Want a quiet room, you are a non smoker who wants easy access to freeway, THIS HOTEL IS NOT FOR YOU.
15/11/2017 GAETAN T, Kelowna, Canada
Booked online 6 day business trip. In the hotel request, specifically asked for a quiet room away from elevator, ice machines, etc. Got a room on basement floor in a corner. 2nd night kept awake by ... more
Booked online 6 day business trip. In the hotel request, specifically asked for a quiet room away from elevator, ice machines, etc. Got a room on basement floor in a corner. 2nd night kept awake by a sports team, 3rd night kept awake by party people. After 2nd complaint, told by staff that the quiet floor is the 3rd floor and got to move there in the middle of the night otherwise I would have never slept. Why would you not put me on 3rd floor to start with, I am there to work for almost a week !!! Smoke pits are immediately and directly on each side of main doors to hotel. 1st day, lady smoking a marijuana cigarette there in the middle of the day. Hotel by freeway but not easy to access. Hotel breakfast was very good and the room was clean. Exercise room equipment outdated. Pool has posted rules which requires a bathing cap. Didn't use same 1st 3 days only to witness all guests using it not wearing cap. Don't advertise rules if you are not gonna enforce them. less
Any Q, Responsable relations clients at Best Western Laval-Montreal, responded to this review
Thank you for completing the survey regarding your recent stay at our property.
As I read on your survey, you were provided with a room that did not suit your needs. Frankly, I don’t know why you have been put in that room which is a last resort for someone who needs a place to sleep desperately because there is just no window in there. We would only assign this room if the hotel was left with this one room and, on check-in time, we would warn the customer about its characteristic. And surely not for someone who is about to stay for more than one night.
I am really sorry that this room was offered to you. There is always someone who can help you and answer you if something does seem unsound to you, if not on the very moment then on the next day. The person in charge of the front desk would have changed your room upfront.
As for the rooms on the second and third floor, as far as I know, it is not noisier on any of them since most of our customers don’t report noise issues regarding those floors. I just don’t understand that someone at the front desk told you so. We do have customers who spend weekdays on those floors.
Regarding the smoking area, I do not know the whereabouts of this particular individual smoking marijuana. Being noticed in the middle of the day, a supervisor would have probably had cut short to this practice.
You are right about the pool. Since it requires assistance from parents only, there does not seem to be anyone wearing a cap. We will get new panels that are more likely to describe how to behave inside the pool area.
All those mishaps that you report us are going to be review cautiously. I am just curious that no one have reported what happened to you. It is really unfortunate because we are known to solve problems quite efficiently.
Now, this administration is really sorry about the experience that you lived at our hotel and that it will be taken as an example not to be repeated with other customers. The employees involved in it are going to be interview about this whole thing.
On behalf of our entire team, I would like to apologize for not exceeding your expectations. Your satisfaction is important to us and we will be using the feedback you gave us to implement improvements to ensure we offer a better experience for guests in the future.
If it would be possible, we would have hoped that you will consider staying with us again so that we can have another chance to provide you with a superior experience.
Carl Eric Vasquez
Marketing and Development Manager
Best Western Laval-Montreal