Best Western Plus Regency Inn & Conference Centre — Hotel in Abbotsford

On Oct. 30, 2022 both my husband and I, along with an entire flight were delayed by a day due to airline unforeseen circumstance. They offered us various hotels for the overnight stay which was being paid for by the airline. We happened to choose this hotel. When we arrived they took our credit card as a deposit for incidentals should we have any upon check out. We checked out the next morning with no incidentals and were told that the charge would be back to our card automatically. It has been 8 days since this occurred and the charge has appeared on the credit card statement. I called the hotel expecting to get friendly service and instead was told that they did not charge us and that was all they could do for us. This was a front desk staff person, same person who checked us in as she stated. When I insisted that there was a charge to the card because it is appearing on our statement as a charge, she hung up on me. No fowl language was used and the conversation was cordial but she wasn't accepting my account of what is happening. I tried again to speak with a manager and the same person kept sending me in a circle not connecting me to anyone. To say that it was very frustrating is an understatement. I would recommend that anyone who finds themselves in a similar situation avoid this hotel. The stress of a delayed flight is enough to deal with without having to deal with a hotel that makes fraudulent charges. I don't normally write a review but I felt this warranted one. Happy Travels everyone!

To the Hotel: when you write a response to a review I suggest you get the facts before making it seem like the guest is unaware of what they are doing. 1. I called your hotel multiple times as well as my credit card company who told me that your hotel did not release the hold on the funds held. 2. I tried speaking with the front desk women on several occasions and she was not helpful or respectful. 3. It's not a coincidence that the situation was rectified within 12 hours after this complaint was lodged with Best Western Client Care Centre and the credit card company. If you make a mistake you should own up to it rather than make it look like the client doesn't know what they are doing because that client may have studied tourism and travel with a specialty in hotel services at some point in their life. Hopefully we won't have to use your...

We had a visit to make as a quick overnight from Vancouver Island to Abbotsford. As I’m a BW rewards member, I looked for a BW near where we needed to be. It happened to be this particular hotel.||As soon as we arrived (no reservation, but plenty of rooms available), we had an issue as the front desk seemed completely oblivious to rules surrounding service animals. I have a registered service dog, with all appropriate documentation, which means - by law - no pet fee. The front desk representative wanted to charge me, and when I pointed out she couldn’t do that, she disappeared to confer with a colleague. She returned, acknowledged she wouldn’t be charging me, and checked us in. I offered my proof of registration & documentation several times, but she declined it every time.||The 2nd problem was the TV - pixelating & “no signal” across the available channels. I called the front desk, and the fix for the problem was to move us across the hall to another room. That would have been fine, except when my husband went to the front desk to pick up new keys, a very abrasive woman demanded the pet service fee! He explained that we’d already been through this, but she carried on about filling out a form & paying the fee. She finally reluctantly agreed to give him keys to a new room without charging us for my service dog.||We moved across the hall, and much to our dismay, we had the exact same problem with the TV in the new room!||If I hadn’t checked in to a BW Plus, I would have been more likely to have given them a pass. But I expect more of a Plus location. And these days, I expect hotels to understand the laws surrounding service animals. I know that there are people who are working the system & “faking” a service dog, but I’ve had my dog trained & certified following a lung cancer diagnosis. She assists with anxiety & pain while I’m going through surgeries & treatment. ||I always try to temper any negativity with something positive. The hotel has a Ricky’s Restaurant attached, which is very convenient, and they have a relatively decent breakfast that comes with your room. Restaurants & shopping are nearby (5 minutes give or take driving). The hotel’s rooms are definitely not fancy - basic & utilitarian - but they were clean. ||This was a very disappointing experience, and I will not be recommending this...

If I could give this hotel, zero stars for customer service I would. I had booked this hotel months in advance but needed to make a change the day before my reservation. I called the hotel before checking to see what their cancellation policy was. The lady at the front desk informed me that I would be able to cancel for a complete refund up until 3 pm that day. Once unternate plans were arranged and confirmed, I called Best Westeren to cancel my stay. When I called back, I was informed that I was unable to cancel my reservation. I explained that a staff member had notified me proximately 45 minutes earlier that it wasn’t going to be an issue and I’d get a full refund. I spoke to the manager and explained the circumstances. She said because I had checked the box when I did my booking agreeing to a no refund policy there’s nothing she could do. Being fully aware of how the hospitality industry works, I know, full well if she wanted to she was able to give me a full refund, especially after I was told it would NOT have been an issue. I let her know that I was aware of this. I also informed her that she probably didn’t want to host a guest who actually didn’t want to be there and who was upset with the situation. I also mentioned that I would be giving them a terrible review due to this misunderstanding and due to the fact that NO responsibility was taken by the hotel after their staff member confirmed I could cancel with a full refund. She accuse me of threatening her and said that she would return my money and I don’t need to stay there. She also informed me that she would be. “ telling on me.” by notifying the person who had blocked the rooms. She then proceeded to cancel my stay, but charged me $265 and requested a phone call with the lady who blocked the rooms off to discuss this PRIVATE matter.

All that was required of her was to acknowledge that her staff member informed me that, I WAS INDEED able to get a refund. Acknowledge the fact that this was super upsetting after rearranging my plans and come up with a solution that would work for everyone. I am sure that this is the exception and not the norm for this hotel, however, the way that the manager, Sarah, dealt with the situation leaves the terrible taste in my mouth, and I definitely will not be returning to any Best...