6/10 Okay
Sharon, Ottawa
Travelled with family and small children
18 Nov 2024
Liked: Cleanliness
Disliked: Staff & service
The staff were barely welcoming when we arrived to check in, despite being Hilton Honours members.
We were placed in an accessible room - however the room door DID NOT OPEN manually - only with the accessibility door auto open button, which was not in an obvious place. We panicked that we were locked in, called the front desk, they sent up maintenance. They were able to get in from the outside but then the maintenance staff ALSO got locked in the room with us. When we got out I went to the front desk and asked to be moved because I was uncomfortable about having kids in a room I couldnt easily exit in case of emergency. In response, the front desk staff 1) Berated the maintenance staff "You dont know how to get out of an accessible room?!" and 2) were very condescending about explaining the location of the door opening button. After much back and forth they claimed to "find" a room to switch us into but by that time it was late and we were checking out early so I didn't bother.
Overall, the front desk staff left a VERY poor impression. This situation could have been easily remedied by giving very explicit instructions to guests checking in to that type of room.
The hotel is fine to stay at - but don't stay in an accessible room if you do not have to, and avoid dealing with the front staff if at all possible.
Also, several cars in the rear parking lot were broken into during our 1 night stay.
PROS: The lobby bar, and the swimming pool were both wonderful.