Best Western Plus Gateway to the Falls

Reception on arrival were very uncommunicative with poor customer service not welcoming at all. Breakfast offering was basic and poor. The lady in the breakfast area was very helpful and young Finn made a great effort to be hospitable, not much choice in the area unfortunately.

Beautiful hotel. Large room. Excellent service on check in. Breakfast was very good. Omelet hash browns sausages along with cereal muffins pancakes toast etc. lots of parking I would recommend this hotel to

Nice large rooms, clean. Beds ok, sheets a little worn and didn't stay tucked under mattress. The bathroom was good, little short on towels. The negative is the elevated train. The noise was terrible all night and day. Sounded like a severe thunderstorm every few minutes. The breakfast was good. The standard omelette, sausage and tater tots (that were crispy and delicious). Bowl of fruit cocktail straight from can. Oatmeal was good. The negative was the hot tub not useable due to being rebuilt. We called and asked before booking and were told it was open! Would have booked elsewhere.

Wonderful hotel! We stayed in a king kitchenette suite with a deck overlooking the grassy area and the neighboring pond. The room was very spacious, with plenty of room for one teenager to sleep on the pullout sofa and the other on an air mattress. Breakfast the next morning was excellent, with a huge variety of hot and cold items. There was plenty of seating indoors, as well as a nice outdoor patio with a few picnic tables. The only disappointment was that the pool and hot tub were out of order, and this wasn't mentioned when I booked the room. The young man at the front desk was very friendly and apologized for the inconvenience. He also let us know that we could use the pool at the neighboring hotel, as both hotels share the same owner and a parking lot. Although we appreciated the offer, we chose not to use their facilities. Overall, we had a very enjoyable stay. The spacious accommodations, beautiful setting, excellent breakfast, and friendly staff made for a great experience.

Stayed here for one night on our road trip. The hotel itself was very clean as were the very spacious bedrooms - the beds were also very comfortable. The best part (from my husband's point of view) was the buffet breakfast which was included in the price. We were expecting maybe continental, but were pleasantly suprised at the choice, especially the hot buffet. All in all a great overnight stay Would also recommend the 'Hop & Hog' which is just a 5min walk away

My family and I were traveling for their grandmothers memorial not for the long weekend. The day before we checked in there was nothing about the pool being closed. Day of, there was. I had picked the Best Western for the pool as a reward for my tired and emotional children after losing their grandmother. Upon arrival I was told that the pool was closed and the only discount that could be given for the missing amenity was $20. I paid almost $300 for no pool amd disappointed kids. I could have stayed elsewhere for much less for a bed.

A fabulous overnight stay. We came up from Vancouver for a little getaway and to see the Wells Gray Falls. The front desk staff were super accommodating and friendly. We had booked a room with two beds by accident and they kindly changed it to a king bed suite. The room was very clean and comfortable. The hotel is still fairly new (maybe 5 years), so the rooms have been well taken care of. Our room had a wet bar, fridge, microwave, and keurig coffee machine. Which came in handy as there is a Buy Low grocery store across the road. We used the pool and hot tub, which were also very well taken care of. Bonus, we had both to ourselves. Breakfast was included in our stay and was a basic hotel breakfast. Two types of eggs, hashbrowns and bacon. There was an assortment of bread items, fruit, cereal, and yogurts. Juice bar, coffee, and tea. We would definitely stay again.

So disappointed. Our minor hockey team travelled over 5 hours to support this community, booking multiple rooms, spending money locally, and staying during what is likely a slower season. And we're already dealing with major issues, before we've even checked in. Found out the pool was “closed”. The front desk doesn't have an actual answer as to why, but my guess because kids were coming to the hotel. Even worse, we learned this same thing happened two weeks ago during another tournament from another parent of a different team. At this point, it's not an oversight, it's discriminatory toward kids and completely unacceptable for a hotel that probably relies on youth sports for business. The problems don't stop there. The hotel asked our team manager for a $1,000 deposit even though every room is doing their own deposit/incidentals. Our manager had to contact our treasurer to send the funds to her to pay, only for the front desk to later say, “Oh, sorry, wrong team.” The level of disorganization is unreal. We also weren't notified about the pool closure ahead of time. A parent called to ask about her booking a couple days ago and only then was she told it was closed. Because of this experience, we will not be returning to this hotel, this town, or this tournament ever again. And we won't be recommending the hotel to any other teams, either. The tournament originally had 8 teams registered and ended with only 6, and I can guarantee the lack of a usable pool is part of why teams are dropping out. This is a direct hit to the town, the hotel, and the hockey association that depend on these events. Do better for the community and for the kids who bring business here year after year. Families deserve better.

