Best Western Cranbrook Hotel

Our room had an awful smell and the front desk manager only offered a partial refund after several attempts of trying to rectify the situation. He did not seem professional and didn’t seem that he really cared. He blamed it on a long term stay that was in the room before we checked in…..something that I don’t believe he needed to share with us. He offered to move us to a downgraded room the following day for a higher cost which obviously wasn’t a fit solution in my mind. The next day he seemed more level headed and offered us a lateral move. The situation was handled in a poor manor, and I won’t be going back to this hotel the next time I’m in town.

Bathroom had hair in it, no room service available even with a restaurant in the hotel.

Booked for grand daughters 3rd birthday on March 22 2024, as she loves hotels and pools.
Booked this hotel, because it had heated indoor pool and adjoining rooms.

We booked adjoining rooms as we travelled with 2 families. This option was available with online booking, then checked with followup phone call.

Upon arrival, adjoining rooms are not an option.

Then told that breakfast is not included with booking.

So we as a large group head to the heated indoor pool with 3 grandchildren in tow to play have fun. Instead the pool room is extremely cold maybe +5c. Get in the water and it's even colder. we stayed for 3 minutes as we all got changed and the kids were excited about a pool.
Well, we all left shivering cold, went to room and put kids in the tub to warm up.
Later headed to MacDonald's to get some hot coffee and hot chocolate to warm up.
Headed to Boston Pizza to have a great birthday celebration.
Went to the local public pool in the morning and everyone had a great time.

In all services listed at time of booking are a sham we found after arrival. It's just a hotel room like any other, but more money

I'm sure some manager is getting a bonus for saving money by reducing the heat in the pool and cancelling breakfast included.

In all overpriced and dissappointing

A mismanaged opportunity for Cranbrook.

Book somewhere else and use local restaurants and the public pool, as it's heated, you will be happier.