Best Western Brantford Hotel & Conference Centre

I’ve stayed here many times for work, and it just doesn’t seem set up for people working. Breakfast doesn’t start until 7am, and it’s only a buffet when there are meetings in the conference rooms. The fitness centre doesn’t open until 8am; when I asked why, I was told management had decided that. Rooms in the Gretzky wing are nice, while the others could use an update.

The hotel is partly under renovation, and my room never got cleaned. Neither did my friends’ rooms. Breakfast was the usual cold buffet with powdered eggs. The sliding door in my room wouldn’t lock, with only a safety bar to secure it. They asked me to speak with the manager in the morning, but that didn’t make me feel any safer that night.

We didn’t sleep at all in room 110. The bed had a deep lengthwise dip, and in the morning we saw they’d tried to hide it by stuffing sheets into the gap. It was already very uncomfortable, and the dip left my husband in pain. The room was old and unpleasant, with bubbled wallpaper, a water-damaged desk, and a couch I’d rather not get into. The patio door was secured only by a bar, and the room was on the ground level. The GM was on site but wouldn’t come to our room when we called, and after checkout she didn’t call or email either. We’ve stayed at Best Westerns around the world and never had such an unpleasant experience. We’ve enjoyed our titanium status and been treated wonderfully for a week down the road at the Marriott. Save yourself the headache and book one of Brantford’s other good options. The breakfast wasn’t worth bothering with either. ***EDIT*** Maybe you should call me Joanne!? That never happened at checkout. Remember, you had Melinda & Tessa say you weren’t in, then you were in a meeting, and then on a call. We wanted to get this sorted before leaving, but none of that happened. I’ve never had such poor customer service from a management team. Eric from guest services said he’d read my email and reply or call me back, and NEVER HAS. I have no idea about any compensation. I assure you, we were waiting for you to come and you did NOT. Get your story straight before responding to a review, none of it makes sense. Their guest services manager did return my call, but throughout the conversation he was patronizing and dismissive, repeatedly minimizing my concerns. He also said another guest had slept in the same room the following night and “had a great sleep.” I found that unprofessional, irrelevant, and insulting given the documented condition of the bed. He also said it was acceptable because it was a “budget room,” which was just as inappropriate and didn’t fit Best Western’s brand standards or commitment to guest satisfaction. This hotel needs a management refurbish.

Most of the staff were nice, though a couple of the maids were rude. We couldn’t use the pool or gym because the smell was awful. Also, if you’re going to have refugees staying at your hotel, you should teach them how to treat people. The way they treated me when I was alone was scary.