Best Western Pembroke Inn & Conference Centre

Reseñas

• BB

  B

  2 days ago
  1.0
  Speaks for itself, do yourself the favour and ignore my google review, rather than acknowledging it and coming up with an excuse like the previous reviews. REFUND THEM IN FULL!
• MW

  Matthias Wendler

  5 days ago
  4.0
  Die Zimmer sind okay und geräumig in gutem Zustand. Das Personal ist sehr freundlich und hilfsbereit. Das Frühstück ist amerikanisch und recht einfach. Leider nur Holzbesteck und Pappbecher. Die Lage ist ein guter Ausgangsort, um Pembroke anzuschauen.
• TH

  Terry Hierlihy

  5 days ago
  1.0
  Best Western Pembroke Inn & Conference Centre Just wanted to give people in Pembroke area an idea of what you will receive for your money when you rent a room for a celebration at Best Western, Pembroke. We rented a room for our parents wedding anniversary. First of all, they will not allow you to cater your own food when renting the room, so you have to purchase through them. They don't show you ahead of time what the presentation or amount of food quantity you will receive. The cheese tray was $400.00, the fresh fruit plate $130.00 and the vegetable plate $100.00. We were there for 2 hours and didn't see any staff to check on us or pick up dishes. Also did not receive any refill on coffee. We did meet with management and they agreed that they didn't meet their standards. They offered a 15% discount on cheese tray and room rental. I just wanted to give people in the area a heads up so they are not disappointed as we were. Here is the response I received from Best Western Management Pembroke... See added photo below Just to be clear... I feel it is important to correct the record. The company's response claims that I demanded a full refund and threatened to take the matter to social media if I did not receive one. Neither of these claims is true. I never requested a full refund, when they presented a 10% discount I responded that I thought that amount was inadequate, nor did I ever threaten to take anything to social media. Those statements are blatant lies. I am disappointed that, rather than simply addressing the concerns raised in my original review, the company has chosen to present an inaccurate account of events. I stand by my original review and believe that customers deserve honest, factual and professional responses when they share their experiences. There were other challenges we had prior and after the event with poor communication and unanswered emails. The responses online speak for themselves from other users of the facility.
• JM

  Jacques Maltais

  Oct 6, 2026
  1.0
  I want to begin by saying that, in all of my travels throughout Canada, I have never experienced a situation like this at a hotel. I recently booked three rooms at the Best Western Pembroke Inn & Conference Centre. The booking process itself was straightforward and easy. At the time of booking, I was advised by a hotel employee that breakfast would be available from the menu. However, upon our arrival, we were informed that breakfast would instead be served as a buffet due to the hotel's new management. While this was disappointing and somewhat unexpected, we proceeded with our stay. We arrived at the hotel on Saturday, and the check-in process went smoothly. Unfortunately, the issues began the following morning. On Sunday morning, as we were heading to breakfast, I noticed that the charges for all three rooms had been placed on my credit card. I immediately went to the front desk to ask about this. I was told that the charges were only a temporary authorization or "hold" and that the funds would be returned to my credit card. This explanation was particularly concerning because the other guests had already provided their own credit cards and were subsequently charged for their respective rooms. Despite this, I was also charged for their rooms. The rooms were booked on September 26, 2026, and today is October 6, 2026. Despite making four separate phone calls to the hotel, I have still not had the funds returned to my credit card. During one of my calls, I was advised that the Manager had decided to charge all the cards to ensure payment. What I find extremely troubling is that this decision was made without informing me or obtaining my authorization to charge my credit card for other guests' rooms. If a hotel chooses to place a temporary authorization on a credit card, that is one matter. However, actually processing charges for rooms belonging to other guests—who had already provided their own payment methods—without notifying or obtaining authorization from the cardholder is entirely different. The lack of transparency surrounding this situation is extremely disappointing. More importantly, the fact that I have now made four phone calls and, more than a week later, still do not have my money returned is unacceptable. I have always expected a professional level of honesty, transparency, and customer service from a well-known hotel brand such as Best Western. Unfortunately, my experience at the Best Western Pembroke Inn & Conference Centre has been the complete opposite. I strongly encourage anyone staying at this property to pay very close attention to their credit card statements and to confirm exactly what charges are being placed on their card. Based on my experience, I would not feel comfortable assuming that the payment arrangements discussed at check-in will necessarily be followed. I am asking management to address this situation immediately, explain why my credit card was charged for other guests' rooms without my authorization, and provide a clear timeline for the return of the outstanding funds. This experience has seriously damaged my confidence in the property and in its approach to customer service. I hope management takes this complaint seriously and uses it as an opportunity to correct what appears to be a significant breakdown in communication, transparency, and customer care.
• AO

  Allison Orr

  Sep 29, 2026
  2.0
  We held our wedding ceremony, dinner, and reception at Best Western in September 2026. Overall, the planning process and communication leading up to our wedding were excellent. Chelsie was absolutely wonderful to work with—she was accommodating, helpful, and made us feel confident that everything was taken care of. Our wedding day itself was truly beautiful, and we are very grateful for her role in making that happen. Unfortunately, our experience with the food and kitchen service was extremely disappointing, and this extended beyond our wedding night. We also hosted our rehearsal dinner at the hotel. We made a reservation for approximately 40 people five days in advance and were provided with a limited menu for the group. Despite having advance notice and a set menu, some of our family members never received their meals that evening. Having family members sitting at our rehearsal dinner without receiving the food they had ordered was incredibly disappointing. We understand that large groups can be challenging, but with a reservation of this size and advance notice, we expected a much higher level of organization and service. We are not sure what expectations or standards are being set for the kitchen, but based on both the rehearsal dinner and the wedding, this was a significant concern. Unfortunately, the issue continued on our wedding night. The following morning, we were made aware that undercooked chicken had been served to multiple guests at our wedding. My mom brought one plate forward to Chelsie on the night of the wedding, but understandably, guests were not coming to the bride and groom throughout the evening to report issues with their meals. Several guests later told us that they were unable to eat their dinner because of the chicken. We were initially told that we could expect a discount due to the unsafe preparation of the food. After contacting Chelsie, we waited approximately two weeks while we were told the matter was being discussed with management/ownership. The final resolution was to remove the cost of one chicken meal, because only one plate had been formally brought forward that evening. We find this response extremely disappointing and unreasonable. It should not be the expectation that a bride and groom interrupt their wedding reception—or that guests approach them during the celebration—to report potentially unsafe food. The fact that only one plate was brought forward that evening does not mean only one guest received undercooked chicken. Multiple guests subsequently told us they could not eat their meal, yet we were still charged for those meals. A wedding meal is a significant expense, and guests should be able to expect that the food being served is prepared safely. When multiple guests report receiving undercooked chicken, reimbursing $30 out of a meal service that cost thousands of dollars does not feel like an appropriate or fair resolution. We were told that the hotel is now under new ownership, and unfortunately, this situation does not leave a positive impression of that transition. We genuinely felt that everything had gone seamlessly until these issues arose, which made the response from management/ownership particularly disappointing. To be clear, this is no reflection on Chelsie. She was wonderful throughout our entire wedding planning process, and we are extremely thankful for her help and professionalism. Our concerns are specifically with the food service and how management/ownership chose to handle these issues after the fact. We sincerely hope that management will take concerns like this more seriously in the future and review the standards and expectations being followed by the kitchen and food-service team. Guests should be able to expect that their meals will arrive, that food will be prepared safely, and that legitimate concerns will be addressed fairly. We loved our wedding day and are incredibly grateful for Chelsie, but we are extremely disappointed with the food service and how these concerns were handled by management/ownership.