Best Western Premier Freeport Inn N Ste

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.

I had an enjoyable 5-night stay at the Best Western Premier Freeport Inn Calgary Airport Hotel. Airport shuttle drivers were very friendly & pick-up from the airport was quick. There is a black colored courtesy phone for all the airport hotels on the wall to the right of the information desk near Door #7 (domestic section). The hotel shuttle stop is between Pillars #16 & #17 across Door #4 on the arrivals level of the airport. The standard King room was big with a well-designed layout. The micro, fridge, coffee maker, and safe were in the same hallway as the closet which led to the bathroom. I liked this set us as you don’t see the kitchen in the bedroom. Free toiletries and coffee/tea supplies were replenished every day, if needed. The room itself had enough lights and sheer curtains to let the natural light in while offering privacy. A/C was a bit noisy. Wifi worked great. There was only one elevator working during my stay. I was assigned Room 312 which is a crossroad room. Both sides of the hallway end at the door; the elevator, ice machine and vending machine are perpendicular to the door. The only noise I heard was when hotel guests were getting the luggage cart into the elevator. Pool, slide, hot tub, gym and one waher/dryer were not busy in mid-June and the onsite restaurant offered decent meals. Service was friendly and quick. There is a 24-hr snack shop behind the front desk area which offers candy, chips, drinks and even frozen meals which you can heat up with the micro in your room. There aren’t much choices food-wise if you don’t have a car. There was an incident on the early morning of my departure. A little before 3 am one of the hotel guests who may have either been drunk or on drugs was pounding and kicking several room doors on several floors of the hotel. I woke up hearing a lot of noise from the room above me, thinking that the hotel guest had just arrived from the airport. About 10 minutes later the disruptive guest was swearing and screaming near my door, then the pounding and kicking on my door occurred. I called the front desk to let them know what was happening. I guess someone came up and the commotion stopped. Everything began again about 10 minutes later with pounding, kicking and screaming happening at the room above me on the 4th floor. Then the woman did the same to my door. I called the front desk again and this time the staff told me to call the police directly. I thought this was weird as wouldn’t the hotel security do this as well as take care of the issue. I later found out that the police arrived a little before 4 am and that several guests called the police directly. Maybe this is needed for a quicker response from the police.

Very disappointed in the customer service here. I called weeks ago to confirm the hotel has free week parking during my travels and the guy on the phone said yes no problem. When I arrived they told me it was full and I couldn’t park here.