Best Western Plus Chateau Inn Sylvan Lake

This was family trip and you would think that front desk would have better customer skills. The 2 ladies working on August 4th in the afternoon were plain out rude non helpful/racist. We tried checking in at 310PM and we were confirmed that our room was ready. Mimd you check is 4PM. The lady with short hair who wears a black bag said if we checked in it’s an $30 for early check-in. This was 50 minutes early before a 4PM check-in. The $30 was not an issue. But in no hotel have I have ever been asked this and we travel lots and stay at hotels regularly. So, I said we will wait. A lady walks in after we were denied 50 mins early check-in and saw her walked with hotel keys in hand asking her if she was able to check in, she said yes. I went back inside the hotel and I saw that the same ladies at the front were also checking in other people. I was here before this lady and she told me that she was able to check in so why did you deny us from checking in and she’s like oh we can do early check-in if it’s after 3 PM if the rooms are ready. I told her we were here at 3:10 and we were clearly told that our room was ready and they even went to go check upstairs to see if it was ready and they came back to say yes but yet you wouldn’t let us check in, asking us to pay $30 on top of the stay. We also brought my daughters dog as well and we also paid for the pet fee and couple hours later we get a call to the room asking if we paid the pet fee. Worst experience ever!

Location of the hotel was ideal for families

We were in the hotel the same night as a hockey tournament. Kids were running up and down the halls screaming until midnight. My husband and I called front desk several times with no luck until he came out to the lobby to confront parents. There were several parents and probably a dozen kids. They had words until front desk said they were calling the police .my husband said finally your doing something about this noise. Next thing we know we are being asked to leave the hotel. We were not the only others complaining and we were not disturbing other guests yet we are asked to leave and not reimbursed for our stay. So unacceptable this hotel and entire chain gets a big 0 will never stay with best Western again.

The staff at the hotel are absolutely amazing. We had a large group for a family vacation and the staff was exceptionally helpful and kind and patient.

First get away with my family. Awesome experience. Clean hotel.

I took one of my children here for an overnight getaway. The staff were friendly and professional, the room was comfortable, the breakfast was pretty good and the location fantastic. My only regret is we did not use the pool. Will definitely come back

The staff were all very friendly and check in and check out was a breeze. The full breakfast in the morning was amazing. The pool was great for a quick swim. The hotel was very busy by the sounds of kids running up and down the hallways when we were trying to sleep. Our rooms A/C was either not working or because we were right above the pool it was grossly hot in our room which made it impossible to sleep unfortunately. We did have our dog with us so this was the only room left that could accommodate pets.

Our stay was great. The night front desk staff was especially friendly. The kids enjoyed the pool. We traveled with our cat and stayed in a pet friendly room. There were some items in disrepair in the room. This is the second time we have stayed here. The hotel is showing its age, but it is still the best hotel so close to the lake and restaurants.

Overall it was a great place to bring the kids. Only thing I didn't like was the chaos of the breakfast area. No flow to the set up, seen it done much better at other BW plus locations.