Best Western Plus Burlington Inn & Suites
1 review 2412 Queensway Dr, Burlington, ON +1 905-639-2700 www.bestwestern.com/en_US/book/hotel-rooms.66090.html suggest an edit
08 January 2024 17:41
This is in response to the hotel’s response: Thank you for responding and I appreciate your comments but this was a totally unacceptable stay and we believe that in good conscience, you should not be charging us full fee. There was a contaminated smelly broken fridge, broken toilet seat, broken tv, broken microwave, loud malfunctioning heating fan, unclean room, soiled bedsheets and lots of noise. Also u mention that you don’t give out staff names. Respectfully, I didn’t ask for staff names. I asked for the manager’s name. How else would a client be able to contact the manager? They usually even have business cards for guests and they are supposed to be there to help. I don’t feel that we have been taken seriously. We were paying quite a bit a money by coming every few weeks. That would have represented a significant amount of money for your hotel at the end of the year. Sorry that it went this way. Thank you for responding. Have a good day.
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Rented 2 adjoining rooms for 2 nights.
We stayed in room 218. Arrived Friday night to find a contaminated fowl smelling non working refrigerator. The heater fan in the room rattled so loudly, you had to raise your voice to be heard. Front desk gave us a choice, move to 1 of the 2 remaining rooms which meant losing access to the adjoining room and also moving closer to the loud ringuette teams staying there.or wait for everything to be fixed by Saturday morning. We opted for the repairs. Shenisse was the only good thing out of this fiasco. She kindly cleaned the fridge so that we could at least not be stuck in a smelly room with a contaminated fridge. Friday night was difficult between the loud rattling fan and the unsupervised tweens running up and down the hallway screaming late into the night.
No one showed up on Saturday and after reminding the front desk, someone came to replace the fridge at 4: 00pm. It didn’t fit and could not be opened. They said they would speak to “ the boss and come right back with a solution “. We asked when someone was coming to fix the fan noise and they stated that he had gone home. We also mentioned to them that we had also discovered that the tv did not work. They said they would be back. No one came back. During our stay, we also realized that the room was covered in dust, that the microwave did not work either nor did the toilet seat which would not stay up and had to be help up with one hand. We also discovered that the other double bed in the room had soiled sheets. You had to pull the blanket down halfway to see it. Very gross. The only clean bed was right next to the noisy fan. We again mentioned all of this to the lady at the front desk when we checked out. She was polite but disinterested and simply said she would let the manager know. I asked for the manager’s name and for an email address. She gave me the general email for best western hotel and only the first name of the manager.
I told her that it would be difficult to contact the manager this way and asked again for the managers’s name and email. She copied down an email and handed it to me. I again asked if she could please give me the manager’s full name. She told me the first name should be enough. I told her that it was customary to give clients full information regarding the managers name if asked. She told be that she didn’t know the manager’s full name. I nicely told her that I would wait while she asked someone. She then gave me the full name. Our cost for this very unpleasant weekend was $743.12. To recap. Contaminated broken fridge, ridiculously loud rattling heater, no tv, no microwave, very dusty room, broken toilet seat and soiled bed sheets topped with noisy unsupervised screaming kids late into the night. I would have at least expected an apology and a partial refund on room 218.
This was our third stay at this hotel in the past 4 months as we will need to be in Burlington every few weeks. However this past weekend has taught us what little value we have here.
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Rented 2 adjoining rooms for 2 nights.
We stayed in room 218. Arrived Friday night to find a contaminated fowl smelling non working refrigerator. The heater fan in the room rattled so loudly, you had to raise your voice to be heard. Front desk gave us a choice, move to 1 of the 2 remaining rooms which meant losing access to the adjoining room and also moving closer to the loud ringuette teams staying there.or wait for everything to be fixed by Saturday morning. We opted for the repairs. Shenisse was the only good thing out of this fiasco. She kindly cleaned the fridge so that we could at least not be stuck in a smelly room with a contaminated fridge. Friday night was difficult between the loud rattling fan and the unsupervised tweens running up and down the hallway screaming late into the night.
No one showed up on Saturday and after reminding the front desk, someone came to replace the fridge at 4: 00pm. It didn’t fit and could not be opened. They said they would speak to “ the boss and come right back with a solution “. We asked when someone was coming to fix the fan noise and they stated that he had gone home. We also mentioned to them that we had also discovered that the tv did not work. They said they would be back. No one came back. During our stay, we also realized that the room was covered in dust, that the microwave did not work either nor did the toilet seat which would not stay up and had to be help up with one hand. We also discovered that the other double bed in the room had soiled sheets. You had to pull the blanket down halfway to see it. Very gross. The only clean bed was right next to the noisy fan. We again mentioned all of this to the lady at the front desk when we checked out. She was polite but disinterested and simply said she would let the manager know. I asked for the manager’s name and for an email address. She gave me the general email for best western hotel and only the first name of the manager.
I told her that it would be difficult to contact the manager this way and asked again for the managers’s name and email. She copied down an email and handed it to me. I again asked if she could please give me the manager’s full name. She told me the first name should be enough. I told her that it was customary to give clients full information regarding the managers name if asked. She told be that she didn’t know the manager’s full name. I nicely told her that I would wait while she asked someone. She then gave me the full name. Our cost for this very unpleasant weekend was $743.12. To recap. Contaminated broken fridge, ridiculously loud rattling heater, no tv, no microwave, very dusty room, broken toilet seat and soiled bed sheets topped with noisy unsupervised screaming kids late into the night. I would have at least expected an apology and a partial refund on room 218.
This was our third stay at this hotel in the past 4 months as we will need to be in Burlington every few weeks. However this past weekend has taught us what little value we have here.