Best Western Plus Revelstoke

I rarely post reviews, but I am hopeful that as a Best Western Diamond member, these customer friendly suggestions will be useful and easy to implement.

We stayed at the Best Western Plus (BWP) in Revelstoke, BC the night of 10 July 2023 before leaving early the next day for a hiking trip to Selkirk Mountain Experience – which, BTW, was a simply amazing trip. The BWP was recommended by the company and was our meeting place for departure at 0630 the following morning. This hotel was comfortable, clean, quiet, and well located, an overall good value. As mentioned by others, the coffee maker in the registration area and the cookies were both excellent.

We knew that with a 6.30 AM departure we would need to skip the complementary breakfast buffet (it was available at 6 but we were packing). However, when we arrived at the helipad, we learnt that low clouds would delay our transfer until early afternoon, so we returned to the BWP to wait. When we arrived at back at 9, the breakfast buffet was still open so we asked if we could take our breakfast then. We were told that it was hotel policy that guests could only enjoy the complementary breakfast before they checked out and as we had checked out at 0615 that morning, there would be a charge of $20 per person for breakfast. We ate at Starbucks instead.

That afternoon I received a survey from the hotel, and I suggested that they might wish to change this policy as it presumably affected few guests, the incremental cost of food for a buffet would be minimal, and most critically the hotel probably does not wish this policy to be the final impression for guests. I chose not to post this review. I am posting now because of the response by the General Manager, Mr. Peter van Wylick who sent an email later that day saying in summary: I apologize for not exceeding your expectations, we will use your feedback to implement improvements, consider staying with us again, and don’t hesitate to contact me directly for any assistance. I called the telephone number provided and left a message with my name and mobile but have still not heard back

I think that there could be 2 interpretations of the GM’s reply. First and unlikely, is that to expect breakfast after checkout the same day would be extraordinary. Far more likely is that he gives this same response to any guest who provides less than a stellar review. I believe this to be case because nowhere in his reply did he mention my specific concern, he has not called me back after I left a message, and in reading his reply to reviews on Google, they all seem to fit this boilerplate response. My initial concern was trivial; I am OK with whatever the hotel policy. The red flag for me is that if Mr van Wylick responds to all concerns this same way, if there is an important problem he may choose to blow that off as well. Take this as you will