First day of the summer season
04/07/2019 bcantlie, Toronto, Canada
We were on a bus tour that selected this hotel. The breakfast was the best we have ever had, especially for a buffet.
There were a couple of issues that were frustrating after an all day trip but p... more
We were on a bus tour that selected this hotel. The breakfast was the best we have ever had, especially for a buffet.
There were a couple of issues that were frustrating after an all day trip but probably most people would not experience the issues we did. Because it was the start of the summer season, we had to deal with recently trained people. We were joining the bus tour in Quebec City and our guide had said she would leave our room key at the front desk. The person on the front desk had no idea what we were talking about (she did speak English so it wasn't a language problem). Fortunately, someone else overheard our frustration and produced our key.
We got to our room which was large and well laid out but when I went to open the closet door, the door of the safe (which was open) swung out and hit me on the head - a nuisance when trying to use the closet.
We had a message on our phone but no instructions on how to retrieve it. As we were expecting to hear from our guide, it was important to get the message. There were no instructions on how to retrieve the message. After 3 attempts to get help from the front desk we gave up
We sent an email to our travel agent, who was on the trip, but not the guide, who gave us instructions as to when to put out our suitcases into the hall the next morning and when to go to breakfast - all very N.B. and necesary to know.
The bed was comfortable, the towels large and we slept and ate well.
Barbara Cantlie (please do not use my last name) less
JeanPGagne, Guest Relations Manager at Best Western Plus City Centre/Centre-Ville, responded to this review
Dear Barbara, thank you for filing such a thorough account of your experience at our comfortable hotel in downtown Quebec City. First and foremost, I would like to apologize for the inconveniences that seem to have plagued your arrival at our establishment. Although it is true that each start of the summer season brings new personnel to be trained, training at our property is very extensive and carefully executed, so I doubt this was the reason for the confusion at your arrival. I would say this has more to do with the major computer meltdown we were dealing with during that period, which is now resolved after huge efforts from every single member of our team to reduce the impact of such extreme circumstances on our visitors. But then, we do agree that the issues you mention in your review could have been better handled and we are sorry it diminished the quality of your stay. Hopefully, the comfortable beds, all composed of natural memory foam mattresses that we wrap in a deluxe, silky triple sheets linen, the towels and the quality of the food served at our restaurant, Bistro le 330, made up for the less pleasant side of your trip. We hope that you will be back at our comfortable hotel in downtown Quebec City so we can offer you the high-quality experience you sought and for which we are known to provide our customers. Best regards!