4/10 Poor
Thi, Calgary
Travelled with family and small children
13 Dec 2024
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
We had previously stayed at this hotel in 2023. Liked the location and convenience of valet parking. We got the same size room for the kitchenette option, found this handy first time around with a toddler.
Our biggest problem this time around was the lack of customer service. We had followed hotel protocol by letting them know ahead of time when we needed housekeeping to come by and day after day, they kept making excuses as to why our room was not cleaned.
When we went to front desk, the young lady was rude and said there was nothing they can do since it was a "different" department. She offered us the housekeeping manager's info to contact. In the text message they send to you everyday, it says to talk to front desk if you have any issues. I am on vacation, staying at your establishment, why am I given the run around for a service that should be provided in the cost of my hotel room and ridiculous resort fees?
To make matters worse, we had requested for late check out (willling to pay) and the same young lady denied us of that saying the hotel is fully booked. I checked that night and was able to book the same room on many different sites online. Next morning, we asked a different lady up front and she was able to accommodate us.
Needless to say, we will not be returning and will not be recommending this hotel to anyone we know.
Only positive thing about this place are rhe valet guys.
Thi
Stayed 6 nights in Nov 2024