Prestige Cranbrook Hotel, BW Premier Collection

Aug 22/23 - dirty room which we couldn’t get a replacement for, stolen items: we chose this hotel because we had a great stay at a Prestige in another town - we arrived and went up to our room, shortly after found someone else’s bathing suit hanging off the back of our bedroom door. I brought it down to the front desk, notified them of the unclean room as they clearly hadn’t cleaned the door handles and who knows what else they didn’t clean. The front desk staff checked their computer and said the room is clean because it’s “marked clean”. I said clearly not because there was other peoples belongings. She wasn’t budging, said sorry and the room was clean. I’m not a professional cleaner but I feel me opening a door that had someone’s clothing that was on their naked body probably isnt considered clean for any other hotels standards. And I don’t care if the computer said its “marked clean” when I can see with my eyes it wasn’t, and she never came up to check the room herself.

The pool and water slide was great for the kids. They liked the arcade (bring coins, it’s not free). Bed and pillows were comfy and the room was quiet. They provide towels to wash the dishes, but bring your own dishsoap as there wasn’t any in our kitchenette. There was good stock of bowls, pots, pans, utensils etc.

Next morning we found 3/4 mountain bikes stolen off our truck, the bikes lock had been cut. Despite the front advertising video surveillance - we found out where we parked actually did NOT have surveillance. Now, it’s not the hotels fault the bikes were stolen. However the front desk staff told us after the fact that there is a large camp right behind the field we parked by. This was not told to us on check in, and they did see the vehicle we drove up in with the bikes so it’s unfortunate a warning wasn’t given.
So all in all - dirty room, which we slept in as it was clear no alternative was going to be given, and proximity to an area with theft - I would not stay here again and would not recommend it.

Good clean facilities

Updated, clean, very friendly staff

Breakfast was good.
Evening Bar was good.
FD staff were very courteous and helpful.

The Prestige Hotel hotels in Cranbrook seem to be over priced.
There is no complimentary breakfast as in a regular Best Western.
Our room was very clean and the staff are super friendly.
We were very happy to be able to use our Best Western points to pay for our room! We checked out the pool area, but it had no hot tub.

Being we had our dog the back, fenced in gree area was great! Convenient.

Friendly staff, coffee water bar, board games option and nice looking, good parking lot and restaurant on property with good food

An excellent stay. Conveniently located. Friendly, efficient front desk staff. Great amenities - onsite restaurant, pool with waterslide, exercise room. Clean, comfortable room with reliable Wi-Fi access. Had three meals in the restaurant - two breakfasts, one supper - all delicious. Wonderful serving staff. I will definitely stay here again.

Extremely disappointed with my experience at the Prestige Best Western in Cranbrook.

I made my reservation more than six months ago as part of a competition room block and used my debit card to secure and hold the reservation. After driving more than 1,000 miles to attend the event, I arrived at the hotel expecting a smooth check-in process.

Instead, I was informed that the hotel would only accept a credit card at check-in. A debit card was apparently good enough to hold the reservation for six months, but not good enough to actually check in. I explained that I had driven all day, was far from home, and had a confirmed reservation. I even offered to immediately go withdraw cash to cover the room and deposit.

The front desk clerk contacted the manager, but the answer remained no. Rather than work with a guest who had a long-standing reservation and was willing to pay, they canceled the reservation and left us without a room.

The most frustrating part is that this policy was never made clear when the reservation was booked. Had I known a credit card would be mandatory regardless of other payment methods, I could have made arrangements before driving across multiple states and into another country.

Leaving travelers stranded after a 1,000+ mile trip despite having a confirmed reservation is poor customer service and a complete failure in hospitality. I understand hotels have policies, but good customer service involves finding solutions, especially for guests who booked months in advance and are standing at your front desk ready to pay.

I cannot recommend this hotel based on how this situation was handled.

There is a railway at the back of the property. It is loud and goes on all night
(not constantly).
Recommend to request rooms in the lower numbers which means the room is closer to the front.

We had a birthday party there and the staff was amazing ..The room was huge the price was so good … thank you to the staff