This hotel's customer service is horrendous. If you’re looking for a place to stay that will make you stressed out, than this is the hotel for you. Most of the features they advertised were unavailable.
The pool and hot tub were advertised as open and available, but was closed. After researching reviews, apparently it was closed a week before I even made my reservation, but they never bothered to mention it even after I said a hot tub and pool was the most important factor.
They advertised free continental breakfast and do not have it! I went down to ask where it was after check in and they told us they are not going to give it to us because they are choosing not to do it anymore. The website STILL advertises it is there!
Their front desk persons are incompetent because they do not know anything about anything and always say that I must speak to a manager, than say there is no manager to speak to. They do sound pleasant when saying it though.
They mislead you in there special offers. We came here because they advertised a groupon that featured "dining credits" as well as "a free continental breakfast" and "a hot tub and indoor pool". The dinning credits were not dining credits. They were coupons with minimum purchases which were misleading. When I explained my problems, she explained that there would be nothing that they would do for me because they were switching to Holiday inn from Baymont and that they were having the sign switched today. This gave me the impression that they did not care about their customers. BEWARE! Do NOT stay at this hotel if you are seeking a positive customer experience. Also note, if the Holiday Inn statement was fact, they will no longer be Baymont, but most likely still provide the same poor quality of service under a new hotel chain at the same location.
Room was dirty even after check in. We had arrived at 4:15pm when we were allowed to check in as soon as 3:00pm, there was a lady in our room and had not cleaned it yet. We could not leave the room because we did not know this person and did not want anything coming up missing, so she took 30 minutes and we waited. Thank god we upgraded to the King Jacuzzi Suite because with the pool being one of the primary factors of us staying there, we at least had something to enjoy water wise.
They charge INSANE parking fees to guests! If you stay here, be smart and park in $5 parking lot and save yourself some money! There is one less than 2 minutes’ walk away. Very sad that they charge guests parking when the parking lot is empty not to mention they charge as much at the hotel for guests as Clifton hill charges for tourists!
Their television lineup is TERRIBLE! After arriving and turning on the television, it looked as if the "cable" was actually "free over the air" antenna! There was like 25 stations and many of which are free to over the air. So if you want to watch television at night or any sports, please be advised that this may not be possible.
Lack of charge clarification! If you want clarification on your total price at checkout, you will have a hard time getting it because they will not give it to you. They add multiple fee's onto your room that will increase the price by a hand full and expect you to do the entire math yourself. KNOW WHAT YOU ARE DOING BEFORE YOU BOOK. In our case, they wanted us to add $15 for parking + 16% Canadian tax rate on total bill. Add this to your rate of room for the night.
POSITIVE THING: The room we were in was satisfactory and fortunately, unlike other reviews, our fireplace worked in our King Suite... So we were fairly happy with that.
So in conclusion, this hotel was overall rated as POOR! Though the room was satisfactory, the customer service was horrendous and that is in my opinion the most important factor!
This review was written days after check out and was not submitted immediately in hopes that once I contacted company Wyndam Hotels and Resorts, they would address the situation in an effort to satisfy me. With that being said, details of my complaint were left out when entered at their end and after waiting 3 weeks for the “process” they go through to take place, I finally called back. They said they contacted me at the wrong number a week earlier and initially said there would be nothing they would do for me. Come to find out the representative just included the details of the transaction rather than the details of the stay. Information was resubmitted to representative and will now wait for a reply.
UPDATE: I recieved a call back regarding this and they offered a hotel voucher. This was the best they could do. They said they would ship it to me via mail. This was 2 months ago and still have not recieved the voucher. So again, BEWARE!
ONE LAST NOTE: wkbw IS doing the SAME offer as GROUPON did.. PLEASE BEWARE that the DINNING CREDITS are NOT certificates but COUPONS.. So unless your bill is over 30$, they are USELESS! Just figured I would let you know!
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.