Best Western Plus Guildwood Inn — Hotel in Point Edward

If I could give this hotel a 0 as their rating I would. The service and standard of cleanliness at the hotel was appalling! We booked this hotel for a baseball tournament my son was participating in. When he checked he went to his room to drop off some gear before his game, and the bedding was dirty. He quickly notified the front desk and was told it would be cleaned. He left for his game. I called the hotel myself to ensure that it would be cleaned when they were out playing at their ball game and the front desk advised that they could not clean the bedding as they were not allowed into the room when the occupants were not there. Obviously this is a load of crap as housekeeping comes in and out of people's rooms to clean them when people are not in their rooms. He said they could pick up the bedding at the front desk and make it themselves. So on top of walking into a room with bedding that looked like it had feces on it, they now were supposed to strip off the dirty bedding and make it themselves. Unacceptable and I told the front desk staff this. I was told he would talk to manager and that it would be resolved most likely with a percentage of. My son came back from his game and got the bedding and they stripped off the dirty bedding and remade the bed. At some point during the stay the front desk staff advised my son he would receive a percentage discount. Okay fine. He went to check out on the Sunday and he checked with the staff that discount was applied and he confirmed it was. When I received the invoice via email, lo and behold the discount was not applied. I emailed customer service at the hotel and followed up with a call. I was advised that since the rooms were discounted because of a tournament they would not be able to honour the discount that they already advised to make up for the dirty linens. Needless to say this was unacceptable. 1) standard of cleanliness was unacceptable and if linens were dirty, surely the rest of the room was not cleaned properly either 2) the lack of problem solving on behalf of the hotel staff was ridiculous 3) the front desk staff member advised me that the manager could call me back when she is back from holidays in about a week and a half. I said surely someone must be able to handle these things while she is away and I was advised no. So when the manager is gone, apparently service at the hotel shuts down as apparently no one has any authority to handle any customer complaint...

We stayed one night on a road trip, but were pleasantly surprised by the Best Western Plus Guildwood as a clean, comfortable and convenient spot for the whole family on our stay in Sarnia (including our dog, as it is pet friendly).

The staff were incredibly friendly and accommodating of our needs, and made sure both rooms were ready upon our late arrival so the kids could get to bed right away. There is ample parking, including multiple entrances so you can load and unload close to your car. Oddly, the back entrances weren't key-restricted or locked at night, but security wasn't really a concern.

The Marina wing of the hotel was an older build, but was bright and had relatively new fixtures. The advantage of these older wings is that they are far more soundproof, so there was no noise from other guests or the marina behind the building. Unfortunately, despite asking, we couldn't get adjoining rooms with internal connecting doors because my guess is that they don't have them, but they got us right next door if that's a concern for traveling families.

The rooms had a desk and chair, newer TVs, and a mini fridge (not stocked but a functioning freezer was great for our ice packs). The beds and linens were very comfortable, and the provided Pack-and-Play was very new, clean and hardly used (trust me, that's an unexpected bonus). The bathrooms had some basic soaps and towels, good enough to clean up comfortably (the bathroom fans were quite old, though, and we couldn't use them without waking everyone up). The AC units in the rooms worked well, and were quiet.

The hotel has a small gym, a nice outdoor pool for the summer, basic vending machines and some conference rooms. Despite being right next to the highway at the Canadian Border Point, it was quiet, but very convenient for travel. A few blocks away is a Tim Hortons, plus the Sarnia waterfront which is an amazing place to spend some time.

In summary, it is a more basic hotel, but it does all the important things right: great service, clean, comfortable and convenient. It's not fancy, but I've paid many times more for luxury hotel stays that weren't nearly as refreshing. We will...

I truly hope someone from corporate sees this email.

Our recent hotel during a trip for a family funeral was absolutely terrible from the moment we tried to check in until we left.

Check in was met with a rather unfriendly desk clerk who complained through the entire check in about our third party booking. Which left us nervous we wouldn't get a room. We rented the hot tub suite at a staggering price for what we got. ($176/night)

Before even entering the room we were met but a hallway of drunk loud tradesman staying at the hotel. Walking between rooms, yelling and blasting music. We were told by the front desk "they will go to bed early" and we left for the evening. Upon returning near midnight the music was so loud it could be heard getting out of our car in the parking lot! The carpets were filthy and wrinkled, the shower was cracked and mouldy, the hot tub had hair and whiskers coming out of the jets. So neither made us feel remotely clean. There were stains and marks in the wall and chipped furniture, the lighting was so old yellow and dim is was nearly useless. The sheets were piled and rough as sandpaper in a hard worn out old bed.the door between sitting area and bed was removed but the old hinges were just painted over. And this was an expensive room!!! To add insult to injury the vending machines took payments but did not provide products. The grounds were covered by cigarette butts, beer cans and oddly, slices of bread.

Someone really needs to check in on this hotel it is an absolutely terrible blemish...