SureStay by Best Western Ottawa

Reviews

• TC

  Tia Christman

  Aug 8, 2022
  1.0
  I made reservations in advance of my stay for two rooms, near each other, and called the hotel directly to confirm the reservation. At check in a guest ahead of me in line did not have reservations and was offered one of two rooms, one the clerk stated was "pet friendly" and stained. She selected the alternative room. When it came my turn, I was told the only remaining rooms were on opposing sides of the building and one would be the "pet friendly" room. I questioned why, when I had already called to confirm our rooms would be near each other, and was told that it was all that was left. As the other guest of mine was 8+ months pregnant, I chose the "pet friendly" room, despite us both having allergies. The clerk was very kind and did say if the rooms did not work he would look into one of the executive rooms, however due to mobility issues, we needed ground floor. The room was dated and stained, but cleaned. The linens had stains, but again, you could tell they had been laundered. I spent the next two days driving with swollen eyes from the dander. A guest with reservations should be rewarded for their brand loyalty by having their reservations honoured, all other hotels in the nation do this. It is standard practise that a guest with reservations is given the rooms they requested prior to a guest without reservations. Unfortunately, this hotel decided otherwise. Again, the clerk was kind, but seemed to have his hands tied by some decisions made by his hotel to not adhere to the reservations I had confirmed. I will locate another hotel my next visit to Ottawa. In reply to the hotel: Our stay was for that said deployment, and it should not matter if I booked those rooms a day in advance (when they were told where to muster instead of the original location in Topeka) or a month in advance. The simple matter is that as a Best Western rewards member, I booked the rooms online, then phoned your hotel directly to insure that we would have rooms on ground floor due to mobility issues and that they would be near each other because of the other guest being so near to giving birth. If it is your hotel's policy to decide to not honour reservations but instead offer rooms to first come first serve, I will note that going forward as further reason to stay elsewhere.
• BM

  Bob McWhinnie

  Jun 22, 2019
  5.0
  Extremely clean, reasonably priced, quality amenities and friendly staff. What more could you want?

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