Would not allow kids to even play mini sticks outside the hotel, kids being harrassed for using the elevator too much. would NOT recommend to anyone staying for a group experience with kids

The Hotel over all was ok. But got charged extra charges to my credit card with no explanations or documentation to back up the charges

Clean, comfortably appointed hotel which appeared to be the best on offer in this small town. The rooms were quite spacious with 2 double beds. The bathroom provided the usual amenities. There is no dining option at this hotel, and the recommended dining option at the adjacent hotel was appalling. Of concern was the hotel's extensive use of disposable, non-sustainable items for breakfast, including paper plates, plastic cutlery, plastic cups, and pre-packaged food. This practice detracts from the overall dining experience and is not environmentally friendly or sustainable, both important considerations in this day and age.

Stopped here for 2 nights in September. Paid for a suite which was £210 / $400 CAD a night so not a cheap option Clearwater had a planned power outage for one day that we were there. from 7am - 7pm. Unfortunatley, despite this planned outage being planned for months, this hotel didn't find it in them to communicate this in advance with their guests booked in. We arrived the day before the outage to see signs around the hotel advising of this. We wouldn't have booked and paid for a suite with a kitchen if we had known this, as we couldn't use the facilities while the power was out! Check-in was awful in that the woman behind the desk was grumpy, rude and unhelpful and her name was Stacey. We were grunted at and huffed at as she was seemingly having a bad day and I overheard her talking like dirt to the family waiting in reception. Our suite was large, clean and great. What wasn't great was being woken up both mornings at 5:30 a.m. from the noise from the kitchen next door, with the kitchen doors constantly banging and the sound of voices from the workers. So much so that my husband went out at 530 to ask why it was so noisy...... also, the stairwell must be over our room as constant noise from footsteps on the stairs. The day of the power outage we were out and upon returning back to our room we discovered our room in the dark ( no emergency lighting was on ) had not been serviced at all. No clean towels, unmade bed and the kitchen bin not emptied from us cooking the night before. I went to reception and unfortunately rude Stacey was there and said she couldnt do anything as the team had left at 4pm, I asked for clean towels and again she couldnt do anything as the team had left....... ( I ended up going to the pool area and getting us fresh towels from there - why didnt Stacey offer to help with this?? ) instead of telling us tough. I told her she was extremely rude and unhelpful, and she simply didn't care. She is NOT a good look for your front of house, and when I complained about her, I was told I wasn't the first person to do so. I also emptied our kitchen bin ourselves and asked reception to dispose of. Now, thank you to Daniel who called our room when the power was back on later that evening to check in with us Now I must give credit to the lovely 3 members of staff that I came into contact with and were brilliant, Daniel, Sheree ( apologies if incorrect spelling ) andf the manager Kyla. Upon check out, I did complain to Kyla the manager who was aboslutely wonderful in her handling of our situation and swiftly and very kindly offered to refund us for one nights stay which as gratefully recevied If they had advised us ahead of time of the planned power outage and not had this issue with the receptonist this would be a perfect review,

⭐️⭐️⭐️⭐️⭐️ We had a really enjoyable stay at the Best Western Plus in Clearwater. The location is perfect for exploring Wells Gray Provincial Park – just a short drive to the waterfalls and hiking trails – and also convenient for restaurants and shops in town. Our room was spacious, clean, and very comfortable, with everything we needed for a good night's rest. The beds were especially comfortable, and we appreciated the quiet surroundings. The hotel facilities are excellent – we made good use of the pool and hot tub after a long day of walking, which was a real treat. Breakfast was well organised with plenty of choice and fresh options. Staff were consistently friendly, helpful, and attentive, offering local tips and making us feel very welcome. Parking was easy, and the whole property felt well maintained and safe. Overall, this hotel is a great base for anyone visiting Clearwater and Wells Gray. We would happily stay here again and recommend it without hesitation

This is a modern hotel with very luxurious comfortable rooms and a nice pool offering free parking, free coffee and the bonus of breakfast included. A perfect stop off on the way to Jasper if you are looking to do some white water rafting or just break up your journey.

The frount desk lady with face tattoos was odd we came 3 minutes before check in and she was abit rude and said she needed to see if our room was ready…. We were three minutes early. Our room was clean and nice the breakfast was good the staff were so nice it was clean and spread out so you didn't feel squished.

