4/10 Poor
Julie, Ottawa
Travelled with group
2 May 2025
Disliked: Cleanliness, staff & service, amenities
Still fighting to get a refund for our disaster experience. Staff has been unhelpful, keep stating no refund policy.
We checked in to a room with a broken handle/lock mechanism. After wasting 1 hour watching the technician try to fix it, we left for a walk. Upon return, the door was open and unlocked. You could open the door from inside the room, but not outside.
We couldn't leave for dinner because someone would have to be inside the room to open it. So we checked out and moved to another hotel, requesting a refund. But the reception kept stating the no refund policy, although we could not technically leave the room. Who goes on vacation to stay in the room?! It was not a safe environment (what if the lock no longer opens from inside...).
There was no manager on duty despite the hotel being full capacity and it being a super busy week with reunification and labour day holidays. I checked on Expedia if any upgrade room was available. 3 rooms were available on Expedia for booking, but in reality, we were told the hotel was fully booked. My mind was and is blown.
Horrible experience and simply wishing for basic customer service support.
Julie
Stayed 1 night in May 2025