Best Western Premier Hotel at Fisher's Landing — Hotel in Vancouver

8/11/21 I called for a quote for a (pet) room (2 queens) for my son and myself-and the front desk quoted me $159 a night, pet fee $30. I asked her if that included taxes like the rates I saw online and she said yes and if the pool was open and she said yes. I told her I would talk to my son and get back to her. When I called back to reserved the room a few hours later, I once again confirmed the price and she told me $189 to include pet fee and taxes. She said she would send me an email confirmation after I provided a credit card. After hanging up and not receiving email confirmation, I called back and asked her to re-send confirmation on the room. While waiting on the phone, she re-sent the confirmation after I re-confirmed my email. I still didn't receive it, but she said, "don't worry, you're confirmed for tomorrow." When I checked in on the 12th, they had the reservation, but I was charged $521. I knew there was a hold for incidentals, but I didn't understand the extra fees. I was told that there were taxes. When I explained to the Manager that I was quoted with taxes included, she explained that there were taxes and "sorry." I then asked if she would remove one night pet fee of $30 due to the mis-information and she said it is all included in the price and didn't have an option of removing the fee or changing the price. Agitated, I asked if it was too late to cancel the reservation and said that I would be charged regardless. I went ahead and scanned my card. She then asked me to sign a pet waiver form and I asked to see the room before signing each area of the form. When I went to the room, there was 1 queen bed, not at all what I had reserved on 8/11. I came back and told the manager that I had asked for 2 queen beds because I had my son too and she said, "there is a couch you can pull out that he can sleep on." At this point, I'm already paying over $200 a night in a non-4 star hotel and she couldn't give me what I originally requested not to mention overpaying for each night vs what I was quoted? Now, more agitated, I asked her if she could give me another pet room that was open with 2 queen beds. She did.

Pros: The girl that booked the room was very nice, however, I did tell the manager she needs to train the staff better prepped with information so these things don't happen.

The rooms are clean and the hotel well kept.

Con: I felt the manager was very unprofessional, non-accommodating, not taking into consideration that the idea is to keep people coming back to Best Western, to refer others (family, friends, neighbors, co-workers) and to give stellar reviews to include stellar reviews for her. Being a leader in HR for 30 years serving F500 organizations and using hotels for planning large corporate events, these kind of experiences alter the list I leverage for off-site meetings, conferences, parties, birthdays and work-planning sessions.

I don't expect royal treatment, but I do expect that there is accountability to action AND especially when the day you check in, the rate moves to...

Overall if you’re looking for a 3.0 hotel this one is ok.

Staff: 3.0 (except the night guy he was a 4.0) Room: 3.0 Cleanliness: 3.0 Pool: 3.0 Room service: Didn’t use it Restaurant: 2.0 Parking: 1.0

Hotel: Overall location is good. Amenities are overall good. There is no continental breakfast but they do have a restaurant/bar that serves breakfast, lunch and dinner.

Performed the early check in like the text asked so I could have my room at 1500 for a wedding at 1700, I arrived at 1455 and my room wasn’t ready even by 1610 when I had to leave for a wedding. P.S. normal check is 1600.

The first morning I wanted some breakfast as anyone would after a long wedding night. I came up to the restaurant and the hostess said they only have buffet style breakfast (eggs scrambled, cereal, bacon) nothing like an everything omelette that was on their menus. I asked why and she said too many people pre ordered breakfast. So, if you too many people pre-ordered breakfast… it becomes the same breakfast every other hotel gives you for free. (*)

Staff: I was greeted, not the nicest staff in the world except for the night guy he was very outgoing and nice. Very helpful with the lac of parking issues. (*)

Cleanliness: Cleaning was the reason I didn’t get my room in time yet when I finally checked in there was still hair in the shower. Dirt in all corners of the bathroom, the backlighting for the mirror flickered and was just annoying. Overall room cleanliness was ok. (*)

Room: Heat and cooling in room. Room has coffee maker, TV, wardrobe, desk with chair and a mini fridge. There is no microwave in the room so if you need to heat up food that’s an issue. Room was overall in good condition, with exception to: The back lighting on the mirror flickered and was a little annoying. Shower head was leaking and was not cleaned in a while had calcium buildup. (*)

Pool: Pool required some maintenance and cleaning sting chlorine smell over normal pools. (*)

Fitness Center: Didn’t use but it did have free weights and a couple of machines (*)

Parking: Parking is crazy at the hotel! It is a strait free for all and if the lot gets full you have to park at other businesses. We had to park at big all’s. They had a large U-Haul taking up 5 parking spaces and had the entire front baggage drop off full of cars. (**)

Wi-Fi: Speeds are slow average download speed about 10-15MB and upload speed about 5MB. Does not have a LAN connection in rooms. So if you want to bring your own electronics to work on projects, play videos or games might...

Horrible customer service. Called ahead of time. Explained that I knew it was 2:30 am. But I needed to get my family out of the car. We had been driving for 12 hours already. Was told " Come in. And your room will be ready" by the lady on the phone named Genie. I go 45 mins out our way. Totally wrong direction then we were traveling. Because there wasn't any other room available with an hour and half of the Portland area. So we show up. My 3 year old is crying cause he wants out. My wife comes back out to the car and says that we must be at the wrong place cause Genie the lady who had been working since 10 pm the night before. Says that she never talked to anyone over the phone. And that they were completely booked. After driving away we realized that we were emailed a confirmation number and a receipt from the lady that we talked to on the phone 45 mins earlier. So we go back inside and Genie basically calls us a liar and says that we never called there. She never talked to us on the phone. And she denied emailing us a receipt with a confirmation number on it. Even after showing her the email and my call log on my cell phone and search history. Showing that we were at the correct hotel and yes I had talked to someone working there for almost 7 mins and yes we did receive a confirmation email. Genie still turns us away. Doesn't offer any sort of alternative. We even offered to stay in the room that someone had just checked out of. We just asked for fresh linens and towels. And stated that we had no problem making the beds and cleaning the room at 4 in the morning. We just needed a room to get some sleep and let our son stretch his legs. Genie is a liar and rude. I will not ever go to and Best Western again. And I am usually traveling every other week or every 3 weeks and stay for 2 to 4 days at a time. And we always use Best Western. But not ever again.

I have tried to get in touch with the representative who responded to the review that I left. But haven't been successful at all. If someone could please send me some direct contact info. It would be greatly appreciated. Please...