Best Western Plus Vancouver Mall Dr. Hotel & Suites

The staff were dismissive and rude when I tried to sort out two problems. I had to cancel my last day because I couldn't stay, and they told me there was nothing they could do. I later found out that wasn't true. I also left my Apple earphones at the hotel. I contacted them the very next day and could clearly show through tracking that the earphones were inside the hotel. Staff said they weren't there and showed no interest in helping me get them back. I felt uncomfortable with how I was treated, which came across as discriminatory and lacking basic respect. It was a very disappointing and unprofessional experience, with a serious lack of integrity, customer service, and accountability. I wouldn't recommend staying here.

Katelyn at the front desk greeted us with such a warm smile. Her customer service and knowledge were impeccable, and she found us the perfect room. She made our family feel cared for and important. That kind of service is rare. We highly recommend staying here!

Larry and the other front desk woman, whose name I can't remember, were both super friendly and accommodating. They helped with our requests for bottled water and a late check-in, and addressed our maintenance concerns. That's why I'm giving two stars, though I won't be returning. We checked into a two-bedroom room and found a clump of hair on a bathroom wall. All the soap bottles were empty, and the toilet clogged on the first flush. Cleanliness needs a lot of work. When I went down for breakfast at 7 a.m. Tuesday, there was barely anything for my baby: one spoonful of scrambled egg left and no milk.

This was incredibly frustrating. I used 5,000 points in my Best Western app to book Saturday, 1/17, on Monday, 1/12. Then I needed to cancel and rebook for Friday, 1/16. I canceled within the app's stated window, which said there'd be no charge. The app confirmed the cancellation and returned my points. I made the Friday booking, but was charged more than 72 hours ahead for Saturday, 1/17. I've been charged on the day of arrival before, but never 72 hours early. When I arrived Friday, I had to pay again. I did, even though the other charge was still pending. The 1/17 money was still on hold seven days later. Luckily my bank reversed it, though Best Western was the one holding it in limbo. Why are the policies here so different from every other Best Western I've stayed at?