Best Western Plus Fergus Hotel

We picked the Best Western Fergus Hotel because it was an affordable, practical base for the Elora Christmas Market. Check-in went smoothly, and the front desk staff were friendly. Breakfast was adequate. We did run into small problems with the hot water temperature and the TV casting, but the staff were excellent and we had a pleasant stay.

The breakfast was awful too. Those so-called freshly made pancakes were inedible, and I won't stay here again. We'd booked two nights through Expedia, but left after the first when our one-year-old son developed a fever. I asked reception about getting the second night refunded. They said Expedia had to decide; Expedia said the hotel had to decide, and when they contacted the hotel, our request was denied. I explained again that the fever was unpredictable and that I understood the 48-hour cancellation policy, but hoped they'd show some sympathy. Reception again directed me to Expedia, then told me to email the hotel. The email response said there would be no refund because of the policy. I understand policies. I've worked in retail and customer service, and I run a small business with my own cancellation policy. I've never kept someone's money over an unexpected illness, especially a child's. I feel big companies can be greedy. Management can explain the policy in a reply, but the hotel had the power to decide and chose not to.

The location made getting around easy, and my room was clean, cozy, and larger than I expected. Breakfast was simple but tasty. The staff were so welcoming and friendly from the start. I really enjoyed staying at the Best Western Plus Fergus Hotel and would come back.

The room itself wasn't very nice, and the carpet was dirty. Our wifi and TV also didn't work, so we asked for a partial refund or some kind of credit since those features were advertised. The staff member said other people hadn't complained and called us rude for bringing it up. I've stayed in more than 20 hotels and Airbnbs and have never had such a horrible customer service experience.