Samantha L.
1/5
***Updated because the owners response clearly didn't read the whole review. The elevators notice does nothing for communication because you have to pay for your room before going to it. The websiteS we used, all of them, not once did it say there was no breakfast. We'd be fine to book regardless but the fact the cost was so high and not once communicated what the fee ACTUALLY included is scummy. If you couldn't change the rate, there is a hundred other things that could have been done. I've worked in the industry, and I never would have let this slide. We were glad to see the staff got a break, that doesn't excuse the zero communication we received.
I sincerely hope that whoever reads this, reads the whole thing.
I'm giving this hotel a 1 star because of a multitude of issues. I visited for a 1 night, last second overnight trip for a bit of an emergency. I was travelling with my mom and my aunt and we stayed in 1 room with 2 queen beds on December 29th and we paid $200. We checked in at approximately 8PM. Below are the issues we encountered.
1) The websites we used, the confirmation we received, and the price we paid all confirmed that breakfast was included. When we got there, we checked in, got ready to head upstairs and were talking about breakfast. Only than was it that the girl checking us in told us that breakfast wouldn't be served until after the new year. We told her about and showed her the websites and confirmations. She said yeah but that's just for the rest of the year, not the holidays. We booked this specific hotel versus 2 other comparable, equally last second availability hotels because we needed the meal to offset the last second nature of the trip. There was no signage, no offer to lower the cost, no anything. We asked her if there was a discount because of the false advertisement, and she said no because we were already checked in. What kind of backwards scam is that To say we were mad is an understatement. My mom and my aunt are both seniors, and this was already an extremely stressful situation. We emailed the hotel but basically got told oh well.
We wouldn't have cared that there wasn't a breakfast if we had just been told, but to promise something as important as an entire meal when paying nearly $200 for a single night is so slimy, it's such a disgusting thing to do. Not to mention, the girl at the counter was very rude about it. There was absolutely PLENTY of time to tell us there was no breakfast BEFORE the room was paid for and it was too late.
2) The room was beyond freezing. It was somewhere around -25°C outside, and the room was somewhere around 17°. We turned the thermostat up as high as we could and the heater by the window. The heater worked, but the thermostat didn't. To top that off, the blanket on the bed wasn't a blanket. It was a top sheet. Again, 2 senior women in a room that cold was a shame. They slept with their winter jackets on. This is easy to plan for for a hotel room. When you make the bed, put a blanket on it. Oh, and not to mention, they didn't say ANYTHING to us that housekeeping was off for the holidays!!!! And again, not an issue if they had just told us!
3) The TV and tv remote didn't work. After we had our showers and tried to warm up, we tried to turn the TV on. We figured out the button on the back of the TV, but the volume was too loud and would disturb the neighbouring rooms, then we couldn't change the channel. Then we couldn't turn the TV off. Eventually, I forced the BROKEN button on the back and got the TV off, but by this point, we were done and just wanted to leave. Unfortunately, the cold car wouldn't be okay for the 2 senior women to sleep in. So we stuck it out until about 7AM.
The ONLY! Redemption I could think to give this hotel from holiday hell is that the shower was lovely.
Thanks I guess but no food, no communication that there was no food or housekeeping or maintenance until it was too late to change our mind, freezing cold room with no blankets, broken TV and broken remote made $200 a good profit for a scam.
