Baymont Hotel in Medicine Hat Faces Backlash Over Lockout Incident

A family’s nightmare stay at the Baymont Medicine Hat hotel has become a hot topic on social media, with hundreds of comments exposing what many are calling a pattern of questionable practices at the establishment. What started as a dispute over a three-night booking turned into an ordeal involving double charges, locked doors, and accusations of racism that have left the community buzzing.

The Incident: Locked Out Without Baby Essentials

The traveler, who posted their story on Facebook, explained that they booked a three-night stay through the hotel’s call center. On arrival, they noticed the system only reflected two nights. After insisting, the front desk clerk acknowledged the mistake and promised the manager would fix it the next day.

All seemed fine until the third night, when the family returned to their room to find their key no longer worked. The front desk claimed the third night was part of a separate reservation and demanded payment again before granting access. Despite proof of payment and the fact that the family’s belongings—including baby supplies for their two-month-old—were locked inside the room, the staff refused to let them in until the charges were paid a second time.

“What kind of service is that?” the traveler wrote in their post, which has since gone viral. “My wife and child were forced to wait outside the room while we sorted this out. This is completely unacceptable.”

Social Media Fallout

The Facebook post has garnered over 200 comments and reactions, with others sharing similar experiences at Baymont and affiliated hotels. Former employees also weighed in, painting a troubling picture of management and customer service practices.

One commenter summarized their own experience succinctly: “This isn’t a one-off issue. This is their MO—bad service, rude staff, and refusing to admit their mistakes.”

The Hotel’s Response: A Deflection Gone Wrong?

Instead of addressing the issue directly, the hotel’s response escalated tensions. In a lengthy comment, the hotel accused the traveler of racism, claiming their review targeted staff based on their ethnicity.

The traveler fired back, stating: “My post had zero mentions or implications of anything racial. The fact you’re mentioning that shows you’re just trying to throw off the issue that you guys are in the wrong.”

This accusation, many say, seems like an attempt to shift blame and avoid accountability. A past employee added fuel to the fire, commenting: “They always pull the ‘you’re being unfair to us’ card instead of fixing their mistakes. This is why I left.”

The Charges: Double or Nothing?

The hotel claims the traveler wasn’t double-charged and only failed to provide a credit card for the final night, a requirement for incidentals. But the traveler countered this claim with evidence: “We were required to pay fees twice in order to even access our items in a room that was already paid for.”

It’s clear that this back-and-forth has left a bad taste in the mouths of many. One commenter summed it up with some biting sarcasm: “Ah yes, the old ‘pay twice and maybe we’ll let you into your room’ policy. Very customer-friendly.”

Community Reactions

The social media post has turned into a sounding board for others with grievances against the Baymont. “I stayed there once, and that was enough,” one commenter shared. “They’re quick to take your money and even quicker to ignore their own mistakes.”

Another added, “If this many people are saying the same thing, maybe the problem isn’t the guests—it’s the hotel.”

A Lesson in Customer Service (or Lack Thereof)

The Baymont Medicine Hat has yet to issue an official apology or clear up the confusion around its policies. Instead, the incident highlights how poor customer service and mishandled disputes can spiral into public relations disasters in the age of social media.

For travelers, this serves as a reminder to document bookings, payments, and interactions carefully. For businesses, it’s a lesson in the importance of transparency, accountability, and taking customer complaints seriously—before they blow up online.

As one commenter put it, “If you’re not prepared to treat your guests with respect, don’t be surprised when they call you out. Facebook doesn’t forget.”