The hot tub was out of order which wasn't a huge problem for me this time. But noone was at the front desk when I arrived late at 3:00 a.m. after my car broke down driving from Calgary. I called for someone. No response. I phoned the front desk. No response. I repeated both actions. No response. Finally, I knocked very loudly on a side door to a room behind the front desk and someone came out. I was later told that the staff member was in the staff room and had gone to the washroom but it was an awfully long time for this to be true. After he finally came out and checked me in, he went back to the room behind the desk. Another person went in and was trying to check in and encountered the same problem. Noone at the desk! After I got my suitcases out of my car, he had finally come out to help her but this was at least 5 minutes later. They need to have a buzzer or cell phone to notify the front desk person when someone arrives. I almost went to another hotel and would have lost my money. The manager the next day was great. He was extremely helpful, apologetic and kind. He was absolutely perfect when it came to customer service, providing help to bring my luggage down, taking care of my dog while I got my luggage and even assisting to load everything in my car. I was very greatful for his kindness and his genuine concern for me after my horrible night the day before. He is the reason I love this hotel. For the most part, their customer service is excellent!
The hot tub was out of order which wasn't a huge problem for me this time. But noone was at the front desk when I arrived late at 3:00 a.m. after my car broke down driving from Calgary. I called for someone. No response. I phoned the front desk. No response. I repeated both actions. No response. Finally, I knocked very loudly on a side door to a room behind the front desk and someone came out. I was later told that the staff member was in the staff room and had gone to the washroom but it was an awfully long time for this to be true. After he finally came out and checked me in, he went back to the room behind the desk. Another person went in and was trying to check in and encountered the same problem. Noone at the desk! After I got my suitcases out of my car, he had finally come out to help her but this was at least 5 minutes later. They need to have a buzzer or cell phone to notify the front desk person when someone arrives. I almost went to another hotel and would have lost my money. The manager the next day was great. He was extremely helpful, apologetic and kind. He was absolutely perfect when it came to customer service, providing help to bring my luggage down, taking care of my dog while I got my luggage and even assisting to load everything in my car. I was very greatful for his kindness and his genuine concern for me after my horrible night the day before. He is the reason I love this hotel. For the most part, their customer service is excellent!
