I recently stayed at the North Bay Travelodge on my way through the city. During booking and check-in, I inquired as to whether their Internet was working correctly, as I had some extremely critical (and financially time-sensitive) work that absolutely required a functioning Internet connection. I was assured that all was well. Unfortunately, as a result of a recent storm, the Internet was in fact NOT working the night I stayed. I ended up completing the necessary transactions via my phone's 3-G connection, which, as a result of the slow speeds, took me well into the night before I could head for bed.
I spoke directly with Mr. Jay Kim, the managing director the following morning and expressed my frustration, particularly after going to some considerable effort to ensure prior to my arrival that the Internet was functioning.
Mr. Kim was EXTREMELY apologetic and genuinely sorry for the problem I experienced. He immediately offered to refund me the entire price of my stay, and within a short time, I received a personal cheque in the mail, exactly as promised.
The hotel itself was very clean, very quiet, and very comfortable. If not for the Internet issues, it would have been a perfect stay - Mr. Kim's attention to customer service is a welcome relief in this day and age and very nicely made up for the issue I experienced. I will certainly make it a point to stay here again on my next visit to North Bay, and have passed my recommendations regarding the Travelodge Lakeshore to my friends and colleagues.
It just goes to show that even when issues arise, a willingness to commiserate with the customer and offer compensation where appropriate can make all the difference! My sincere appreciation to Mr. Jay Kim! Well done!
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