Best Western Plus Red Deer Inn & Suites — Hotel in Red Deer

The owner or whomever replied is lying (not surprised) as they did not leave a message at all via phone, text, email, or messages. I was not informed at all ever I had an option to leave. Therefore not sure how I was suppose to respond to something I never received. I also paid upon arrival for my stay. Had you said person actually dealt with the situation at hand the review wouldve reflected that. However, since you choose to lie that’s what it will reflect! The Customer Service sadly doesn’t exist from this hotel. Our family stayed here from a Thursday to a Sunday. We booked here simply for what the hotel (usually) offers us which is what we like. Usually a large nice breakfast with variety of options, mainly bacon/sausage, and waffle maker. A pool and a hot tub. Drinks in the lobby with snacks usually followed with great Customer Service. This one was far from our venue, and it was out of the way of everything but we thought it had everything we want so we sacrificed the rest. Upon checking in it was crowded in the lobby as it’s very small inside. Went up to the counter to check in and was told the hot tub was broken and being replaced. One big reason for booking here. So far not good. Then she proceeds to say the family room has a tub with jets, okay this should be nice. Well upon first use in the tub with the jets there was a film in the tub and stuck good. The next morning I was hurting down south and went to the doctor, and sure enough to find out I have a bladder infection from the tub. I went back to talk to the staff about cleaning the tub as well as speak to a manager as because of this I hadn’t even been to our conference we paid for to attend. The cleaners said they’d do another clean with some of other stuff they do periodically. As he they do the jets every 2 weeks. Nah should be done after each family. The front staff said her manager was in a meeting and verified my number and would call me later. I said okay no problem as I needed to go to the conference. We were really busy during our stay as we have kids too. We got in late and never heard back. We were woken up again with banging like the first morning and I called down to say something only to be told their leaving today. Um okay but it’s 6:30am this is crazy. Nobody should wake up to banging and noise as we heard especially every morning. That evening I still hadn’t heard back from the manager. I went to front desk to be told they cleaned the tub to AHS standards lol and the manager isn’t in. I was given an email. You’ve got to be kidding me an email!? This is how the Best Western Plus Inn & Suites in RedDeer deals with issues that arise? She ignores them flat out?! WoW! She’ll be back in on Monday after we leave, I was told. What a joke!! The last icing on to the cake was trying to get waffles for breakfast for our girls, and told after all the boys teams ate that they weren’t making anymore. It was real a kick in the stomach to end the horrible stay. There was almost an hour left of breakfast. We were told bacon would be made during our stay too and that didn’t happen either. So for what we paid it was not worth it in the slightest. The staff are absolutely horrible. Not one person apologized for what I endured, or even tried to contact me or get me in contact with the manager. I wouldn’t recommend this place ever nor would I go back here. I also have a booking directly with another Best Western for later in the year we are cancelling as well. As well as the people going with us. This hotel chain isn’t going to be supported by ourselves, family or friends after this horrid experience. We frequent this hotel chain too. Funny they didn’t even ask me how our stay was at all! They also need to get better management in place one that cares about their guests and situations that arise. Will be sharing all over social...

I am writing in regards my hotel stay on Dec. 24, 2024. When Best Western had reached out after my stay initially, I had left a good review because there had been no problems with the room, and the staff had been friendly. I didn't notice my problem until several days later. ||At check-in, I presented a $150 gift card, which would cover the majority of our stay. I was told they would still need to pre-authorization the total of $174.75 on my card. This did not seem unreasonable so I went ahead and did so. ||Upon check out I was told my total after gift card was $24.75 and that it would be taken out of my pre-authorization. I was emailed a receipt showing the night's balance, the use of my gift card and the $24.75 being charged to my card including the last 4 digits of the card number. ||Several days later I noticed that I neither saw the release of my funds or the final charge of $24.75 on my account. I contacted the hotel but was reassured that it can take up to 14 days for the bank to release a pre-authorization hold. That had not been my experience in the past, so I contacted my bank to inquire further. ||My bank informed me that no pre-authorization was done on Dec. 24, it had been a pos sale for $174.75, so there was nothing on their side holding back funds. ||I immediately called the hotel back and was told "That's not what the system shows so I'll have to escalate this to a manager" I was told to expect a call from the manager the next day. ||Hoping to resolve the issue quickly. I called the hotel the next day at 11:30 am, hoping that by contacting them after check out they would be free to offer assistance. The phone rang 8+ times before I gave up. I called back again at 3:30 pm hoping again that calling prior to check in I would be able to get through to someone. This time me the phone rang even longer but I was resolute to wait until someone answered. ||When the phone was finally answered I had the worst interaction I've experienced yet. The woman I spoke to on the phone told me that the system didn't match my story. That she wasn't sure if the manager had been in at all that day, because she has been sick the previous day and that she couldn't help me. If I wanted someone to help me I'd have to call between 8:00 am and 4:00 pm the next day when a manager might be in to assist me. ||At this point beyond frustrated I left a 1 star review on Google explaining the situation. Within hours, I received a response from the manager saying that they were on vacation but were working on my issue while they were away. This has been the only contact I have received up until this point. ||This morning when I went to check my bank account I found another charge from the hotel for $24.75, which at no point had I authorized. ||Where we stand right now the hotel has charged be $199.50 directly, and taken and charged a $150 gift card. Meaning this hotel has taken $349.50 from me for a one night stay. ||To say I am upset about this is an understatement. I understand that it is the holidays, but I certainly don't have that type of money to just be sitting in limbo, especially post Christmas. ||While my initial stay was pleasant, dealing with this hotel has been a nightmare full of misinformation, a lack of empathy, a refusal to take any accountability and just poor...

front desk staff was beyond rude when i had to check out. .. daytime staff like disgustingly and unacceptably rude.... she said things like “ I don’t care “, “go look on the website”, “not my problem”, “I am the manager”, “we don’t take notes “ in response to me asking for higher up company phone numbers, or telling her about my apparent note on file to upgrade my suite. I said we have given you over 500$ in the last few days, and she had the audacity to say , and I quote , “ You haven’t given ‘ME’ Anything.” Well I guess not… its not her company or her business and doesn’t earn that money herself, but as she sits where she does just as the rest of the front desk staff, she is representing the company. night staff werent very helpful and werent trained to book rooms apparently. I’m still very upset and disappointed with the way that my stay was cut short. I’ve never experienced such poor customer service in a hotel with such a big name. I’ve never felt like a hotels rules and regulations varied between staff member to staff member, let alone their moods. Knowledge is one thing, and training is another, but it didn’t seem like anyone was on the same page at all. I didn’t get any professional vibes at this establishment whatsoever. My expectations on customer service when visiting a hotel really aren’t that high, I mean its not hard to treat people with a little respect and common decency even if its just an act. I would at the very least hope that the manager would again at the very least TRY to muster up the courage to pretend that I was appreciated as I’m paying hundreds of dollars to be there. busy little area but there are better hotels than this one for sure especially if you want to be treated like a human being away from home. breakfast was tasty.. i wont hate the hotels name just cause most of the staff is unbearable and incompetent . best western plus has never let me down before, just sour women who apparently hate girls who are prettier than them. jk but i really dont even know what else to say... except try stay off the first floor. avoid staff... and dont get...