Wow, I would have never thought I would experience bold faced lying from 2 managers.
On September 14 we were staying at the Hinton Nova Inn. At check out from Hinton I asked the clerk to contact Whitecourt to ensure my reservation for a "suite" was in order. The clerk brought me a note right to my breakfast table indicating she had contacted the Nova Inn at Whitecourt and that everything was in order with my suite and that the rate was $138.00 CDN.
When we arrived at check in in Whitecourt, the front desk clerk was checking in other patrons. A couple had just arrived before us, they were "walk in " patrons with no reservations. They were checked into a "suite". When it came time for me to check in, I was told there were no suites avaialble. The front desk clerk was leaving her shift for the day, while the General Manager took over the desk. She told me that she found no reservation for our suite, and simply said that there was nothing she could do. She said we could get two rooms if we wanted. I asked if the hotel would provide two rooms for us at $138.00??? What we had budgeted? "NO!" I then
asked to speak with the Manager, she said the Manger/owner was away. We needed a place to stay, so we agreed to the extorted price for the two rooms! In the morning at check out, the same
General Manager was on shift, I checked out and asked to speak with the Manager, I was again told she was away. I asked for her name. I was told it was Donna (--). When I got home I called to Donna (--) and explained the situation. Donna would not do anything or even apologize. She said that they were no longer under the Nova Inn "flag ship" and she was the new owner of the yet to be named "new hotel"..... I explained the rude treatment that we received from her General Manager..... "big deal!"
Folks, this "Nova Inn" Whitecourt, or what ever the new owner, Donna (--) will call it is not interested in customer service, they have a busy clientel of oil and gas employees and could care less about anyone. They have no concept of what a guarenteed reservation is, and how to honour their commitment to customer service. I wish them well, but they will never see us darken their doorways again.
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- Also Known As:
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