination all the bugs were dead, or I would have slept in my car. I think the laundry was processed some place where it picked up the bugs? I brushed them off and went to sleep. The shower door is a trifold thing that was tighted together with what appeared to be a shoe string? But the water pressure was great! When I got out of the shower I hadn't realized the thing was not doing it's job, the bathroom was partially flooded. I booked a room at another property for my second nights stay. I won't be coming back...

We can’t use our booking because of lockdown.

Our booking was for winter festival.

They won’t refund our booking. This is totally within their terms and they have offered a credit with very strict limiting criteria which is at least a bit more than their published policy.

But with other accommodations in town already issuing refunds, guess where we’ll never stay again.

EDIT: The owner is complaining via email that my review is wrong. Everything here is truthful. I acknowledged they are abiding by their terms and conditions. It is factual that other accommodations are more generous. I have acknowledged that offering a credit is more than their terms and conditions. Yet still they say I am being unfair. But you, dear reader, if choosing between two motels, wouldn’t you like to know who pockets your money in a lockdown and who waives their policy? Perhaps my 1-star rating was a little unfair. They...