Best Western Plus Lamplighter Inn & Conference Centre — Hotel in Ontario

My Family and I stayed here for one night, and unfortunately, I had a terrible experience with the front desk Supervisor Dhirja.||||Upon arrival, check-in went smoothly. Kiran at the front desk verified my ID and credit card, provided all necessary information showed me the map and gave us bracelets for the pool. He also informed us that the room would be ready by 4:00 PM, which wasn’t an issue since we planned to enjoy the pool first.||||Issue at the Front Desk||At 4:45 PM, I returned to the front desk to check if the room was ready. The Supervisor on Duty and Lilly were there. When the supervisor asked for my last name, I said it twice, but instead of checking, she insisted that I spell it despite it not being a complicated name. She didn’t even attempt to type it in before demanding I spell it out. It’s an English speaking country after all.||She then asked for my ID. I explained that my bag was at the pool and I was wet, but I would be happy to show it later. Instead of handling the situation professionally, she spoke in a lecturing tone, raising her voice as though I was being scolded. I felt belittled, disrespected, and even discriminated against. Her body language and tone were extremely rude, unprofessional certainly not what you expect in hospitality.||||I Paused and questioned her behavior, she quickly twisted the situation, trying to make me look like the one at fault. She even dragged Lilly into the conversation unnecessarily, repeatedly asking her if she was being rude to me. She brought up checking the CCTV cameras, which made me feel like I was being treated as a criminal or a thief rather than a paying guest simply asking if my room was ready.||||The conversation escalated, and Lilly then asked if I wanted to speak to the Manager. I agreed. I told the manager directly that while I was willing to comply with all her requests, what I could not accept was her attitude. Even in front of the manager in-front of Lilly she laughed at me, which was extremely insulting. ||||Later, while I was speaking with two managers, the supervisor Dhirja came out of the office again, interrupting rudely to “defend” herself. The managers eventually had to send her back inside, and as she walked away, she laughed again, making me feel completely disrespected.||||The managers I spoke with were professional and genuinely apologetic. They offered complimentary breakfast as service recovery, which I appreciated. However, no gesture can undo the disrespectful behavior I experienced from the supervisor Dhirja. I do give 5 stars to the managers for handling the situation with sincerity.||||Despite the negative staff experience, I will give 5 stars to the room and facilities. Our suite was spacious, beautifully designed, and felt brand new. The bathroom had both a bathtub and a separate shower something I didn’t expect from Best Western. The bed was very comfortable, and even the sofa bed felt brand new and cozy. However, the internet connection in our room was very poor hardly use it. and we could clearly hear loud noises from the corridor, which affected the overall comfort.||||The pool area was also excellent clean, well-maintained, and with a great atmosphere. Pool towels were well stocked, bathrooms were spotless, and the pool staff were warm and welcoming, even offering us a floatie for the kids.||||While the facilities, room, and managers exceeded expectations, the unacceptable and discriminatory behavior of the supervisor Dhirja ruined what should have been a joyful family staycation before school start. Hospitality should start with respect, friendliness, and professionalism, none of which I received from those two staff members on duty.||||We had breakfast this morning and it was peaceful in the restaurant. Our server was very accommodating she even gave my kids coloring pads and crayons, which kept them happy. She also offered to take photos for us since my mom is visiting, which made the experience extra special. The food was fresh, delicious, and served in generous portions. We had an excellent experience at the restaurant and felt very well taken care of.||||This will be our first and last visit in this property. We wont stay...

