Best Western Inn & Suites — Hotel in Ontario

I had decided to just see how far I got for the night and not make a reservation anywhere. I ended up in Ontario, and Best Western had the best rate for a decently rated hotel in the area. I showed up and asked what the rate for a room was, and was given a rate 34% higher. So, I asked if she would honor the online rate, and was told I had to book it online to get that rate. I commented that this was a pretty poor policy, and poor customer service, and that seemed to cause her to absolutely flip out on me. She told me I didn't know how hotels worked, that I didn't know how to make a reservation, that they were now mysteriously full and I couldn't have a room, and she stormed off. I made the reservation online because, well, come on. I had to ring the bell to make her come back (honestly, I hate doing that and try to be as nice as possible to anyone working in customer service). She did, and acted like nothing happened. I asked why she was being rude to me before, and she flipped out on me again, told me she was going to call the police, and again that they were full. I said I had a non-refundable reservation at that point, and she told me I didn't. I did. I did want the price, I didn't want to go anywhere else, and just wanted a place to stay, so I decided to apologize to her (I had to make something up, because I have no idea what I would possibly apologize for - she never seemed to consider apologizing to me). It took me several minutes of asking her to just listen to me for a second before I could even start an apology. Throughout all of this, she didn't have any interest in listening to a word I had to say.

For whatever reason, she "upgraded" my room. Maybe this was her way of apologizing without saying it, but I think it was more that she had the room keys for these two rooms - one a suite with a jetted tub, and the other a regular room with a jacuzzi - just ready to go. I told her I didn't want an upgrade, but she forced me into the suite. Fine. After all that, though, the room hadn't even been cleaned. It looked like maybe the bed was made, but there were piles of garbage in the kitchen area, bathroom, and living area. I went back up front, and she told me she would have to go check the room before she would give me another one. Whatever.

I was put in the jacuzzi room. The jacuzzi didn't work right. The bed was terrible. The room was loud next to a main entrance. I turned the heat down to 64 and it still never turned off, so I had to turn off the unit completely and ended up cold in the morning. The shower wouldn't drain until I removed the plug completely, and it was low-pressure. They were too cheap to offer individual bottles of shampoo & conditioner, and the conditioner dispenser in the shower didn't work. The woman from the night before was very insistent that I would get an invoice under the door and I could just leave the keys in the room - that didn't happen. The breakfast room was tiny and the woman working it didn't seem to care we were all shoved in there - she was just pushing her way in front of everyone to do her work. I had to go back to my room to eat because there were maybe four tables and they needed maybe twelve just for who was there. Remember that this hotel was clearly nowhere near full, too.

There really wasn't anything good to say about this place. I responded to the survey Best Western always sends, and of course I just got the generic form letter from the manager. It seems the issues with this hotel come...

I travel a lot for work and regularly stay at different hotels for business. Being so I have stayed at other Best Western's and know the quality and name they have built and amassed from the founder M.K. Guertin. Being so I do not write this review lightly. My family and I stayed at this hotel for a family emergency. We had been driving all day and needed a place to stay for a few hours to catch up on sleep. We arrived around 10PM. We grabbed our keys from the front and went to our room. We opened up our room and as soon as the door opened a strong and pungent smell of cigarettes hit us. The smell was so bad it reminded me of the old bars that use to allow smoking inside before the laws had changed. We double checked the room and it was indeed a non smoking room. We had small children ages 3 and 7 and wanted to get them a clean room. My wife and I discussed and assessed the situation and she went and spoke to the front desk. Here she spoke to a gentlemen at the front and advised him of our room and the terrible cigarette smoke it reeked of. The gentleman confirmed it was a non smoking room. He then gave her a little black machine that is suppose to be a some kind of deodorizer. He then apologized and told her " I wont charge you" He also provided her a receipt showing that the balance was $0.00. My wife came back to our room and advised us what had happened. Our understanding of this is that there were no more rooms available and to make due use to provided deodorizer. Being so we assessed that we would not be charged for the room. We connected the machine. To our surprise it did not actually work and it looked like it had an alarm clock like an old coffee maker. We tried to make the best situation of it and opened up all the windows and went to sleep. We unfortunately did not sleep much that night and we kept coughing. Finally about 6am we just couldn't do it anymore. So we decided to leave just to get some fresh air. We stayed a total of 8 hours in the room but probably only slept about 5. We made our peace with this and thought hey things happen maybe they were out of rooms this time but they tried to make it right. We checked back our card the next few days and saw that we had indeed been charged $150 for the room. My wife called and spoke to a guy named "Mike" he proceeded to tell my wife that she was WRONG and that they would not do that or promise that. When she told him she had a paper showing $0.00 he told her that that was just showing we had paid. He proceeded to interrupt her and became very aggressive and agitated to the point he told her several indecencies full of vulgar language. I myself later called and he became also became aggressive with me. My point to all of this was never to get a free stay or my money back. I only ever wanted one thing and that was a rest full nights sleep and would have gladly paid the $150. Regretfully instead I find myself writing this review mostly I feel as a cautionary tale to all those with Small children. However my wife and I also do not appreciate being lied to or being called a liar and then insulted. Check your cameras and see for yourselves. I also have pictures and video of the "deodorizer" not working. I know the quality a well oiled and run Best Western can be. However this one leave me with a sour taste. I have had great luck with other hotel chain's going forward I feel I will have to perhaps look elsewhere for...

I expected more of a Best Western. Our room smelled like smoke and the offered alternative smelled like urine (of the options, we chose the smoke). We were startled by an extremely loud noise when the guests above us used the shower/tub (seriously loud - like a jet engine). In the morning, our shower water would not get hot, even though the sink water did. We informed the front desk and an employee attempted to come confirm it but she wore her mask below her nose and we weren’t comfortable with her entering the room. She confirmed that the water was not hot after we left the room and told us that we would be contacted by management to discuss compensation/discount. We were not contacted that day so we called the next morning. We were told that when maintenance looked at the room, the water was hot (even though the employee had confirmed that there was no hot water earlier). We were offered $30 (about 20%) off the room rate. I appreciate getting something but it doesn’t feel like enough for the issues and state of the room. To their credit, the bed and surfaces in the room were very clean. The maid service is doing a good job but it wasn’t enough to combat the lingering smells of the rooms. Also, if you’re concerned about Covid, know that protocols are not enforced. All staff wore a mask, but most wore it below their nose. Maybe 10% of guests that we encountered...