Good hotel, but cold room
Posted Apr 11, 2017
Our room didn't have heat for the first night (and it seemed that there was a draft throughout the entire hotel). An engineer was sent to our room to repair this. When we got back to our room, a space heater was left. At about 10pm, the lobby called to check on the room comfort. Upon hearing that a space heater was left, they sent the engineer back, who said that everything should be fine. We used the space heater to keep warm for the other two nights of our stay.
To apologize, the lobby sent a box of (four) chocolates. Nice, but doesn't make up for a very cold first night. It would have been nice to have the first night reimbursed or heavily discounted.
We have stayed here multiple times in the past, but we were quite disappointed this time and will likely take our business elsewhere should we return to Edmonton.
Comment from Hotel Management
Apr 19, 2017 by Joy I. /Night Manager, Hotel Management
Thank you for taking the time to share your recent experience with us.
Every process put in place is aimed at providing you with an unforgettable hotel experience. From your recent feedback, I am disappointed to learn that we extremely fell short of your expectations. I would like to take this time to apologize for the inconvenience you experience on your recent stay. Rest assured, we are taking steps to help ensure that this was an isolated issue that is corrected moving forward.
As our valued guest, your feedback will be shared with the management and maintenance team in order to prevent for this on happening in the future.
We hope you give us another chance to serve you once again.