Would not recommend staying here but if you do, just a few precautions. Our room was in a stairwell which was not disclosed before arriving. I have never seen this before. As you know every sound echoes and amplifies in stairwells. We could hear people all night in the stairwell. They didn’t even need to be loud, we could hear every sound echoing and could not sleep. We even paid extra for this room since it looked out to the pool which was ridiculous. It should have been less for a room in a stairwell. Had I known we would have stayed elsewhere but we couldn’t get our money back at that point. The staff were helpful but there was no other rooms. The hotel was booked. In addition to not being able to sleep. On our first night there, there was an event booked for a very questionable politician with a hateful following. The hotel was packed with people who target people that include my children. I absolutely wouldn’t have stayed here knowing this. The parking lot was full so the people attending the event parked their pickup trucks on paths and blocking emergency exits (I have pictures of this). The hotel was unsafe and inaccessible. We wanted to go out for food, we were tired and hungry and upset. We couldn’t leave our parking spot to do that. We ate in the restaurant in the hotel but it was absolutely ridiculous to have that happen at a hotel. We also noticed the people attending the event were harassing and mistreating the staff in the hotel as well as the restaurant staff. It was disgusting. We spoke to the staff about the unsafe parking and they were trying to help but I imagine they were dealing with a lot from this event. I have never had a bad hotel experience like this before. The only positive thing about our stay was the staff who were very friendly and as helpful as possible. I would like to see our concerns addressed by the hotel and look forward to your reply.

Response to the hotel (unable to respond under their reply for some reason) I’ll be honest, I’m very disappointed to see this response. I won’t address the other issues because though I feel they are important and the response was disappointing, there is a much bigger concern. I made you aware that emergency entrances were blocked and paths were parked on making the building inaccessible to those requiring assistance and the response is eventually the parking cleared out. This is a serious concern. The event in question went from 6 to 9:30 that evening so it was a significant amount of time. In addition an ambulance did attend the hotel during the event (we were in the restaurant during his time, I’m sure a record exists of this). Thank goodness they didn’t need to access a door being blocked by the event attendees. The fact that you sound so dismissive of something that compromised the safety of your guests for several hours and blocked access to the hotel for guests requiring accessibility is a huge red flag and frankly extremely concerning. It wasn’t about spots being available. It was cars and huge pickups being parked in front of doors and on accessibility paths. The response to this is...

This stay was a bit of a nightmare!

Prior to our stay I called hotel ahead to arrange our stay. Reason for travelling is for a medical appointment that was 8:45am on the day of check out and could take 3+ hrs. My family would be waiting at the hotel for me. Inquired about late check out and was willing to pay for the additional time and was told it wasn't a problem. We agreed 1 pm. The lady was pleasant and accommodating, I thought everything was taken care of.

During our stay , a child was injured while using the pool and the deck was covered in blood, and not cleaned up right away. Was told it was caused by metal shavings due to maintenance. Staff did not seem trained to deal with emergency situations. My family did not return to the pool after that.

A dining room chair in our room had a nail sticking out the side which I caught my leg on.

Travelling with 2 adults 2 kids- Room had no additional blankets for the pull out.

The jetted tub clearly hasn’t been cleaned thoroughly. I got it ready, started the jets to get in and there was noticeable amount of hair and a disgusting film. My husband ran it a few times and cleaned it himself using the Clorox wipes we had in the car so I could feel a little better about using it.

The next morning, I had just arrived back to the hotel at 11:30 after my procedure still slightly sedated I had planned to lay down for a minute. My eldest daughter wanted to finish eating her breakfast because they were called to come get me in the middle of it. Husband was feeding baby and getting her ready for the 2+ hr drive. At 11:40 there was a knock at the door, housekeeping was asking when we were checking out. Called front desk to confirm our late check out and got no answer. We started packing up. Few minutes later the phone rings and lady had said they wanted to remind me of the check out policy. I mentioned that I previously arranged for late check out at 1 pm. Explaining that I am travelling with a baby and at least needed time to feed, change her and pack up the room, we’d be out asap. She seemed unbothered.

I was down to check out within 20 minutes. I apologized for taking up their time, that I had plan late checkout ahead of time to avoid this. She was very abrupt and unapologetic about the circumstances.

We chose lamplighter for ease and comfort, so my family would remember making good memories here. That was not the case. We have stayed a few times and each stay the service and facility have gotten worse with each stay. Lamplighter has...