Stayed here two nights on business because of discount room promotion. Found the hotel to be dated, a bit dirty and inconveniently located. Room size was OK, but again it seemed dark and a bit dirty. Decor was old and carpet definitely needed replacement.
On a positive note, the hotel offered complimentary breakfast which was very good.
Would not stay here again.

I wish I could give this hotel a "worse than terrible" rating. I normally don't read reviews of hotels before I stay because I like to keep an open mind. Having read the reviews for this Best Western after getting home, I agree with all of the poor reviews. I'm also not surprised to hear all of the horrible things being described, because had we not gotten fed up and left to stay at the Delta (much, much better...worth an extra $40 a night) I think we would have run into most of the disappointment, annoyance, frustration and p'o'ed-ness that other reviewers have felt.

We arrived to check in at 3:30pm after a smooth drive up from Calgary. We were told by a front-desk staff member that their systems were down, and were unable to check people in at the moment and she asked us to sit down and wait in the lobby until the systems were back up. Okay, no biggie, we're patient. As soon as we sit down, another staff member invites another guest up the desk and begins to manually check her in while the other lady who had told us to sit down just continues to not make eye contact with us or invite us up to be manually checked in. Side note - the lobby was a sauna and made this whole debacle much more uncomfortable. We got in line again, there was the girl who had originally told us to wait, and a manager standing at the desk doing a whole lot of nothing while the line continued to grow to about 7 people deep. Finally, we were invited up the desk to check in, and we were told they couldn't find our online reservation. Two minutes later, it's found, we begin the check in process, and are then told that they are unsure of what rooms are available at the moment. They took our credit card imprint and we were told that we need to sit down again and the girl at the front desk would run upstairs and do a manual check of what rooms are available. Another few minutes go by and then we are given room keys. We manage to make it up to our room, feeling relieved, open the door and are greeted by two people having fun in bed. Awkward, yes. Angering, yes.

Back downstairs we go (by now we have been in the hotel for about 40 minutes) wait in line for another 10 minutes, while the other staff members stand around while one girl does all the desk work. We tell the girl at the desk that we were given keys to someone else's room. Rather than going oh, gosh, I'm so sorry, she profusely blames the housekeeping staff for telling her the room was empty (same girl who said she would go upstairs to check the rooms herself). She tells us to wait AGAIN and so we do. By now, I'm sweaty, hot and mad I go straight to the computer and get the phone number for the Delta. Made that reservation and waited in line again to tell front desk that I am out of there. We get to the front and told that we would still be charged for having made a reservation and that we were unable to cancel the room reservation without being charged. Under normal circumstances, I could see why they have the cancellation charges, but after all this I was not having it.

Spoke with the person I believed to be the manager (was wearing a suit) and after turning into the customer from hell who loudly complains and puts up a fight we were told that we could cancel our reservation and that our credit card would not be charged. Got his name and card and will be personally calling him if it does get charged however having read the other reviews, not sure that I will be able to get anything resolved through management if it does.

Like I said before, I'm glad we got out of there when we did because i'm not sure if it would have been any more of a pleasant experience if we had stuck around. We got zero apologies except when the computer system or house keeping were being blamed by the front desk staff. I work in customer service, and my husband has been a part of the hotel industry for years now and I understand that sometimes computers crash, but having contingency plans for when that happens and begin able to work through it (smoothly) would allow me to give them more credit. Instead, it seemed like you know what hit the fan and customer service, professionalism and courtesy went right out the window. Just awful.

If you are going to stay Best Western, I recommend the Westwood Inn over on Stoney Plain Road. I've never had any problems there before, and it makes me mad to see how this Best Western has put a black mark on the normally good reputation of Best Westerns. Don't trust management to be able to make things right, instead you get a grumpy unprofessional man in a suit who tells you its not his fault and makes a face when you tell them you're leaving and going to the Delta.

p.s. Go the Delta.

Excellent service and very friendly environment staff is very friendly. You feel like home and overall a fantastic stay.

Stayed between April 21-23, 2012. This is an overpriced "cheap" motel. We arrived to a lobby with sauna like conditions and a room even hotter. It was 27C in the room. We called to the front desk for assistance but the maintenance staff had left for the day. That was 4PM. The heaters in the room were pumping out warm air even though the thermostat was turned down to 10 degrees. We finally got 2 fans from the staff and it took til the evening of our second day to cool the room down so you could sleep. We asked for a quiet room, away from the pop machine and ice makers. The girl at the check in desk showed us our room on a map, pointing out the location of the ice machine. That was BS. The machines were 2 rooms away. The duvet on the bed kept sliding off the bed and it was next to impossible to get any sleep because we were constantly yanking on the duvet to keep it off the floor. The volume control on the TV didn't work and the housekeeping was hit and miss. We were missing towels both days and tolietries on the first day. The shower was a trickle. When we complained to the manager upon checkout he made no effort to make things right. He did offer us a 30% discount for a return visit. WTF, we're not coming back, This place should start a new category for the Best Western chain. How about Best Western "MINUS". Not worthy of the Best Western name. This is not a place to recommend to anyone.