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Stone Gate Inn (Orillia, Ontario) - A Disastrous Experience
I recently stayed at Stone Gate Inn in Orillia, Ontario, under very unfortunate circumstances. My family had booked rooms to attend a funeral for a loved one, with my father handling all the hotel arrangements and paying for the reservations. Unfortunately, the entire experience was riddled with problems, primarily stemming from awful customer service and disorganization.
Upon arrival, my family members were told they could not check into their rooms unless my father personally presented his ID for each individual and room, even though he had already paid and made all the reservations. After a lot of back and forth, the staff reluctantly accepted a picture of my father’s ID.
However, the issues didn’t stop there. Despite having an email confirmation with our names and the room reserved under my father’s account, the hotel gave away our room. When I addressed this with the front desk, they had no intention of correcting their mistake. The staff simply told me that I hadn’t "called ahead to reserve the room" and somehow blamed me for the issue. It was beyond frustrating.
I called my father to resolve the situation and returned to the front desk. When my father tried calling them directly, the staff decided to put up a sign saying, "Attending to other clients, will return shortly," and proceeded to ignore three incoming calls while I stood at the desk. It felt as though they were deliberately avoiding us. Only when I left the lobby did they return to the desk, and I could see them sneak back in as soon as I stepped into the stairwell.
The only person who seemed genuinely concerned about the situation was the maintenance man, who was not part of the hotel staff. He offered to call his manager to address the room mix-up. This was a kind gesture, but at that point, it was late, we had been traveling all day, and all we wanted was to rest. We declined, not wanting to bother a manager who was off-duty at home. Still, I appreciated this man's sincere attempt to help.
Additionally, we had paid for a continental breakfast that was beyond disappointing. The so-called breakfast consisted of stale cereal, bagels, and toast. There was no hot meal or buffet, despite what we had been promised. When my sister asked about hot meals, the staff rudely informed her that if we wanted eggs, we had to specifically ask. My sister was appalled to see them microwaving eggs in a large bowl and then using a potato masher to "scramble" them. It was hands down the worst breakfast we ever encountered at a hotel.
By far, this was the worst customer service I’ve ever experienced. The staff did nothing to resolve their errors, and the treatment I received was absolutely unacceptable. I’m giving it 1 out of 5 stars because, unfortunately, I can't rate it 0. Do yourself a favor and avoid this place if you value customer service and your peace of mind.
