This is a lovely airport hotel with clean, very comfortable suites and well appointed decor which incorporates some beautiful photography of Western Canada. There are several restaurant options nearby.
I booked the hotel because the price was right and it offered shuttle service to the airport. My first disappointment was discovering on arrival that the shuttle does not begin service until 6:30 AM. This was not made clear when I booked online and I was in need of a 5:30 AM transfer. I was informed on check in that I would require a taxi and needless to say, this resulted in an extra expense of almost $26 which was unplanned—upsetting, to say the least. Though I had anticipated that the breakfast included in my reservation would likely not be available at that early hour, I have stayed in airport hotels which provide a boxed or bagged breakfast to very early travellers. That said, I accept that this does not happen in all airport hotels but it is worthy of some consideration. Next, I requested a wake up call for 4:45 am and was told I would receive it. I did not. Luckily, I had also programmed my cell phone for that hour in order to ensure that nothing else went wrong and I am ever thankful that I did. As indicated, there was no wake up call. I called the desk at 5 am (having been awakened by my cell phone) and was told that the wake up call was on file but the desk clerk had no idea why it had not gone through. Had I not relied on my cell phone, I obviously could have missed my international flight!
This is my first experience with writing a review on Trip Advisor but the whole experience has been so disappointing that I wanted to share it--especially in light of the highly positive reviews written by others. I want to reiterate that this is a physically pleasant, quite nice hotel. However, my experience with the service was more than disappointing.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
February 11, 2013
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With great sincerity and humility, I apologize for missing your wake-up call. They are often, as in your case, very critical items. Just as on the guest side, we certainly don't like it when things go wrong. It assault's our sense of capacity for what we do. I do not know what went wrong in your case. We may never know. It is obviously fortunate you had a cell phone fall back. (I use my cell phone alarm also when I travel. You never know.)
Breakfast-in-a-bag is a reasonable suggestion for departures prior to the opening of our breakfast service. We will be happy to give it further consideration.
Your necessary departure prior to the 6:30 am start of our shuttle service would certainly have been inconvenient and an extra expense. That is not our intention. Booking a room on line is not an issue, however it sometimes does not describe every service that may be quite important to a particular guest's needs. We do make that information available 24x7 on our own website. Additionally, either our central reservations department, or a call or email to the hotel direct can readily provide this information as well.
We appreciate your compliment on the physical side of the hotel. Our employees are very diligent in keeping it in great shape.
We deeply appreciate all comments. Thank you again.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.