2/10 Terrible
Kate
Traveled with group
Oct 31, 2025
Disliked: Amenities
This was our 4th continuous booking at this hotel. We had to change the room from the last so we checked out before 11 and left our room with concierge. They were supposed to deliver our luggage to the new room once ready. We waited for a text from the hotel but the text never came. So at 4pm we checked in. On our file we had previously requested that for our last booking we have the same view overlooking the bow river as in the previous room. When we checked in we learned that our luggage was brought into a room without the front desk sending us a text and we were waiting. Also, when I asked if we got the requested back view, the said there are no rooms available on that side but that they gave us a special room without a beautiful view and asked the concierge to show us the room. When we got to the room, we were outraged as the view was that of the parking lot. We called the front desk and asked if we could see another room. The concierge took us to another room, opened the room and there were people in it. The front desk told her to send us back downstairs to front desk. us to come back down. When we got back we told her again that we had requested a view at the back overlooking the bow river, and all of a sudden she gives us the specified view meanwhile, 10 minutes ago she said there were no rooms available. Really poor customer service from the front desk staff for the 3rd time in a row. Each time there was such a struggle for us that we had to write to the management.
Kate
Stayed 4 nights in Oct 2025
