Birchwood Inn, BW Premier Collection

My dog loved staying here, and the room was great for our five days. The staff were really helpful too. It got humid in the bathroom since there was no fan control, and I couldn’t open a window. The thermostat was set to 19, but it wouldn’t cool below 22.

We used to love this hotel as a family because of Pirate Cove and the pool, but it has gone downhill badly. The rooms are run-down, and on our last stay we found a large bed bug that had already bitten my sister’s hands. We reported it right away and showed photos, but the front desk questioned whether it was a bed bug. They told us to catch it in a cup if we saw another one instead of killing it. That response felt absurd and insulting while we were dealing with a live pest. They eventually moved us to a suite, but the attendant spoke as though we should be grateful for the upgrade. It didn’t make up for the stress, disgust, or possible contamination. After a bed bug incident, an upgrade is the bare minimum, not a favor. Between the poor maintenance, bed bugs, and dismissive service, this place has seriously declined. Families, especially those with children, should think twice before staying.

I’ve stayed here for years, but the last two visits were so disappointing that I won’t come back. The prices are out of control, over $300 for one night. On one stay with my two young kids, our room faced the pool and playground, so screaming carried on into the night while my baby and toddler were trying to sleep. The room was gross, the front desk staff were rude, and I found a live adult louse on the bed. I’ve attached a photo. The playground equipment wasn’t clean either. On another visit, they tried to charge me three times for the room. I had to pull up my bank history to prove I’d paid, then argue with the front desk for quite a while before they got the manager.

We had a spacious two-room suite with a great full kitchen, comfy beds, and a really quiet room. The hotel was very clean, and the staff were friendly and accommodating. Booking and making changes were easy, the location worked perfectly, and underground parking was a treat. I’d pay a bit extra again, it was worth it.