Best Western Premier Freeport Inn Calgary Airport

Comfortable rooms, excellent facilities at the hotel, friendly and nice staff

Very convenient hotel with pleasant staff

Great location next to the airport, especially thanks to the free 24/7 shuttle

Perfect location, friendly staff and short shuttle to the airport

Great location to the airport. Good shuttle service and comfortable bed

Nice to be close to the airport

The size of the room, the welcome, top bedding for me

Insect in Bed | Extremely disappointing experience

I almost never leave negative reviews, but my experience at this Best Western Premier property was disappointing enough that I feel obligated to share it. After arriving in Calgary late at night, I checked into my room around 11:00 p.m. and quickly discovered an insect crawling on my pillow and then in my bed. I immediately called the front desk and requested a room change, but I was told the hotel was fully booked. What disappointed me most was not simply finding an insect in the bed, but the complete lack of urgency afterward. No one offered fresh bedding, no one offered to inspect the room, and there was no meaningful attempt to restore my confidence in staying there for the night. The room also had additional cleanliness issues, including missing hand soap and a face towel with hair and dirt on it. The front desk employee indicated that the General Manager would review the situation and that a refund would likely be appropriate. Instead, after several emails with management, the hotel declined to issue a refund and offered 5,000 Best Western Rewards points, which is a menial offer as a standard room is ~ 24k points. The explanation repeatedly focused on the fact that the insect appeared to be a 'small flying insect.' However, it was crawling on my pillow and in my bed when I found it, and from a guest's perspective, that distinction does not change the experience. I also contacted Best Western Corporate, who acknowledged my concerns but explained that they could not require the franchise property to provide a refund. That was perhaps the most disappointing part of this experience: there appears to be no accountability when a guest encounters a serious issue and the property chooses not to provide meaningful service recovery. The issue was never simply the insect, but also about how issue was how the situation was handled afterward. Due to the lack of care, effort to resolve the issue and dismissal of my experience, I would not stay at this Best Western and feel that the corporate team at Best Western does not show the proper accountability for me to stay at any Best Western locations moving forward. If an issue arises, there aren't checks and balances to keep the individual franchise owner honest - thus I would urge others to think twice about staying at a Best Western property when there are MANY other options.