My husband and I were married on one of the nights that we stayed with the hotel. The front desk staff acknowledged this verbally, but we were hoping that something would be extended our way (a room upgrade, a quiet room placement within the hotel, some recognition of some kind that we chose to bring quite a bit of business to the hotel for our wedding). There were no acknowledgements made, and no one said anything at checkout to us about our wedding the evening before. Additionally, I noticed at check-in that my new husband and I were in a room next to my parents, so I asked if we could be moved to a further location. They placed us directly across the same 90 degree cornered hallway, which was almost worse than being directly beside them.
2) I made two room reservations under my name because we wanted to pay for my parents room charges. During the reservation process, and during checkout, this was mentioned with explicit instruction - no one was to pay for the rooms under my name, and my credit card was to be used for all charges. I received the bills for both rooms in the morning and during checkout, again reminded the front desk agent about our arrangement. Five minutes later, my parents paid for their own room without hesitation from the front desk staff.
I am a Gold cardholder at Delta, a Platinum member of Hilton Honors, and a Gold cardholder at SPG. I travel for work for a living, and stay over 200 nights in a hotel on an annual basis. This was my first - and last - interaction with the Coast chain of hotels. My favorite hotel in Edmonton called me to see how the wedding went this weekend because they made notes about a conversation that I had with them this past month. THIS is the service that the hotel industry now provides that the Coast failed to live up to.
I'm sure this is a great hotel for business travel (rooms are pretty noisy though - I wouldn't expect to do much work during the day with the way that the doors close into their jams), but I would under no circumstances recommend this hotel for any special occasions or celebrations. Stay at a proper 4-star hotel that has the services and training in place to properly acknowledge guests who bring in large amounts of business to their location. Don't gamble on your special day with inadequate service.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
On behalf of the Coast Lethbridge Hotel, I would like to thank you beebeebee for taking the time to submit your review and bring to our attention the issues that you experienced during your stay. I can assure you that we are not simply a "business hotel", as we have multitudes of weddings, teams, associations, anniversaries, etc who choose the Coast Lethbridge Hotel to host their events...99% of them with very positive things to say about our service and facilities. Having said that, I do not wish to take anything away from your comments.
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You have mentioned two different issues in particular, one being the fact that there wasn't any consideration given to perhaps upgrading your room due to the fact that you were celebrating your wedding while here. Although I do not personally know the exact reason behind why this was not considered, I can tell you that we often experience times when we simply cannot upgrade because of the occupancy of the hotel for a given date. This may also have come into play when you were re-situated to another room which also was not ideal. I will be sure to address situations like this with our Front Office Manager to in turn discuss with the staff to allow more flexibility, when occupancy allows, for a complimentary upgrade. This can often be something as simple as making a better judgement call and can often be difficult for some staff especially in the case of newer staff members.
You had also mentioned the difficulty you experienced when arranging payment for the guest rooms. We will certainly bring this to the attention of all front desk staff during our next staff meeting, as effective communication is key to our industry and in ensuring the wishes of our guests are kept paramount in our minds. Your request for special payment was not out of the ordinary.
I would caution you on something you said however and that was, "This was my first - and last - interaction with the Coast chain of hotels". I do not believe it is fair to paint the 40+ Coast Hotels with the same brush when it comes to service any more than it would be fair for someone to never eat again in one restaurant that is part of a chain, simply because of one experience. Although we may have "dropped the ball" in this instance I can assure you that customer service has always been a top priority for us and is, in fact, something that we are often complimented on. I do hope that you would be willing to stay with us again in the future, and to offer us the opportunity to prove ourselves, as well as to stay at one of the other fine Coast Hotels within the chain. Thank you once again for your insight and assistance in helping us to turn attention to areas where we can improve.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.