Arrived after a long drive to a lovely cheery receptionist. We had a brigh5 and modern room with a little kitchenette. Bathroom was modern and a decent size. The windows opening wA lovely and it was nice to get fresh air rather than feeling stuffy. The hotel provides a complimentary breakfast in the morning which has everything that you needed. Cereal, fruit, eggs, yoghurt , pancake machine etc and the staff topped up everything constantly. It was nice to grab breakfast before hitting the road to our next stop.

Clean modern hotel in great location if visiting the falls. Good complimentary breakfast. Gym and pool. 2good restaurants close by for dinner.

This is a new brand Best Western Plus in Clearwater with an awesome breakfast and excellent internet network for the road travellers along the highway 5. The bed mattress was excellent for us to fall asleep immediately. Everything was tidy in the suite, hallway, and elevator.

We have stayed in this hotel on more than one occasion, and it never disappoints. Our room was enormous and spotlessly clean; a credit to the housekeeping staff. The breakfast is superb with lots of choice, including hot food, and well stocked throughout the breakfast period. The breakfast area is kept clean with plenty of seating, including an outdoor area if that's your thing. The hotel looks fresh and welcoming with lots of places for evening meals nearby. This is a jewel in the crown for Best Western Plus hotels and, in our opinion, is the standard that other BW+ establishments should aspire to. It's certainly our “go-to” for that area.

New hotel located in Clearwater which is a good location if you are visiting the surrounding area. Lovely large room, kitchenette, nice ‘help yourself' breakfast. Great pool and hot tub. There are a few restaurants in the immediate area if you want to go out for dinner/lunch and a supermarket over the road which was very handy. Beside a main road but didn't hear any of the traffic. Would recommend.

This is an excellent roadside hotel. We had a room at the back which was very quiet and large. It contained 2 double beds, a 2 seater settee and an armchair, a desk and chair, a microwave and a coffee maker. The beds were very comfortable. A tasty hot and cold buffet breakfast was included. The staff were all very helpful and the place was spotlessly clean. Although not actually part of this hotel, the Gateway Grill next door serves super meals at a sensible price. We would highly recommend both to anyone passing this way.

Spent one night at the BW plus in Clearwater. Staff were helpful and friendly. Rooms were clean and spacious. Included a great serve yourself breakfast and we were able to recharge our vehicle as they have two chargers available on site. Will definitely consider staying at BW Plus hotels in the future, especially if others have EV chargers as well.

we stayed at this hotel enroute to vancouver from Banff, we had never stayed in best western hotels, staying here was quite a pleasant surprise, the room was well equipped and spacious, the staff were friendly and helpful, the breakfast was ok, nothing fancy like 5 star hotels but decent.

This review comes as part of an itinerary of a road trip arranged by Audley Travel. A really nice place to stay to see the falls. Pleasant staff, clean hotel with nice rooms, and a nice breakfast. In fact, we preferred this hotel to the one we stayed at in Vancouver.

Very clean. Well maintained. Rooms very well equipped and furnishings were very modern and comfortable. The Hotel is well located in the Wells Grey area and provides all the things we have come to expect of a Best Western Plus facility. We would definately come there again.

Excellent place to stay. Fresh and clean without any cleaning product smells or free breeze type stuff. Good beds and better pillows! Very nice pool and hot tub with towels right on the expansive deck. Quiet and close to the best restaurant within walking distance. Only a 1/2 hour from Wells Gary Park. .

Pool is not open at this location, that is one of the main reasons we stay in hotels, when it is on there website it should be available, very disappointed about this, but as for the rest of the hotel it is very nice and clean, great breakfast lots to eat

One of the best Best Westerns I have had the pleasure of staying at. Stacey at the front desk was awesome, being very accommodating with our request. Very pleasurable to deal with. The suite was great. Very Very nice hotel I would definitely stay there again

Large spacious modern rooms within a short drive to falls and hiking. Good local restaurant in walking distance and a few shops nearby. Would have given it 5 stars if not for the breakfast supplied with a mountain of throw away plastic and paper plates

Modern and mainstream- lots of space in the rooms with plenty of space for a family. Rooms include fridge, microwave and coffee maker Breakfast better than expected from reviews with cereal, hot buffet, pancake maker and great bagels. All four family members happy.

