酒店回复: Dear Dwight,Thank you for taking the time to provide your feedback. We are very sorry to hear about the issues you experienced during your stay, and we completely understand your frustration.We apologize for the discomfort caused by the air conditioning unit and that it did not respond properly to the thermostat settings. We will be asking our maintenance team to inspect the unit in your room to ensure it’s functioning correctly for future guests.Regarding the coffee maker, we are sorry it didn’t meet your expectations. We understand how important that first cup of coffee can be in the morning, and we’ll review the model in your room to determine if it needs to be replaced.We also regret that you had trouble accessing the internet on your phone and that our team wasn’t able to resolve the issue. Reliable connectivity is something we aim to provide to all our guests, and we will review what went wrong in this case to improve our support.As for the incidental deposit, we understand your concern. Like many hotels in Canada and internationally, we authorize a temporary hold on a guest’s credit card to cover potential incidental charges (such as in-room purchases, room damage, or extended services). This is standard industry practice and not a charge—just a hold that is automatically released after checkout. Unfortunately, how quickly that amount is returned depends on the policies of the guest’s bank or credit card provider, which can sometimes take several business days.We are truly sorry to hear that your overall experience left you feeling disappointed. That’s never the impression we want to leave, and while we regret that we won’t have the opportunity to welcome you back, your feedback has been shared with the appropriate teams for review and follow-up.Wishing you better experiences in your future travels.

酒店回复: Dear Guest Thank you for sharing your feedback with us, and please accept our sincerest apologies for the inconvenience you experienced during your stay.We’re truly sorry that the jacuzzi in your suite was not properly cleaned upon arrival. That’s not the standard of cleanliness we strive to maintain, especially at the premium rate you paid. While our team did respond to your request and recleaned the tub, we regret that we did not take further steps to make things right, such as offering a gesture of goodwill.Regarding the fluctuating nightly rates, we understand how that can be confusing and frustrating. Our pricing is dynamic and can vary based on demand and availability, but we recognize that clearer communication around this would have helped set better expectations.We value your feedback deeply—it helps us improve and ensure future guests have a seamless experience. If you choose to stay with us again, we’d love the opportunity to provide the level of comfort and service you deserve.Warm Regards Front Desk Representative Best Western Premier Kamloops

酒店回复: Hello Jeanette,Thank you for sharing your feedback following your recent stay with us. We truly appreciate you taking the time to provide both positive and constructive comments, and I would like to offer my sincere apologies that your experience did not meet your expectations.While we are pleased to hear that you found the full kitchen a valuable feature, we regret that essential appliances such as the toaster and kettle were not readily available upon your arrival. Your observation will help us improve the readiness of our in-room amenities moving forward.We are especially sorry to hear that your rest was disturbed due to noise from the pool area, as well as other disruptions within the room such as the air conditioning unit and plumbing sounds. Please know that providing a peaceful and comfortable environment is of utmost importance to us, and we regret that we fell short in ensuring that for your stay.Your concerns have been shared with our maintenance and operations teams for immediate review and resolution. We are committed to identifying the root causes and taking the appropriate steps to ensure a better guest experience in the future.We sincerely hope you will consider giving us another opportunity to welcome you back, so we may provide the restful and enjoyable stay that you deserved from the start.Best Regards Best Western Premier Kamloops!

酒店回复: Dear Jhon,Thank you for taking the time to share your feedback. We sincerely apologize for the inconvenience you experienced during your stay, particularly regarding the elevator outage and the interaction at departure. Your experience does not reflect the high standards we strive to maintain, and we understand how frustrating this must have been.We’re currently reviewing the situation with our team to ensure clearer communication in the future and to better assist our guests during unexpected disruptions. Your comments regarding the door incident have also been noted and will be addressed as part of our ongoing staff training efforts.We truly value your feedback, as it helps us improve, and we hope you’ll consider giving us another opportunity to provide you with a much better experience.Warm regards,Best Western Premier Hotel Management

酒店回复: Thank you for choosing Best Western Premier! We're thrilled to hear that your last-minute stay turned into such a pleasant surprise. It's great to know that you enjoyed the spacious, well-equipped room and had the pool, slide, and fitness center all to yourselves—sounds like a relaxing experience! We're especially glad that our friendly and accommodating check-in made you feel welcome, and that dinner at Heaven restaurant was a highlight of your stay. Your recommendation and kind words about the value of money mean a lot to us. We hope to welcome you back again soon!

酒店回复: Hello Jungfu,Greetings from Best Western Premier!Thank you for bringing your recent experience to our attention. We truly appreciate your feedback, as it helps us identify areas where we can improve and ensure a better experience for all our guests.Please accept our sincere apologies for the confusion at check-in regarding your breakfast inclusion. We understand how frustrating it must have been to initially be informed that breakfast was not part of your reservation, despite having paid for it. We're glad to hear that another team member was able to promptly recognize and correct the mistake, but we regret the inconvenience and uncertainty this may have caused.We also apologize for the miscommunication regarding the location of your room. While our team strives to provide accurate and helpful information during check-in, it’s clear that we fell short in this instance. Your comments regarding the accuracy and consistency of information provided by our front desk staff have been noted and will be shared with our management team for further review and training purposes.Please know that we are committed to delivering a seamless and welcoming experience to every guest. Your feedback is invaluable, and we will take the necessary steps to ensure situations like this are avoided in the future.We hope to have the opportunity to welcome you back and restore your confidence in our service.