This is my first time staying at the Four Points Mississauga and unfortunately will be my last. My colleagues and I typically stay at the Holiday Inn directly across the street during our monthly business trips but decided to stay at this hotel due to noisy renovations at the Holiday Inn.
The upside: The hotel is modern and clean with nice rooms. My 5 colleagues and I relaxed in restaurant/bar each night during our stay and were very happy with the service there.
Unfortunately, I left a travel bag in my room when I checked out. It was not until the next day that I realized that my bag was missing. I called the hotel on late afternoon 1/18 and spoke with a kind gentleman that worked the front desk and explained my situation. He explained that the Housekeeping Manager was the only person who could manage any lost and found questions/concerns and mailings and that I should call back the next day to get in touch with her. I explained that I would at the very least like to know whether or not my belongings were found and in a secure place. Frankly, I was surprised to hear that this was not a normal practice at the hotel as front desk at other hotels that I have visited have been empowered to mail lost and found items. He went above and beyond the apparent practices at the hotel to deliver on my request. He took my name and number, got in touch with someone who could confirm that my belongings were there, and called me back in a short time to confirm. Thank you very much for your great service and for taking care of this request. From there he asked that I call the Housekeeping Manager back the next day to set up mailing and payment thereof.
The downside: The next day (1/19) I called the hotel back and spoke with the same young man at the front desk who recognized my voice and kindly forwarded me to the voicemail of the Housekeeping Manager. I did not hear back from the Housekeeping Manger after about 4 hours and decided to call back. At this time a female front desk agent answered the phone and even in writing this I am STILL in shock with her rudeness and complete lack of customer service skills and how blatant she was in demonstrating it. I asked whether or not the Housekeeping Manager was still on duty to which she responded that she was not. I explained to her that I had tried calling the Housekeeping Manager several times. She responded that the Housekeeping Manager does not "regularly check her voicemail or go to her office because she has to be on the floors". I ask who I could speak to live in order to take care of things. She told me that only the Housekeeping Manager could help and to call back the next day because she is no longer at work...at this point I am truly confused about why, according to her explanation, lost and found is in the hands of someone who irregularly checks their messages. I asked her if she could take a message to give to the Housekeeping Manager and have her call me. She "yes, OK I will, thank you for calling" and proceeded to end the call. I was shocked because she had NOT taken my name and number to give to the Housekeeping Manager along with the message. I called the hotel back, got the same young lady and asked why she hung up the phone without getting any of my contact information. She said, "I already have your number to give to her" (apparently on the caller ID). My next question was whether or not she had my name to give along with my number so that the Housekeeping Manager knew who she was asking for. She responded "no, I'm just going to do the same thing that you did and leave her a message anyhow". Still I asked whether or not she was at least going to take down my name to pass along with that phone number (I had zero confidence that she was going to pass this message along nor that she cared to). Her response was that she would take my name and give it to the Housekeeping Manager along with my number "if that is what would make me satisfied". (Wow!!)
I will continue to attempt to contact the Housekeeping Manager and hope for a call back so that I can get my belongings mailed to me. I am appalled by how I was spoken to by your front desk agent and her the degree of bravado. After reading another review from September 2012, it seems that this is not the first time that a customer's post stay experience was unsatisfactory. It is not just one stay that matters but the ability to retain repeat customers at your hotel. I will not stay at this hotel again and will not recommend it to any of my business colleagues who visit our Canadian HQ in Mississauga. Frankly I would rather endure the renovation noise at the Holiday Inn across the street where for my past year of monthly visits the service has ALWAYS been friendly and consistent.
- Official Description (provided by the hotel):
- The Four Points by Sheraton Mississauga Meadowvale has 7,400 square feet of event space, perfect for meetings, weddings, and other business and social events. ... more less
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- Also Known As:
- 4 Points By Sheraton Mississauga Meadowvale
- Four Points By Sheraton Mississauga Meadowvale Hotel Mississauga
- Four Points Mississauga Meadowvale
- Mississauga Sheraton
- Mississauga Four Points
- Four Points By Sheraton Mississauga Meadowvale Ontario