The room is large and comfortable, the facilities are good albeit part of the pool area was under maintenance, the breakfast is ok but it is served on paper plates with plastic cutlery. There is free tea and coffee all day which is nice. There is an accessible and easy to use washing facilities and the front desk will give you the necessary coins to use it. Unfortunately, the rooms are not cleaned and made up as part of the normal room service, you have to ask housekeeping otherwise the room and bathroom is not cleaned and the bed is not made. We stayed for 3 nights in the king suite and on the second day specifically asked housekeeping to clean and make up our room at 8am just as we went out for the day. Unfortunately they didn't do anything whilst we were out. When we asked the front desk at 5:15pm why our room had not been cleaned and made up, we were told house keeping had left for the day so there was nothing they could do! The manager was not available, we requested a call back on several occasions, however she left it to the junior front desk staff to give excuses and do nothing. Very sweetly and proactively, one of the front desk staff then took it upon herself to personally make up the bed and bring clean towels. However, the management and housekeeping were completely absent and unaccountable.

A new and very well appointed hotel. We stayed here because they have a level 2 EV charger out front and we were able to charge our car overnight. The room was very spacious and had plenty of seating and lots of room. Our room was on the back side, away from the highway and it was very quiet. The staff were very friendly and helpful. Breakfast was included and quite good although they put cheese in the eggs and since I am lactose intolerant had to pass on the eggs.

This is our first stay at this location. It's a newer hotel just off the main road to Wells Gray provincial park. It's a great place to spend the night and has a wonderful free breakfast with hot/cold menu items. Rooms and facility were very clean. We'll definitely be back!

We had a huge and comfortable room with great views to the hills The large bed was really comfy We had a good bathroom There's plenty of free parking plus complementary coffee, hot chocolate and tea is available 24 hours a day in reception The breakfast was fine and plentiful

Comfortable and spacious With coffee and tea in the room. Microwave and a safe. Toiletries in the bathroom. Sitting are in the bedroom. Plenty of parking on site. Friendly staff. Breakfast included in the room price. We were looking forward to using the pool and spa but it still isn't open

The place was clean, staff was exceptionally friendly and the rooms were clean. We found it hard to sleep as the noise was too loud from the passing vehicles and the other guests. Breakfast was cold but still somewhat edible.

Absolutely perfect for what we wanted and would have happily stayed here for another night. Stopped here for just the one night as passing through to Jasper, Large corner room with balcony. Very clean, comfy bed, staff nice and a free breakfast thrown in. Free parking, nearby to a few restaurants and supermarket.

I found the property to be very comfortable. The room are clean and spacious. I didn't get a chance to stay for the breakfast but the dining area looked really nice and I have no doubt the breakfast would hit the spot in the morning.

Only 2 years old and in a great spot for the Wells Gray National Park. Park info centre is across the road. On the other side of the highway is a decent shopping centre with a good food store. Staff really helpful especially as we arrived about mid day, they checked us in no problem. Complimentary breakfast was really good. The room was spacious, airy and very comfy.

A great place to stay when visiting Clearwater. Easy to find, free parking, our room was huge with a super comfy bed, great shower, and a small kitchenette too, everything we needed for a two night stay. Breakfast was help yourself and was enjoyable both mornings. Staff are really friendly and helpful. The pool wasn't yet open but you are allowed to use the one in the hotel next door. The restaurant next door to the hotel is great too - we ate there both nights. Other amenities on the door stop - supermarket, cafe, fuel station etc. Would happily return and recommend.

We had to change our plans to BC, due to the wildfires last minute but managed to secure a two night stay here. Great location just off the highway and the hotel is very new so all rooms and facilities are in great condition. Lovely big rooms, which was great for a family of four. Nice quietlocation and near to Liquid Lifestyles that we used for rafting. Reception staff very helpful with helping us with the laundry room. Ssdly the pool was not yet open.

I was very impressed with this hotel during our one night stay. Spacious rooms, good service and not a slight hint of brown decor anywhere which was refreshing! The only downside was the breakfast. The buffet style whilst inclusive in the price was not really worth it. But to be fair these breakfasts are never going to match a restaurant. But for a quick stop I'd recommend it.

Tbe Best Western in Clearwater is one of our favourite BW hotels/motels. The staff are friendly, the rooms are clean and comfortable, breakfast is tasty and it is also close to the HOP “N HOG . Always a fabulous brisket dinner.

The beds were super comfy and it was an ideal base with loads of space in the rooms. The Gateway Grill next door was fantastic abs we are there two nights in a row. Really good food. Super super busy!

