Best Western London Airport Inn & Suites — Hotel in Ontario

Travelled here for business with 2 colleagues. 1 colleague was organising the trip so reserved 3 rooms. On check-in we stated we would each pay for our own room, and provided our own payment information and contact info. No issues. My keys weren't unlocked when I went up to my room so had to come back down and provide my information again. Not a big deal. The light switches are wired really strangely; you have to have them turned on in an odd order to be able to get the other lights in the room to work (apart from the lamps which operate separately). The walls are thin as I was kept up all night by the person loudly snoring from the room beside me; again not the hotels fault but a warning to other travellers.

The room was pleasant enough and a good temperature, and was clean and comfortable. Breakfast was included and was what you would expect.

I had chosen express checkout, and when I got home found I had no receipt. Contacted the hotel and requested they send me one. They checked my details and informed me they had. Still nothing. I contacted my colleague to find out they had been sent my bill (twice), and it had their name on it not mine (but my room number). I called back and double checked the email address again, and stated that for expense purposes, I require my own name on the bill for the hotel room that only I stayed in, and I had paid for. I was told at first that this wasn't going to happen, because it was under the name of the person who made the reservation. This was not true; the colleague whose name it was under was simply who checked in at the same time as me (different computer), but was NOT the one who made the booking or who the reservation for all 3 rooms was made by. The member of staff did not appear to believe this, but after a while of stating I needed my own name on my own receipt, and being put on hold twice, I was told I was being emailed a new receipt with my name on, to my email address. Stayed on the phone and refreshed email multiple times and no email arrived. It still hasn't. The staff member on the phone essentially ignored this; told me it was sent to the correct email address, and that basically it was my fault because we made a group reservation instead of each booking individual rooms to begin with. I believe this is nonsense (especially as it was not going to the person who made the group reservation), and it was an error with how the information was entered when we arrived, and would have preferred this was admitted.

Overall the room was fine, but I was very unhappy with the service I received in terms of simply trying to get a receipt. I have never had these issues when travelling for business before. I also was charged a $50 deposit at check-in on top of the price of the room which I am told I will be repaid automatically; I will be watching to see. I have stayed at best western many times and not experienced this so am unsure why it happened here.

My receipt never arrived, I am incapable of getting one over the phone from them and dislike the attitude from the staff member. Therefore I am having to resort to editing the pdf receipt that was sent to the wrong person to try and correct the name on the room number. Ridiculous. If you stay here, do not choose express checkout and make sure they get your details correct...

I arrived at Best Western London Airport Inn & Suites to stay for my sisters wedding. Approximately a dozen rooms were booked by family and friends. I had booked late, not as part of the wedding block, but under my own name and membership, reserving a King Balcony Suite. Upon arriving, check in went smooth and my suite was what I was expecting it to be. Later that evening, my sisters fiancée contacted me. The suite that Best Western allowed me to book was in fact the suite that they had reserved for him and my sister. They had mistakenly cancelled their reservation. The hotel fully admits to this error and says it was due to an “unknown glitch”. By this time at night there was only a single room left available at the hotel to give to my sister on her wedding eve, and it was a much lesser room. I happily gave up my suite to my sister and her fiancée and moved into the smaller room with the expectation that when a manager was on duty the next day, we would be able to resolve the situation. The next morning, the groom and I went to the lobby and spoke to the day manager. The result was that he needed to talk to the general manager as he was unable to do anything himself. Eventually after hearing back, the hotel refuses to in any way attempt to make right their mistake. The best they have offered is to discount my sister a portion of her stay and nothing for myself, which is unacceptable for this type of mistake on such an important day. Especially considering the amount of business that our families and friends gave the hotel for this weekend. As of now I have been charged full price for a suite that I did not get to stay in, and my sister and her husband were giving a small discount on the same suite. Additionally, I have repeatedly asked that the general manager contact me directly, but up to this point they so far refuse to do so, instead relaying their messages through their staff, who I understand must do as they are told. It is further insulting to both of us that the hotel offers nothing but excuses and self defences in response to our demands of customer satisfaction. I fully understand that mistakes happen, this is not the first time ever. It is however the first time where the customer service was this horrid from a recognizable brand, and there was so little desire to do right by the customer. I will be taking this to Best Western Corporate, and as a frequent traveller who spends more than 50 nights a year in hotels, I will be avoiding this...

We made a reservation through expedia early in the morning at 2 am on our way from Toronto. We decided to make a quick stop in London to stay before heading out to Windsor for business.

The customer service is beyond horrible. My reservation was made from Saturday to Sunday morning (check out at 11am). The staff closed their saturday reservations on their system and could not see the reservation.

We waited 2 hours in the lobby on the phone trying to cancel our expedia reservation which was non refundable and booked a new room with the staff (Nimray Kimat). He booked us another room from Sunday to Monday with morning check out (this is what we were told) and advised us to speak to the supervisor in the morning.

We woke up in the morning and spoke with the supervisor to make sure we were checking out on Monday at 11am. The supervisor said we checked in on Sunday and had to leave the same day at 11am. He did not care at all about what we were told from the staff who booked our room (Nimray Kimat) and kept on repeating the rules and regulations. He was not willing to even give us a late check out and told us that no hotels will ever do this. I have stayed at so many hotels in Toronto, Montreal, Windsor, Detroit, and the list goes on for work. I know for a fact that every hotel will offer to extend check out time if they have made a mistake on their end.

After arguing with him for 20 mins, he agreed to let us check out at 1:30 for free. When we came downstairs he tried to charge us an extra $25 for late check out. We literally had to tell convince him that there wasn't suppose to be additional charges. I am still wondering why I paid for a room for few hours instead of the full day that was promised.

I'm definitely not going to stay here again. Btw, I ended up checking into a different hotels for 2...