You cannot beat the beautiful location of this old hotel in the heart of Quebec save for the Chateau - unfortunately the charm ends there. We have come to expect excellence from everything in Old Quebec and the Hotel Clarendon falls short - extremely short in almost ever department.
Had we not been here on a business conference with reduced rates and meetings in the hotel itself, we would have relocated after the first night. There is no way I would have paid the normal rates for this hotel with so many similarly priced options in the same area.
Normally we don't focus on petty service issues, but when they start adding up, you realize that they are not individual oversights but a just a standard of business. Our issues began with making our reservation a month in advance when it took two phone calls to reserve a King Superior room with the conference rate - which we had to inform the hotel of, with their own confirmations.
When we arrived for our 6 night stay, we were greeted with a friendly bell hop who ensured us that the hotel staff would see to our every need. Was he ever wrong and after loading our luggage on a cart which was appointed with a sign saying that they were only for bellman use, he promptly disappeared. After checking in, there was no one to be found - so we took our luggage with the cart and later were reprimanded for having it.
When we arrived in our room, we were disappointed to see that even after our extensive phone calls for reserving it, they gave us the wrong room - and sent us to one with 2 double beds and no work station - a far cry from the one we had specifically reserved for this week-long work-cation. We promptly called the front desk and informed them of their mistake. After keeping me on the phone for almost 10 minutes, they told us to wait and they would send someone with a new key for our new room - we stood around for almost 30 minutes! Finally a bellman appeared to relocate us down the hall. After scolding my husband for having the cart - he brought us to our new room which STILL had two double beds but at least this one had a work station. Instead of complaining yet again - we decided to make due. Unfortunately this room had the windows painted shut and a thermostat you could not adjust so in retrospect - we should have insisted on another move especially with June's humidity in Quebec!
Among these issues, our week continued to add to our dissatisfaction. Taken separately none of these issues make for a bad experience but they do tend to add up to a disappointing stay.
- the shower temperature fluctuates drastically between scalding and freezing to the point of being painful if not dangerous.
- Key cards needed to be reprogrammed EVERY DAY because they stopped working
- Housekeeping did not replace amenities like coffee and shampoo and they had to be sought out.
- Bathroom door did not close, and had to be locked when inside (although this could be just a condition of the hotel's age)
There were a few good points that should be mentioned although nothing that you shouldn't expect in a $200+/night hotel.
- the bathrobes in the room were nice
- The Kuerig coffee maker was appreciated
- Free Wifi service in the room
- the location, location location.
Over-all, with all of the amazing hotels and bed and breakfasts in Old Quebec, you can do much better than the Clarendon which relies too much on its location and not enough on its service.
We will not be returning.
The best rooms - can be found elsewhere.
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Wow, what a constructive review! These kinds of comments are very helpful in order to improve.
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Our bellman are prompt to serve every guests, and since they have a limited amount of luggages carts, we need to keep a certain control so everybody has the chance to be serve the same way.
The communication problems that occured with the frontdesk are definitely not supposed to happen. There are no excuses for bad service, but you can be assure that the staff and the managers strive to better our services and give every guest a stay to remember.
We have taken every single points that you mentionned and we have fowarded them to the new owners. The new administration has been in place for only a year, and they appreciate guests who take the time to share their experience, good or bad, and will consider every possibilities to improve their product.
Thank you so much again for you stay and your reviews, you can be sure that there is going to be a follow up to make sure that a situation like this does not happen again.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.