6/10 Okay
Courtenay
Traveled with group
Mar 4, 2025
Liked: Cleanliness, property conditions & facilities
Disliked: Staff & service
Disappointing stay for what you pay.
I called ahead to book an extra bed/cot because we were 3 people staying in the suite. When we arrived, there was no extra bed. We decided to share beds instead. I received a charge per night for the bed that never arrived. They remembered to charge me for the service, but they did not remember to actually provide the service. I did not realize until I got home because the invoice they emailed me the morning of checkout said zero charges so I used the express checkout. When I arrived home, I saw I had a charge on my card and a new invoice.
The room was cold. We tried to change the thermostat and it didn’t make the suite any warmer. There were 2 robes and 2 water bottles for 3 in the room (yes, we indicated there would be 3 guests when we booked) and only 1 of the 2 beds had a duvet.
Service in the lounge was so slow we went to the poolside restaurant to get some food. The server told us they didn’t have a busser and they were slammed and that we could get food in the lounge. She said “I won’t hate you if you sit here”. So back to the lounge we went. We waited quite a while for service and when the bartender came to drop off menus she asked if we were ready to order. You just dropped off the menus so how would we know what we want yet?
The staff fixed the charges and brought up the extra blanket and robe we needed after I called, but I would expect these things to be taken care of for the price and reputation of this hotel chain.
Courtenay
Stayed 3 nights in Feb 2025