SureStay Plus by Best Western Brooks

Rnu at the reservation desk made the whole process better. She was patient, professional, and incredibly helpful, making sure everything was clear and taken care of. Her friendly manner and extra effort meant a lot to me. Thanks, Rnu, for your kindness and amazing service.

Our stay was fine until something went wrong, and then the customer service was the worst I've ever experienced. We arrived on a busy long weekend, when Brooks had limited accommodation and people were lined up for rooms. My elderly mother became seriously ill that day. At urgent care she was diagnosed with sepsis, a life-threatening condition, and doctors told us to take her straight back to Saskatoon for specialized hospital care. We explained what had happened to the hotel. They said Booking.com had to handle the cancellation and refund. Booking.com agreed to refund us, but couldn't get the hotel to cooperate. During this medical emergency, the hotel repeatedly hung up on both me and Booking.com. This was already a frightening, stressful time for our family. Their refusal to have even a respectful conversation made it much worse. They told me they didn't want guests booking through Booking.com, yet after we left, they booked other guests into our room, effectively taking double payment. It's unethical and deeply disappointing. I grew up in a Canada where businesses cared about people, especially in emergencies, and that wasn't the case here. Their actions caused needless anxiety and stress during one of our family's hardest weekends. I hope Booking.com reconsiders working with this property, and I hope karma catches up with them.

The fair price, spotless and well maintained hotel, and thoughtful little extras made this stay memorable and worthwhile. When we walked in, a happy host greeted us alongside fresh flowers and a dreamy grapefruit diffuser scent, and we hoped we'd found a gem. My family loved the heated bathroom mirrors, the cute note from ‘the rag’, and the delicious complimentary breakfast. Thanks to Dimple for making our visit relaxing and pleasant. We'll be back.

Definitely coming back. The room was clean, nicely decorated, and thoughtfully put together, and the staff were friendly and helpful. Breakfast was amazing, with a waffle maker, sausages, eggs, bagels, muffins, and more.