Hotel is a gem in the chain, absolutely amazing staff and you can tell people care about you as a traveller and a friend over just seeing you as revenue. I would absolutely make this my go to hotel in the area

When we arrived, I was unsure of the location. However it is close to a road that leads to amazing waterfalls and a lake right at the bottom. Free parking. No spa facilities. We had a great meal at the grill next door. The hotel is new and the rooms were clean and fresh. Breakfast was included and was very good.

From the reservation clerk to the front desk staff and cleaning staff and everyone in between. This hotel is super modern and clean. The staff all very friendly and caring. Breakfast was the best ever.

Driving into clear water if you need a place to stop go to the Best Western. If the check in person is Karen she is perfect. Nice smile and a great personality. This is a fairly new hotel with nice rooms and a good complimentary hot breakfast

A very good one night of stay in our trip back from Rocky Mountains. We used two rooms. The property and the rooms were clean, breakfast was excellent with the very friendly breakfast lady. The downside for us was the check-in time of 3 pm; it was too late, we were very tired from our trip back from Rocky Mountains to Vancouver. We asked for an early checking in, but the receptionist said that the hotel was full which didn't apprear to be so by observing the emptiness of the parking lot and nobody else was checking in or being around the lobby and other parts of the property. It was a Sunday afternoon, Jun 3, 2023.

The hotel ticks all the boxes, great for an overnight stay to break up the drive from Valemont to Vancouver perfect location for the waterfalls that are in the area friendly staff hotel feels almost brand new

The rooms were modern with outlets between the beds for a CPAP. The breakfast was very and tasty. Good selection of breakfast foods from cold ceral , fruit , yogurt , hot eggs etc. Our was facing away from the highway making it very quiet.

We stayed here two nights while visiting Wells Grey Provincial Park. The hotel is new, our room was really big and very modern. The bed was ever so comfy and there was a fridge in the room. The bathroom was also very big. We really loved the location as it was right on the street leading to Wells Gray Provincial Park. There is also a restaurant next door, but we did not go there as we went to a different restaurant with the car. Opposite the hotel there is a supermarket which we found very convenient. We can highly recommend staying here.

The hotel room is pretty big, it's all new. Friendly staff. bad thing is the view, close to a busy road, but the room is very good isolated, you don't hear the road that much (we had a room at the front of the hotel) the hotel is close to the entrance to wells gray park, check out the moul falls, worth the hike!

The receptionist was very friendly. We checked in and carried bags to our rooms (no porter) which turned out to be suites. Very spacious and comfortable. The hotel was brand new, so brand new that it wasn't quite finished. The pool wasn't ready, but we had access tot the pool next door, and there was no cutlery or crockery in the room. The buffet breakfast was fine, including some tasty omelette slices. Clearwater is a spread out town so a little tricky to say if the location was good. Is quite handy for the Tourist Information office

Stayed just one night while transiting from Vancouver to Edmonton. Reasonably new hotel, rooms clean and well appointed. Large breakfast area. Will be even better when the pool is done. Great place to stay if visiting Wells Gray.

Enroute to Whistler from Jasper mid-August, we were booked in this hotel for one night by our travel agent. It's a new and very clean hotel in Clearwater, and we had a very nice room on the ground floor - Queen-sized bed + kitchenette (c/w fridge, stove, microwave oven). We were pleasantly surprised at the size of the room and everything in it... and was very satisfied with it. Everything looked and smelled new. Suitable for family stays and a stop-over night. One of the best Best Western hotels I've stayed in and would definitely recommend it. Too bad the indoor pool and hot tub are not ready when we arrived, but that's ok with us.

Brand new hotel, so clean and fresh. Comfortable beds and a great restaurant nearby. The only downside was there was no pool. Apparently, they are waiting on something(paperwork or a part) to make one. Our room had a kitchenette; fridge, microwave and stovetop.

great hotel, clean and spacious! Nicest best western I've ever stayed at. Very fresh continental breakfast. Internet was lightening fast. If anything, the town of Clearwater doesn't have much to do in it, but the hotel was a great stop off.

One of the problems of going to Wells Gray Park is that the accommodations nearby lack a good mid range option...until now. This new BW hotel is in a great location and when completed, will have good amenities for family stays.

Brand new hotel with great service and amenities. Pool is not open yet but we look forward to staying again in the future. The hotel books up so makes sure you make your reservations in advance. Thank you Best Western.

