I am a frequent traveler throughout Ontario and have traveled extensively throughout Canada. While in Toronto I stayed at the Radisson suites on Dixon Rd., Stayed at the Radisson in Sudbury and the these both locations provided excellent service. The room I reserved was exactly what I had requested and also provided confirmation By e-mail with the cost and tax of the room with no hidden fees. I was a satisfied customer and would always book at these two locations when on business in Toronto and Sudbury. I was a frequent guest of the Radisson and I became a privileged Carlson club member over the years.
Over 3 months ago I booked at the Radisson on Parliament Hill in Ottawa for 3 nights to attend a wedding. I booked two rooms with two queen size rooms for 2 adults in each room. I received written confirmation for both rooms confirming two rooms with 2 queen size beds. When we arrived on August 9th, we were greeted by a young man who was polite and gave us our keys and off we went to our rooms only to find two double beds, not Queen size beds, we had no view whatsoever, the window was dirty, scaffold and queen mesh tarp covering the room with absolutely no view. The room was clean, the beds were hard and the controls were not functioning at all. I called the front desk wanting to know why we got double beds instead of queen beds in both rooms and the young man said that it was showing as queen beds in both rooms on his computer. I told him that we have queen beds at home and I did not care what his computer was showing that it was double beds and I told him to come and check for himself. He came to both rooms and said, yes, looks like double beds, then said, " you still got the rooms for a good price", I relied, " you're missing the point, the reservation was made months ago and confirmed in writing 2 rooms with 2queen size beds" and it cost me 60,000 points plus over $730.00 for the two rooms. There was no mention that my reservations would not be guaranteed, in fact it was guaranteed in writing. It was an insult that he was trying to justify why we were not given what had been promised instead of being honest and tell the truth that they screwed up. He then said he would try to get two rooms but then offered a room with a one queen bed which was more insulting since two adults were to be in each room and by then I was totally exhausted from a long day of traveling and told him to never mind but that I would not let this go and I wanted to get back some of the 60,000 points plus cash that I was charged because they did not honor their commitment. He then gave me the story that the manager would not be in until the Monday knowing full well we were leaving on the Monday?
The next thing he did was call our room and offer two free breakfast keep in mind we were four adults, two in each room which was another insult. To add more insult when checking out on August 12th , I was charged an extra 3-% for destination marketing fees that was never disclosed on the written confirmation and I had never heard of this extra charge before today. On the written confirmation, it shows the cost of each rooms for three nights plus 13% tax and under other charges it shows $0.00. At check out a charge of $9.18 for one room and $9.56 for the other room on and above the hotel rate and tax. Very disappointed in this hotel's conduct and treatment. They can dress it up as much as they want on line but beware and careful when booking. This is my first bad experience and will be the last one I can assure you. Sad but true.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Report response as inappropriate
Thank you for taking the time to review our hotel and tell us about your experience. We sincerely apologize about the room’s issues you experimented and overall that we were not able to meet your expectations. We highly value our Club members but strive to provide the best hospitality service to all our guests and we will take your constructive comments in consideration. Please contact our corporate office directly and we can speak further about your stay.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.