Our stay at Best Western Chocolate Lake was something straight out of an episode of "Hotel Impossible". We must have stayed at 8 or 9 hotels across Quebec, New Brunswick, Nova Scotia and Prince Edward Island during our 3 week road trip and this was the worst hotel that we stayed in.
First, the rooms are small , dated and boring. I asked the front desk for a Queen Suite with a Lake View and was upgraded for a small fee .. except the suite was facing the parking lot. The room itself was very small and badly laid out so that you kept bumping into furniture. The bedroom with 2 queens was so small that there was no space to set up our Baby's Pack N' Play in there.
Second- The staff at the front desk seems badly trained or just arrogant and unfriendly. I was struggling to get the luggage cart through the front door with all the baby luggage. My wife was pushing the baby stroller. The Front Desk just stared at us without offering or sending someone to help. In fact one of them laughed at us and said I should make more trips rather than try pushing the luggage cart.
Third-On our second day ,housekeeping did not clean our room.We left the room around noon and returned at 7pm to find this. I do understand that sometimes things get missed and this was not the end of the world. However, when a mistake happens, you expect the hotel to recognize this inconvenience , apologize and fix the issue and do whatever it takes to make sure you leave the hotel a happy customer. Unfortunately, when I called the front desk, I had the misfortune of interacting with the acting GM (Jill) who was rude, argumentative and had trouble controlling her temper. I would say that someone with these qualities should not be in the customer service business , let alone be the GM . Jill first asked me if this was the only problem I was having(Hmm.. yes the only problem ..I had a dirty room , no clean towels, trash cans full, bed not made up).. then she explained how the staff had mentioned in their notes that the privacy sign on our room was on . As I explained that the sign was not on the door, Jill's next excuse was that the sign must have fallen down and not pushed under the door properly confusing the cleaning staff. Once, I explained that this was also not the case, her next excuse was that the sign fell from the table in the room and the staff opened the door and got confused and left without cleaning the room.
After this frustrating conversation, she offered to come up and clean the room... this meant multiple trips.. one to scope out what was needed , next to get get 2 towels (no wash cloths because Jill did not know where these were kept)... next to get some more towels because a family of 3 with a 1 year old toddler probably needs more than 2 towels and we had to ask her for some more.Last but not the least , when I explaIned my frustration to her, she proceeded to tell me how they needed to train the staff and how she would email the head of housekeeping.(i wish someone would tell Jill that as a customer, I don't care whether you need to train the staff or send email to whoever, I paid for a room.. the room has not been cleaned, I am not happy with this experience and you need to make sure this is fixed instead of arguing and making excuses.). The last straw was when she stood there , her face red with anger, asking me if I was now happy that she had cleaned the room ...( hmm..what do you think ... you standing in my room at 8:30pm should answer the question).
Last- A couple of other small things... the front of the hotel has limited parking.. if you have children and/or a lot of luggage , this may be an issue. There is additional parking at the back but depending on the room location, it may be very inconvenient and as I indicated earlier, don't expect any help from the staff.
Halifax has many options in terms of hotels and I would have happily paid a little more if it meant that my 2 night stay was drama free and comfortable and I did not have to waste 2 hours arguing with incompetent staff who don't understand the concept of customer service. My advice to fellow travelers is to avoid this place and look elsewhere .There is no price for peace of mind and for a guest enjoying their vacation.
(and just to complete the experience, on checkout , no one asked me how my stay was or apologized for the experience.. the words as I remember them were "You are all paid up ..take care".)
- Official Description (provided by the hotel):
- BEST WESTERN PLUS Chocolate Lake hotel in Halifax, Nova Scotia is newly redesigned, offering you exceptional comfort in a gorgeous, convenient location. Visiting Halifax for business or pleasure? BEST WESTERN PLUS Chocolate Lake is the ideal hotel for you. We have everything you need and more, all in a tranquil lakeside setting. So trust the brand that makes travellers feel comfortable worldwide. This Four Star Canada Select property offers Free Hot Breakfast Buffet, Free Parking, Free Wireless and Hardwired internet, Games Room, Saltwater Pool, Hot Tub, Exercise Facilities, Conference Facilities and the Lakeside Grill. We complete the experience with a resident Chocolate Lab named Cocoa. ... more less
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- Also Known As:
- Best Western Halifax
- Halifax Best Western
- BEST WESTERN PLUS Chocolate Lake Hotel Halifax, Nova Scotia