Best Western Plus Burnaby Hotel — Hotel in Burnaby

I have been traveling with BW for many years and I am a platinum member with them. I have to say, this inn is now my worst experience with BW so far!!!

The hotel was under a major construction and there was nothing mentioning about this when we made the reservation. When we arrived here the Lobby was not even at where it supposed to be, we had to drive all around the building to find the it. When we get in there our room was not ready and the only guy standing there did not even say a "sorry" to us. As a platinum member, the hotel was supposed to provide a Recognition Gift and there was nothing. The guy did not even know how to smile. The first second we get into the room it smelled like someone had a few years-unwashed-socks in this room. On the desk there was still a survey that the last customer left on there with some negative feedbacks. We could hear the noise from outside even the window could not be open. Then soon we found out that the smell was from the A/C, probably they never changed the air filter or something. The water actually comes with separated hot and cold the same time!!! I mean, when you turn on the hot and cold water to make it warm, you could feel both hot and cold the same time but not warm!!! I have never seen this before in my entire life, how do you make it working like this anyway? Second night when we return to the room, our key was not working. We went back to the "Lobby" and the guy there tried to reprogram the key for us. When we went back to the room found out the card was still not working, then we had to get back to the "Lobby" again and the guy reprogramed the key again, and sent a security back to the room with us. Finally it worked and that security looked at us like idiots and left with laugh...

I phoned BW's customer relation line right after I checked in to request switch into another hotel, but haven't got back form them yet since it was Friday. I would never come back to this location again and this place is a joke. Couldn't believe this place got a 3.7 ranking here...spent your money...

I had multiple issues with this hotel. It’s truly not kept clean as it should. Mirrors had splatter/boogers on them from previous guest. Floor felt “crumby” on bare feet. I found long hairs and ants in our room upon check in. I started to wear socks, as my feet were black after walking on the floor bare footed -inside the room. There was also a heavy smoke smell. So bad it triggered my asthma. We stayed one night in that room.. then room moved.. as the guy staying on top floor above us, decided to stomp until 1230am. I also don’t believe they vacuum, as I never heard one running, or saw one on/ near a housekeeping cart. We were in the pool saw a housekeeper clean a whole row of rooms, no vacuuming. In our second room.. my dog found A green comb between the bed/side table from previous guests. Closet door was off of its hinges. Bathroom door does not close properly. MiniFridge has no door to the inside freezer part so whole fridge was frozen, had to toss out some canned drinks we bought. Rooms are not sound proof or noise resistant, as I could hear the person in the next room beside us sneezing, and their alarm going off at 530am (they didn’t hear it going off surprisingly for about 45 mins.. haha). People upstairs stomping all night. Y ilet/run a bath or shower. (Request the top floor honestly, although annoying because only one side of the building has an elevator). Offer no towels at the pool, so you always have to ask at the front desk prior to going in. Housekeeping was also cleaning rooms with the doors closed.. I’ve never worked at a hotel that allows that.. All of the walk ways around the hotel are covered in drip marks, and smear marks. Which have collected dirt and are now dirty black smear trails from room to room, following the housekeeping cart trail when it stopped. The ants are crazy on the walk way, and I found some in our room by the closet.

All in all, this room caused stress. If I could have cancelled it, without having to pay for the cancellation, I would have left the first night and gone somewhere else....

I had queries and sent to the hotel via hotels.com platform several times but never got a response from the hotel. There is no email on the hotel website to contact direct. Upon check in, the hotel lobby is nicely refurbished with pleasant scent. However when I was shown the way to the bedroom, I was surprised to find out this is not a hotel but more like a motel! All corridors are outside. I wish they have shown pictures of the corridors on the hotels.com website so I knew this is a motel as I wouldn’t have booked it. I don’t like the layout and setting of motel as I don’t feel safe and it’s noisy being close to outside. Mostly importantly I was shocked by the state of the room. It’s very outdated with knackered and chipped furniture with doors which don’t close. Toilet seat is smaller. I always take shoes off in the hotel room. Soon I noticed the bottom of my feet were grey and stuck with fluff and dirt. It was disgusting. I called reception and they sent a cleaner quite quickly. I asked the cleaner to vacuum the floor first but she said she only has a broom. What kind of hotel which doesn’t even have a vacuum?! You can’t possibly clean the floor properly with the amount of fluff and dust stuck onto my feet in such short space of time. The cleaner swept once and then mopped twice. I appreciated the effort. I stepped on the floor and again my feet was tuck with dirt, less than before. I didn’t think hotel can do anything else to improve the cleanliness so left...