Beautiful hotel.. horrible customer service
31/01/2019 Denisemacmom, Halifax, Canada
We stayed at this beautiful hotel with a hockey team for a weekend tournament this past weekend. Hotel is beautiful and clean, we were all looking forward to a great stay. Usually when traveling with ... more
We stayed at this beautiful hotel with a hockey team for a weekend tournament this past weekend. Hotel is beautiful and clean, we were all looking forward to a great stay. Usually when traveling with a hockey team, the kids can get rambunctious and cause disruptions but our team was very well behaved and was lights out at 8 pm (and even all the parents were in bed by 11pm both nights!)
BUT The front desk staff approached my daughter and her friend (age 12&9) as they were leaving the second floor and coming down to our room on the first floor at 9:30 pm and told them that if they weren’t in bed by 11;00 he was going to call the police. My husband was obviously not happy that this was said to the kids and spoke to the staff. The night auditor was a very helpful man and controlled the situation, all was good.
Upon arriving home, we noticed a charge on our visa for $50. I called the desk and was informed our room was “trashed” and that we were charged for extra cleaning. This was appalling to hear!?! We are a very clean family of 4 and I assured her there must be some mistake. The general manager said she had seen the pictures of the bathroom and that there were “towels everywhere” (!?! Umm.. what am I suppose to do.. bring them to the laundry room before checkout!?!) and the bathroom garbage was overflowing..(the only garage in the whole hotel room..I’m sure it was full.)
I’m so beyond frustrated to be treated this way. I have seen “trashed” hotel rooms before and this dear, is certainly not that.
As a hockey mom of 2 who stays in hotels more than anyone ever should, I would highly suggest taking your teams elsewhere. There are many nice hotels in Dieppe/Moncton and they would probably appreciate our business.
I know I’ve let our hockey association know that we will no longer be booking at this hotel. less
Ghislaine V, General Manager at Best Western Plus Moncton, responded to this review
Thank you for taking the time to review our hotel on TripAdvisor. We value all of our guest's comments, positive or negative, so that we can continue to make improvements to our hotel. I completely understand your frustrations and hope to address a couple of issues at hand. We are taking a look at all of the items you mentioned into consideration and we are working on a plan to improve our hotel. Again, I apologize about the inconvenience and hope to provide a better experience in the future