I have stayed at this property—and many other Best Western locations—several times and have never had a complaint before. I fully understand that the room rates were higher than usual due to the Grey Cup, and that was my own choice.
However, during this stay, the amenities that I specifically choose Best Western for were unexpectedly unavailable. After checking in, we went to use the gym, only to be told by the front desk that it was closed. We then decided to enjoy the hot tub, but were informed that it was also under maintenance. Finally, we tried to use the indoor pool, but the water was extremely cold and uncomfortable.
When we mentioned this to the front desk staff, they appeared disinterested and simply said “it is what it is.” We explained that we had paid a significantly higher rate and were unable to use a single amenity, and their response was that we “should have called before booking.” I found that reply quite unprofessional, as guests do not typically need to call ahead to confirm whether standard amenities are functioning.
I have never requested a refund before, but in this case, I feel extremely disappointed, and I believe it is fair to request compensation for an experience where none of the expected amenities were available.