SureStay by Best Western Ottawa

This place looks nothing like it does on line. We had to walk thru the pool area to get to our room. The pool is not working it has about 2 foot of green water in it and smells awful. Then we get to our room and the lights don't work windows don't shut and there is a hole in the wall. Water was coming thru the hole In the wall.And now im told I have to wait 2 to 5 day's for a refund.

The rooms are much smaller than advertised. I turned on the heater when we arrived and it smelled like a fire, normal for first use. What was not normal was embers flying out of the heater, setting the smoke alarm off. Not one employee came to see why it was going off, and there was a housekeeper 1 door down. I had the door open and was using a fly swatter to try and turn it off. They advertise a pool, but of course it was closed until further notice much to the disappointment of my 10yr old. If you need a place to crash for the night, it's not bad, which is all we needed.

Not a bad place, unfortunately had to pay for service dog when told a different price on phone. Up charged almost 40 dollars per night. No working indoor pool and when asked explained yes indeed they had an indoor pool. Just forgot it was empty and apparently for a long minute.

This place is a joke from the management to broken pool. The attitude of the front desk clerk who was nowhere to be found was extremely combative and confrontational. We called the hotel for 30 min and no one picked up while we were waiting in the lobby. Now I have to dispute the transaction with my bank,no refund policy. Please do yourself a favor and go to the Comfort. It’s down the road less than a quarter mile and way more friendly staff. Update: in fact, you were not helping other customers you were in your personal residence which resides above the lobby. You could’ve cared less about us waiting if you cared, we would’ve received a refund. Warmest regards for Ryley Thomas.

Terrible service and good luck finding someone to speak to about your stay or being treated with respect . We ended up walking out the door with no refund but it was worth not staying here . I urge anyone considering booking to check one of the other hotels close by .