Best Western Premier Freeport Inn Calgary Airport

This property does not even deserve one star.
Dirty. That is the only word I have for this hotel.
I originally posted a review on our first day at the hotel, but after spending several more days here, I felt it was necessary to update it to accurately reflect our full experience.

We checked in on Monday after several hours of travelling. The first thing I noticed was how hot the hallways were, which seemed unusual given that it was 31 degrees outside. When we entered our room, everyone immediately commented on the odour. It smelled as though someone had recently occupied the room, and if the bed had not been made, I would have assumed that it had not been cleaned prior to our arrival.

Our concerns only grew from there. We found what appeared to be faecal matter on the shower curtain, greasy fingerprints covering the bathroom door, and crumbs on the carpet. The condition of the shower curtain was particularly alarming. We immediately notified the front desk, and I want to acknowledge that the employee who assisted us was professional and promptly moved us to another room.

Unfortunately, the second room presented its own issues. As soon as we turned on the air conditioning, my entire family began sneezing and experiencing congestion. Although we were exhausted from travelling and decided to get some rest, we continued to notice troubling signs of poor cleanliness throughout the room, including stains on the bed sheets, crumbs and hair behind the bed, food on the carpet, hairspray residue on both the vanity and main mirrors, and, once again, greasy fingerprints on the bathroom door.

My partner contacted the general manager, and in his initial response, he advised that we would receive a 50% discount on our stay. At the time, I viewed this as a genuine attempt to make things right. However, I still chose to post a Google review because I do not believe that a discounted rate excuses serious cleanliness concerns. Guests have a right to know the condition of the property they are paying to stay in.
The following day, after our review had been posted, the general manager sent an updated invoice that applied the discount to only one night of our stay. From our perspective, the original offer changed after the review became public. When we raised our additional concerns regarding the condition of the hotel and our room, those concerns were largely ignored.
In one email, the general manager asked us to stop by the front desk to discuss the situation in person, which we did on Wednesday evening, our final night at the hotel. During that conversation, he acknowledged that he had taken both our concerns and our review personally and apologized for our experience. However, he refused to accept responsibility for or acknowledge the overall condition of the property.

For our own peace of mind, I requested copies of the hotel's cleaning records and logs. I made it clear that I was not seeking any personal employee information; rather, I wanted reassurance that the hotel was being maintained to the standards expected of a "Premier" property. The request was denied. While I understand that certain records may be confidential, the refusal to provide any evidence of cleaning standards only added to our concerns.

I am not writing this review simply to vent about our experience. I am sharing it to inform other guests, particularly families, about the condition of this hotel and the level of customer service we encountered. Given the hotel's proximity to the airport, many travellers likely stay only briefly and may not notice or report these issues. Unfortunately, our experience left us feeling that management was unwilling to address legitimate concerns or take accountability when problems were raised.

Our family's vacation was overshadowed by stress and disappointment, and based on our experience, I would strongly encourage prospective guests to carefully consider their options before booking this property. I would also like to add, based on previous reviews, cleanliness is a common complaint. The general manager, Bhavarth, replies to each low review saying that they take maintenance and cleanliness very seriously. The complaints date back 3 years. They do nothing to rectify these issues. Stay far away from this property.

This hotel was ideal for us as it is so close to the airport and we arrived late. It is a lovely hotel. The rooms are large and the beds are very comfortable. The restaurant food was good and the staff are very kind.

Convenience

Nothing

Had everything i need it

The front desk staff was AMAZING! There was a snafu because we booked online. There was no pet room available when we got there. And no suite available. Long story short, they got it figured out! We got a pet room and a king suite! It worked out perfectly! The room was SO comfortable after a long day of traveling. Especially because of the stampede and no other hotels available we really appreciated the staff going above and beyond to help us. The pet area was close to the room and great. The coffee was great. Thank you!

Location is very close to airport. Room size is good.

Das tolle Whirlpool in der Suite.
Wir konnten etwas früher einchecken.

I liked the location.