The staff at the Bestwestern are always happy! very nice..
The staff at the Bestwestern are always happy! very nice..
Stayed 2 nights for a course I was taking over the weekend with 2 others. We asked for a rollaway bed for the third person and one was placed in the room prior to our arrival. The rollaway bed was not very comfortable and it is a very tight squeeze to fit it into the room. Avoid the rollaway if you can. The double beds that were in the room are some of the most comfortable beds I have ever slept on. Its a bit much to need 5 feather pillows, but if you need them, each bed has them. Its really nice to see triple sheeted beds. I have had to pay closer to $250 a night to get that at other hotels. Bed spreads are usually the dirtiest thing you will ever lay on, but triple sheeting aleviates any concerns about bed spreads. The bathroom was clean but some additional tiling has been done around the tub and it looks a bit low budget with hints of mildew in spots. The A/C worked well and the temperature was stable. There was some noise from doors closing in the hall and a few thumps from other rooms, but I fell asleep because the beds were so good. Overall, I would not hesitate to stay at this hotel again.
My only complaint is the restaurant. I can't speak for their lunch or dinner, but breakfast is atrocious. I had an omlette the first morning and I had to keep checking to see if it was cooked since the egg was so mushy. The hashbrowns are deep fried hard wooden chips that might have been a potato in a former life. The second morning was very busy, they only had one server working and it took 50 minutes to get our food. They had blueberry pancakes on special and a young boy asked if he could have blueberries on his waffle. The server told him that they had to save the blueberries for the pancakes because if a lot of people order the pancakes they might run out of blueberries! Pretty sad. Two ladies walked in to eat breakfast but were turned away because they were saving the tables they had left for groups of 4. I guess if there are only 2 of you, you will not be permitted to eat at the restaurant. I was very, very dissapointed with the food and the service. Go for a Booster Juice across from the soon-to-be Future Shop (across the street - South) and avoid breakfast at the hotel!
We found this hotel by chance when other BW up the highway were full. The staff were helpful, friendly, and seemed to like being there. The property is well maintained, and located close to other amenities (Timmy's is next door!) and Duncan.
What stood out for us was the pub/restaurant food facility. The owners have put together a nice wine list (and yes, it's replicated in the offsale) and the menu easily accommodates a wide variety of food requirements. I have a serious nut allergy, one son is a pescatarian and the other can't have shellfish! We all found something wonderful to eat. The kitchen is allergy aware, which opens the menu choices considerably.
Our stay at the Best Western Cowichan Valley Inn was the worst mark against the Best Western chain imaginable. Aside from filthy rooms and less than par cleaning, two of my business associates were accused of burning holes in the carpets of their rooms for smoking and were charged $250 + taxes on that without them being aware of the charges. Neither associate smokes. We did not find out about these questionable charges until days after our stay. Our accountant caught the error. When we approached the hotel about the charges, the “manager” was abrupt and stated that we had burned the carpet and they had pictures. When we asked to see the pictures, the “manager” hung up on us and refused to take any of our calls. Being from out of town, we sent a friend to address the situation in person. The “management” again was abrupt and rude. We also tried to take the matter up with the Best Western customer complaint line and again received no assistance. I highly recommend that no one stay at this hotel.
Response from the Owner / Manager of the Best Western Cowichan Valley Inn
It is difficult to know where to begin when one reads a diatribe such as the recent 'review' of our hotel, but I will do my best by starting with how our hotel operates.
First and foremost, we are a 100% smoke free hotel. All of our rooms are non smoking and no cooking and we have areas outside the hotel where our smoking guests can enjoy a cigarette without getting wet or breaking any house rules or provincial laws.
When we check in a guest, we have them sign a special section on the registration card that signifies that they are aware that they are in a no smoking and no cooking room. In addition, should they allow any smoking to occur in their room, that they agree to pay a $250 recovery fee to properly re-clean the room for the next guest. This policy is not in place to punish a smoking guest, but rather to protect our non smoking guests and staff. Some people think $250 is a lot of money, and it is. But it costs a lot of money to clean the drapes and carpets and walls and extra pillows and bed linens and more. These are things that must be done as cigarette smoke gets into everything. The hope is that the fee will act as a deterrent and prevent the smoking from taking place. That is why each and every guest signs the same acknowledgement. Each and every guest, so that they can't say; "I didn't know."
Some guests either ignore that section they sign or think that they won't get caught or perhaps they think that they can get away with it because of how they will act. I don't know. Most guests accept responsibility for their actions when informed that we know they smoked in their room. Some respond in the most original of ways and try to get away without paying. Well, I'm sorry, but to let that happen would be disrespectful to all of our guests and all of our staff and we will not change our policy in these regards, no matter how badly some of our guests react.
We always let our guests know of the problem then and there. We never wait for somebody to discover it after the fact. Moreover, if the guest is staying for more than one night, we will always know the first day and we will bring it to our guest's attention long before they check out giving them plenty of time to change their smoking habits. We are always upfront with our charges and never, ever charge for anything without authorization. We have never charged a guest for smoking in their room if they haven't done so. Ever. And for the record, a guest's signature acknowledging responsibility for their actions, is authorization.
I believe that people have a right to their views and that those views should be respected. I do not live in a dream world thinking we will be perfect each and every time. We will make mistakes on occasion and will be the first to answer for them and make things right for our guests when those mistakes happen. But we will not apologize when it is not warranted. I have never felt the need to respond to a 'review' before but felt that this one required it.
Our hotel is the proud recipient of four consecutive Director's Awards from Best Western and we maintain a property score that has us in the top 10% of the chain. They hang on the wall for all to see. We don't get those awards by being a hotel that is dirty or poorly run. We are famed locally for the high quality of our food and the service of it. I, as the Owner / Manager, am immensely proud of the great job my staff do in this department.
You, the traveller will have many opportunities for choices in your life. We invite you to check out our hotel and see for yourself how we operate for real, and not just what you may read in a ‘review’. You can even call direct should you have any questions about our operation. We are very happy to let our efforts speak for themselves. Come and see for yourself why we are always regarded as the best hotel with the best food and the best service in the Cowichan Valley. And regardless of your decision in regards our hotel, we hope you have a great trip to the area.
Thank you for taking the time to read our response.
Food is excellent, spent at least 10 nights in their restaurant. A cozy restaurant with friendly staff, excellent service.
We picked this Best Western based on our previous experience with the chain and its location. Both my husband and I are not supposed to lift our suitcases so we were unpleasantly surprised to find that there was no elevator and our room was on the second floor. The hotel was full and the only possible switch was to a room on the first floor with a Murphy bed, i.e., a less comfortable bed. We opted to stay on the 2nd floor and as we were deliberately traveling very, very light, we were able to manage but it would have been nice if some one on the staff would have offered to help us (my husband is 76 and had recent surgery). Other than that beginning, everything was O.K., not great, but reasonable and it was nice to have a restaurant on site. Duncan is an interesting town and we very much enjoyed the totem tour the next morning as well as a really terrific farmer's market (Saturday).