Horrible customer service and managament - Not hockey Team Friendly
16/01/2017 MB20132013, Ottawa, Canada
My husband, son and I were guests at this hotel last month for a hockey tournament. In early November, I called the hotel and booked a room as per the information. We were informed each booking cons... more
My husband, son and I were guests at this hotel last month for a hockey tournament. In early November, I called the hotel and booked a room as per the information. We were informed each booking consisted of 2 queen beds and included breakfast for a total of $125/night + tax.
We arrived Friday, December 2 around 7:30 pm and were assigned a SINGLE room. I approached Front Desk about the error but was told unapologetically that the hotel was completely booked and nothing could be done. I asked to speak to a Manager but was told she was the only staff present and again unapologetically could not address issues concerning group bookings. She then suggested I ask another family to switch rooms (?!). Since no solution could be provided I finally ASKED for a cot (remember, we were two adults and a 10-year-old in a room with one bed). By 10 pm the cot had not arrived, Front Desk was still unhelpful and my son had an early morning game. When I inquired about changing rooms the next day, Front Desk stated again the hotel was fully booked and this would be unlikely.
Around 11:15 pm there was a knock at our door. Another guest, from the 2nd floor, had received a cot that they did not ask for. She had been asked to deliver it to our room. Needless to say, she was frustrated as were we.
Although we booked two nights, we checked out before noon the following day, on December 3. Unfortunately our stay with Best Western PLUS Laval-Montreal really really sucked.
We paid the full fee for a reservation that was incorrect and unsuitable AND it took almost 4 hours for a cot to be delivered – by another hotel guest – so that my 10 year old could get some sleep for the hockey tournament. In addition to this, we were not provided with the proper breakfast vouchers upon check-in and had to follow up on this ourselves. When I contacted the Hotel Manager, he offered me a 25% discount on my next stay. LAUGHABLE and INSULTING.
I sincerely feel bad for the poor lady at the Front Desk who was left to tend to a fully booked hotel ON HER OWN however that is a separate issue altogether.
I have tried on many occasions to contact the General Manager, Mr. Ammar Tinawi, however there has been no follow up to date. less