Request not honoured
21/03/2017 CanuckW0rldTraveller, Ontario, Canada
The week before I booked the hotel, I requested an "Upper" room. Upon arrival they gave me the 2nd floor. They didn't apologize, they didn't call me to tell me that they couldn't honour my request (... more
The week before I booked the hotel, I requested an "Upper" room. Upon arrival they gave me the 2nd floor. They didn't apologize, they didn't call me to tell me that they couldn't honour my request (which I then would have booked another hotel). Also, I've been in many hotels where the sound from the hallway is minimal. Why can't ALL hotel chains do the same. I have a hearing problem: I can hear a pin drop across the room, and before you suggest ear plugs, I tried, -no good. All I ask for in a hotel is cleanliness, QUIETNESS, and a comfortable bed. I don't care if the hotel is "dated". I don't care if the elevator is small, I don't care if the soap doesn't smell nice. Hotels have one main purpose: To get a good comfortable restful sleep. And Manager Darren, please don't respond with the same ol' rhetoric. Just do your job well. less
BWPOttawaCityCentre, General Manager at BEST WESTERN PLUS Ottawa City Centre, responded to this review
Thank you for choosing to stay with us while in Ottawa.
Our team strives to go above and beyond with every single guest that we encounter. Starting from the moment of reservation, your arrival, while you are with us, and even beyond your departure. That is the main reason I love responding to each guest review, be it what may be considered as same ol' rhetoric or trying to dig deeper into a guest experience to offer a better stay for them and all of our guests. Such as your comment of the noise from the hallway. We want to ensure the room is in perfect working condition, sparkling with cleanliness and our customer service is off the charts professional and friendly.
My apologies if we did not communicate to you we could not accommodate your request to place you on the higher fourth floor of the hotel. Some of our room types are only available one the first or second floor.
We expect the same minimums in a hotel, including the comfortable bed, excellent WiFi, a great meal and super customer service.
If you would like to discuss the details of your stay further please contact me directly at the hotel.