Decent location but staff needs help
14/06/2018 raysiconia, Honolulu
Good location about 15 minutes outside of the old town Quebec city and the main tourist areas by the St Lawrence river. Note that all of the walking consists of uphill. Staff at the front desk are ... more
Good location about 15 minutes outside of the old town Quebec city and the main tourist areas by the St Lawrence river. Note that all of the walking consists of uphill. Staff at the front desk are efficient and get the job done but you just don't get the warm welcome feeling some other hotels convey to you as a guest. Each night after a long day of touring, we would walk past the small front reception area where all of the staff were located. There was never any greeting such as "hello" or "welcome" by any of the team. Housekeeping needs improvement as I left the standard card placed on my bed to change the linens along with an envelope they leave specifically labeled for tips on my bed. To my surprise when I returned, the tip was gone but my bed linens were not changed. Bathroom essentials were not replenished such as the roll of toilet paper and tissue.
On the positive note, my room was clean and very quiet. I could barely hear any noise from the outside hall or adjacent rooms. less
JeanPGagne, Responsable des relations clients at Best Western Plus City Centre/Centre-Ville, responded to this review
Dear RaywL, thank you for your comments. ON behalf of all our employees, I would like to present you with our most sincere apologies for not having provided you with the high-quality experience you deserved as one of our valued customers. At first, I must admit that I am shocked that you thought our staff could use some help, as the vast majority of Tripadvisor contributors who raised that topics in their review were praising their friendly and professional attitude. Not that I am saying that the situation you describe in your comment cannot happen, but I am stating with confidence that such unwelcoming behavior, not to greet visitors entering our establishment, is a really rare occurrence and totally opposite to our policies regarding guests relation. Same for the issue you describe with housekeeping personnel. Linens should be changed every 3 days unless otherwise instructed by the occupying guest, which can indeed be indicated by leaving the card to that effect on the bed. We do apologize that it was not done and have since been doing proper follow-up with housekeeping staff to make sure that such demands are met. To conclude on a more positive note, I am glad that you mentioned our proximity to the Old Quebec and gave precise information about the time it takes to walk (15 minutes uphill) to Saint-John’s gate, the main gateway through the fortifications. But to reach the shores of the Saint-Lawrence River and the Old Port, it is more of a 30 minute walk but on the flat. Starting from Saint-Joseph Street, the main artery of Quartier Nouvo Saint-Roch just a block south of our location, you will head east toward Gare Du Palais, the main train and bus station in Quebec City, on your way to Marché du Vieux Port, the public market where you can buy local product directly from the producers. Just a bit after that you will reach the Old Port and Quartier Petit Champlain, the oldest part of the city that hosts the Funicular, the scenic elevator that will get you atop Cap Diamant right next to Chateau Frontenac. So once again, thank you for your comments, truly hoping you will give us a chance to prove to you that we are worth the reputation we have as a welcoming establishment by staying with us again in the future. Best regards!