Best Western Plus Pembina Inn & Suites — Hotel in Winnipeg

I am a resident of Ontario, and my employer had an out-of-country trip to send me on in June 2025. Since I had some personal business to attend to in Winnipeg, I got my employer to reroute my return trip through Winnipeg. They got me a ticket that had me landing in Winnipeg on Sunday June 15, 2025, at around 12:10 am.

Consequently, on June 1, 2025, I searched online for hotels to lodge in during a visit to Winnipeg. I narrowed down my selection to 2 hotels, one of which was the Best Western Plus Pembina Inn & Suites on 1714 Pembina Highway.

The other hotel had some negative reviews about the complimentary breakfast offered there, so I called Best Western at about 8:59 pm Ontario time (please see attached screenshot) to ask them some questions that I had about their services in general. An Indian gentleman picked the call and answered my questions. I specifically informed him that I had noticed that their check-in time was 3 pm but that I would be arriving in town after midnight on Sunday morning; I asked him if I could still check in that early on my reservation, and he said I could very well do so.

Based on the information that I obtained from the gentleman, I proceeded to book a reservation at Best Western shortly after the call. A screenshot of my reservation’s confirmation email is also attached.

To my shock, when I arrived the hotel early on Sunday, the gentleman (Shuane) that I met at the front desk said that I could not check in at the time, and that I had to either wait till 3 pm to check in, or pay extra money to lodge in a room before my 3 pm check in. I protested and told him about my conversation with his colleague on June 1, I even showed him the call log from that date and asked him to confirm whether or not an Indian gentleman was on their schedule on the day and time I called. Shuane was quite empathetic, but said there was not much he could do until his Manager came in later in the morning. Exhausted from my long trip (I had a 7-hour layover in Toronto), I had to pay an extra $244.99 just to sleep in till 3 pm!

When I woke up later that morning, I emailed the Manager (Jenny) to register my displeasure with what had transpired earlier in the day. I then went to see her to discuss the issue. Jenny said she understood my frustration, but that she believed that it must have been a misunderstanding in communication between me and the gentleman I had spoken to on June 1. She reiterated that 3pm was their check-in time and offered to halve the amount ($244.99) that I was charged to sleep that morning. I responded and said it would only be fair for the whole amount to be refunded since I had been misled by her staff. I then told her to speak to speak to the guy who I spoke to on June 1 to confirm whether or not he asked me to check in that early and she promised to do so.

Jenny later confirmed to me that she had spoken to the gentleman, but that he denied any recollection of the conversation that I had with him. She also told me that Best Western is continuously training their staff to avoid situations like the one I was facing.

Based on the foreging, I am rating the Best Western on 1714 Pembina a "1". For organizations to earn the trust and loyalty of their customers, they need to demonstrate integrity at all times. It was unfair for a Best Western staff to mislead me into believing that I could check in earlier at their hotel at no extra cost, only to charge me for doing so. It is good that Jenny – the General Manager – later halved the charge for the few hours sleepover that I had that morning, but I don’t believe that I should have been charged at all in accordance with what their staff told me before I made the reservation.

By the way, it occurred to me later on that some organizations do record phone calls made to them. If Best Western does so, they may please check the recording of the conversation that I had with their staff on June 1 (starting at 7.59 pm, Manitoba time) confirm whether or not my...

Had a very terrible experience last night at the Best Western Pembina Inn and suites in Winnipeg. When I went into the room and there was a musty type smell, noticed of the bathroom fan was running making a racket. In the bathroom area it was like musty moldy type smell tired  I want to sleep got up have a shower didn't notice anything other than the smell.  Got up later to see bugs bugs all  the floor in the bathroom looked at the tub and I didn't know what it was but did not look pleasant. Reported my issue when i checked out.

Later in the  morning got a call from the assistant general manager of the hotel to advise  me that they Leave the fans Running All The Time because there's no windows that open so it helps keep  circulation so it helps keep that Musty smell away. She said that in the tub what I saw was rust.  Yes it is rust they are aware if it but have not fixed it yet. She said the bugs come because of humidity we're having problems with bugs these bugs come up the up the drains and you have to keep the fan running to keep the air circulating so that musty smell isn't there overall very disgusting state Her solution to my issues and how my sinus were plugged because of the smell, her only solution was sorry if you need assistance booking again let me know and I'll take care of if. So if you don't mind musty smelling room with bugs on the floor this would be the hotel for you. It's okay for them to charge you for a tub that's rusted plus bugs crawling on the floor with a sorry.  If you dont like rusty tubs and smell complete with bugs go...

Best Western Pembina is under severe criticism and protest by neighbours for installing parking lot search lights that create an overwhelming amount of light pollution. The charming setting on the Red River, with trees and grass, is now a nightmare of ultra bright halogens. Wildlife has fled, and the disturbing shadows have made the surrounding area feel very unsafe for walking and parking. There is no motion sensor, just full on glare. The glare reaches into rooms and the pool.

Just as bad is the implication that this is a dangerous community. BW is lowering property values. The river, green space and moon can no longer be viewed due to this unwise and paranoid lighting.

EDITED to reply BW management's response: Oh, that is quite an evasion. The blazing dog park light faces Northeast, away from the neighbouring residential building. Do not try to make us seem like pet haters. Obviously, a pet friendly hotel needs a safe place for dogs to bathroom. If I were taking a dog for a pee, I'd be embarrassed by the intensity of the light, but that's just me. Your response is snide and irrelevant.

The topic is: you've installed two intensely bright lights on a tall pole beside the river, that are angled so they glare into our windows from dusk to dawn. They face Southwest and do not illuminate your dog park. They are blinding, headache inducing and extremely invasive of the enjoyment of our homes. And your guests are complaining about the invasion, as well. We all use a...