Best Western Plus Fernie Mountain Lodge

The room was roomy and clean, the hot tub was great, and breakfast was excellent. The breakfast team were welcoming and friendly, and I have no complaint about their service. My problem was at the front desk, where I was treated rudely and charged for two extra people even though I had paid for four. I explained that at check-in, and the charge was removed, but it appeared again the next day without my consent. At checkout, the staff member blamed miscommunication between employees, offered no apology, and said she would reverse it, but wouldn’t provide further information. I still haven’t received the refund. As a Diamond Select member, I find the way I was treated very concerning, and the front desk staff were unwelcoming and impolite. To the manager: those fees should never have been added. I showed proof in my BW app that my payment covered four adults, and I’ve attached it to this review. The front desk employee initially got defensive and said I was wrong until I showed the proof. Nobody told me anything about waiving a fee. The front desk team need more training. The breakfast staff, on the other hand, were very friendly and provided great service.

The staff were so kind, and Marlon at the café especially made an impression with how warmly and thoughtfully he treated every guest. Our room was clean and well kept. We’ll come back to this hotel on our next ski trip.

The pool area, including the outdoor hot tub, is great. Boston Pizza is attached, which is handy, and the staff are friendly and helpful. The hotel is clean, works well, and is well maintained in a good location.

Fernie is a lovely town, and the hotel’s location is nice. It’s a standard Best Western, so nothing was wrong, but nothing really stood out either. Breakfast was better than what I’ve had at similar hotel chains.