Ela G
Google
I was really looking forward to celebrating my birthday and my very first trip to Canada with a relaxing, luxurious hotel stay, but unfortunately, the experience fell far short of what I expected.
My check-in process set the tone for what was to come. I completed the online “contactless check-in” and was told that my room number and digital key would be texted to me. That message never arrived. When I reached the hotel, I had to go to the front desk to get the room information, where I was told the room had “just become ready.”
When I opened the door, I was surprised to find a man still inside the room. He said he was finishing up and left shortly after. The room itself looked nice at first glance, aside from both TVs having cords hanging visibly from them.
Later that night, around 9:30 PM, we returned to the room excited to watch a movie and enjoy the evening. Unfortunately, neither television worked. After struggling with them for about half an hour, including attempting to connect our laptops; we finally called for assistance. The staff member who came up tried everything but ultimately couldn’t get either TV functioning.
At that point, I also realized how cold the room was. I turned up the heat, waited, turned it up more, and eventually cranked it to the maximum, but only cold air blew from the vents. No heat ever came on.
Trying to warm up, I decided to take a hot bath. While I was in the tub, maintenance dropped off wine and chocolates as an apology since the hotel was completely full and couldn’t move us to another room. Although the gesture was appreciated, the damage had already been done.
We had envisioned celebrating my birthday by watching Fantastic Four from the comfort of our “luxury” hotel room. Instead, we spent the night bundled up in blankets, trying our best to stay warm enough to sleep.
For such a special occasion, this was deeply disappointing. Although the hotel looked nice and all of the staff was pleasent and professional; this stay did not come close to delivering the comfort, reliability, or experience we paid for or expected..