A Disorganized and Unprofessional Experience at Best Western Leamington
My recent stay at Best Western Leamington was nothing short of frustrating and deeply disappointing. While mistakes can happen in any business, the way this establishment handled their errors was completely unacceptable.
Three weeks ago, my family friends and I booked two adjoining rooms for a stay with our children, explicitly requesting the connecting feature for safety reasons. After a long 3.5-hour drive, we arrived only to be told that our rooms were not adjoining. When we pressed the issue, we were informed that such rooms were available but had not yet been cleaned—a detail that should have been resolved before our arrival. A kind male employee ultimately offered to clean the rooms himself, which we appreciated, but this entire ordeal caused unnecessary stress and delays.
The financial mismanagement that followed was far more egregious. Since my friend’s card was not working, I paid for both rooms and both deposits—totaling approximately $800, with the understanding that I would be refunded the $400 in deposits the next morning. However, upon check-out, instead of being refunded the $400 in deposits, an additional $400 was erroneously withdrawn from my account, leaving me approximately $1,200 out-of-pocket for what should have been a $400 expense. I didn't discover this until we were already back home.
Despite immediately notifying the hotel, I was told that no manager was available the entire weekend and that I would have to wait until Tuesday for any resolution. Given the financial burden this placed on me, I asked to be contacted sooner—but my requests were ignored. Days passed, followed by weeks of unreturned phone calls, unanswered emails, and continuous deflection from staff. At one point, I was told I would need to drive another 7 hours round-trip just to receive my refund—an absurd and inconsiderate suggestion given that the mistake was entirely on their end.
After relentless follow-ups, I was finally assured a refund check was being expedited—only for it to arrive two weeks later for the wrong amount. Instead of receiving the full $800 owed to me, I was only refunded $400. This forced yet another battle with management. Throughout this process, I was repeatedly promised that the general manager, Carolyn, would call me to discuss the matter, yet she continually avoided direct communication, relaying messages through other employees instead. Only after three weeks of persistent effort on my part did she finally call—offering an apology but zero compensation for the excessive inconvenience, stress, and time lost resolving their mistake.
While I appreciate that Carolyn ultimately took ownership, I find it shocking that she never proactively offered a goodwill gesture to rectify the situation. As a business owner myself, I know that customer service extends beyond merely fixing an error—it involves accountability and making things right.
To be clear, this review is not about a poor hotel stay—it is about a serious financial mishap that could have placed a family in a difficult situation, compounded by appalling customer service and a complete lack of urgency. It should not take three weeks of constant effort from a paying guest to correct a mistake of this magnitude.
I would strongly caution anyone considering a stay at this property. A hotel that mishandles funds, fails to prioritize guest concerns, and avoids direct communication with customers when issues arise is simply not one that...
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