We stayed for three nights at this hotel. It is a newly built hotel and as such it was really smart and tidy. Our room was large, clean, comfortable and very well equipped. WIFI coverage was excellent. When we checked in the receptionist (I think her name was Rebecca) was really friendly and helpful. Complimentary breakfast was included in the price and this was excellent. Plenty of choice and a very attentive and friendly supervisor who ensured everything ran smoothly. I've noted a few negative comments from other visitors but from our perspective we thought the hotel was great.

They forgot to sweep the floors after the previous guest. Forgot to make up the soft bed (they brought me bedding to do it myself, but no top sheet). Forgot to put a remote or a channel listing with the 2nd TV. Or a phone in the 2nd room. They forgot to put up all the curtain hooks. They forgot blackout blinds completely. Apparently this place was built fast. But not too well. Looks pretty. Doesn't work.

This hotel is nearly new. Great to see old fashions tossed for sleek, modern looks. I particularly liked the tiled floor throughout and how the surfaces can be cleaned and seen to be clean. Breakfast was generous with many selections whether one picked sweets or healthy. I would have rated this facility a 5 except for its WiFi. Incoming email messages came in fine, but outgoing stalled. My husband had some messages to send and had to use his phone data. When he inquired at the desk he was told that no one knew anything. He then asked if the manager might and was told that the manager was busy with no follow up.

There are more economical places to stay here but I am so glad we chose this beautiful & very clean hotel with exceptional staff. The beds are so comfortable & we were able to get a badly needed re-fueling sleep. Will definitely look forward to staying here again.

Our family of four spent the night after a long day of travelling. When we arrived, we upgraded to a King Family suite, and it was huge! Beds and pillows were perfectly comfy, room was very clean. Staff was great and very helpful

Great Location, really pleased and clean rooms (very spacious) but the thing that makes this such a great place to stay are the staff. Due to covid they have strict housekeeping protocols to clean the rooms twice a week. The one thing I really liked about the housekeepers if there is a stuff on bed they do not touch the bed. They respect guests personal belongings. I was upset for no pool but the lady at front desk explained very nicely that they just open to accommodate people who needs the room for long term. I am so glad there was an elevator in the hotel and free wifi. Thank you Bw plus staff for making our stay much better.

My partner and I are in the area working a long term job. We are frequent hotel stayers as we travel more then we are home. We have stayed in NUMEROUS of hotels for long lengths of time. We have stayed here for the entire month of November and will be staying until December 18th. We will be returning in January until March. So needless to say we have been giving this hotel a HUGE chunk of money, especially when they are charging $269 for long term stays. I used to also work in hotels, higher end hotels, so I know the workings of a well operated hotel. This is not one. Well where to begin... 1. The customer service is absolutely garbage. The staff treats you like you are beneath them and they will not go out of their way to accommodate even the slightest requests. 2. Our credit card was froze due to pre-authorizations of THOUSANDS of dollars being attempted by the hotel DAILY. This has caused missing funds because it's confused the banking system and maxing our $10,000 credit card on the daily. When you make a payment they also don't clear the pre-authorizations. Yes I am aware that pre-auths are only a hold and not taking money, but it takes time for those to expire and the money to go back on your card, so this hotel has made it impossible to balance our credit card and our available funds. Not only that's an issue, but they changed our rate and now not honoring it even though we have paid up to that point. 3. Housekeeping. Long term stays only get cleaning 2x a week, which with covid and limited staff fine, but when they do come clean it is the worst job ever. They rarely clean the floors and they don't wipe counters, when they do make the bed it's done half-assed etc. 4. We have a balcony suite, we have been paying for a balcony suite, but we can not access the balcony (main reason we got that room). No ice machine and consistently get told to go to the hotel next door and despite what you read on the website, no there is no pool available at this time, which doesn't bother us none, but don't charge people above average prices when you don't have all your amenities open. 5. The one and only washer machine was down (the money taker of the machine was broken), when I asked the maintenance guy if he could train one of the front staff to turn on the machine and we can give our money to them manually the response was "no the machine is too busy for that and it will be more of a nuisance for everyone." Absolutely it's a nuisance for everyone, especially the people working away from home for months at a time that do not have access to wash their clothes. 4 days later I went down and asked when the machine is scheduled to be fixed they said they have no estimated time. Not only that the front desk lady said "well the dryer works, so you can handwash your clothes and then put them in the dryer in the meantime." BLOWN AWAY! WE PAY $9000/ month to stay here and this is how we get treated. If you can avoid this money grabbing, absolutely terrible hotel I would if I were you. We were content paying the prices for long term, but not anymore and will be taking our money else where because of how we are being treated.