Nice but staff demeaning
Publié le 21 nov. 2016
Our check in experience was wonderful and we learned that we had been upgraded to a 10th floor room. The duty manager gave us our parking pass and told us to park just down around the side of the building. We were pleased with our room overall, but there is no air circulation system in the main bedroom/sitting area and as a result it was quite hot. We opened the sliding door to the balcony to get air in and were then serenaded by extremely loud drunk people on the corner bar until approximately 3 am. I wear ear plugs and could still hear the noise through them. Because the room was so warm, we had to keep the door open to get some air. While I realize that the noise issue is not the hotel's fault, it would have been nice to have an a/c or something to drown out the noise. When we checked out the next morning, we were told the final total, and when I asked for clarification, was told that we were charged over $15 for parking for one night. We were never told at check in that there was a charge for parking - just handed a pass and told to put it in our window. When I told the girl at the check out, her reply was extremely rude and she said "we always charge for parking. I will let it go this time, but next time you will need to pay". A customer service oriented response would/should have been - "I am sorry that this was not explained to you at check in, we will take it off your bill. Sorry for the confusion". Seriously..
Commentaire laissé par : Direction de l'hôtel
23 nov. 2016 par Wesley MacInnis, Direction de l'hôtel
Dear Paula: thank you for taking the time to share your feedback with us. We are thrilled to see your overall high rating of our hotel, but disappointed that you did not experience the high level of service for which our team is often recognized from everyone you encountered. Please know that we do keep our parking rates separate from our room rates in order to give guests who do not need parking the ability to opt-out. We also offer 50% off our parking rates to guests who book direct through our on-site reservations team or website booking engine. This information is on our Chateau Victoria website and on our Expedia listing. Also, please know that all our rooms and suites include an air conditioner. We are surprised that this was not mentioned in your comments. Your feedback about the noise from the neighboring establishment is sincerely appreciated. When we are made aware of such instances, we communicate directly with their management team, as well as the local police department in our efforts to minimize disturbances. If you should have the opportunity to stay with us again, please request a suite on the east facing side of the building, away from the city’s noisier core. We will certainly do what we can to accommodate.