Let us start by staying, my husband and I travel a lot throughout the year, and for the price that we paid, we've had much better experience with other hotels and resorts. We expected more from Regal Iclub, and this is the worst hotel experience we ever had.
We stayed at the hotel from April 14-19, 2012, we paid more than $250 Canadian a night for the king bed ibusiness guest room. The purpose of our stay was that we were on our Honeymoon. Due to such a horrible experience during our stay, it left us very disappointed and ruined our honeymoon.
I have personally emailed "Regal iClub" and informed the hotel that the purpose of our stay was for our honeymoon and I got a reply back stated that the message will be forwarded and attached to the reservation. However, upon arrival, we were not greeted or acknowledged as being on our honeymoon, no congratulations, no welcome to the hotel, nothing at all. All of the other hotels we have been to; the staff congratulated us and presented us with a free bottle of house wine, champagne, cakes, home made cookies and even a free upgrade to club suite. Needless to say, Regal iClub left us disappointed in this regard, and we will be sure not to recommend any of our friends and family to go there in the future. All of the hotels went above and beyond and made us feel special for our stay with them during our honeymoon, except Regal iClub. However, there was nothing special that they did for us. Absolutely nothing.
On the very 1st day we checked in, we found a room with lots of hair on the bed sheets. That is very dirty, horrible and told me what a sloppy job Regal iClub has done cleaning the rooms. I wanted to complaint to the front desk right away, however my husband was really tired from the 16 hours flight from Canada, so we clean the hair off ourselves and went to sleep.
On the 2nd day, after we returned to the hotel at night, the light bulb in the washroom was burned out, the plastic seal on the shower door was broken and we noticed a very bad sewage smell from the washroom. We asked the front desk to have it fix and the response we got was: "ok, we will have someone fix it by tomorrow". On the following day, before we left the hotel we once again reminded the front staff to have all of the things above to be fixed by the time we get back to the hotel. Not to our surprise, when we got back, all the things were still not fixed, and we called the front desk and informed them again. All they did was sending housekeeping in and we were told that technician will be in tomorrow, and they will have it fixed. At the same time, front desk asked the housekeeping lady to give us a bottle of air freshener to spray the washroom in order to cover the unfixed sewage smell that was coming from there. The Housekeeping lady came in and told us the following in these exact words: "I am very busy now, I have many rooms to clean, and is very late now, I am HUNGRY, and have not eaten dinner yet so I will come back later and give you the spray bottle." If you were in our position, how would you feel? We are on our honeymoon, everything broke down and went wrong in this hotel, and now horrible service!!?? Is this how you treat your guests!!?? The feeling we got from this was; we paid for this expensive hotel, everything is broken in the hotel room, and no one is trying to fix anything at all. No one welcomed us, and the worst was that the housekeeping lady is saying we are bothering her and preventing her from eating her dinner??? This is just ridiculous, beyond words and there is no words that can descried how angry, upset and disappointed we were. We understand that she probably was hungry and tired, but this is not the guest fault right? Also, you do not tell your guest that you are Hungry and Tired. You can eat during your breaks, or before work. I have worked in customer service industry in many different roles, and this is not the way to treat your guests. The most unbelievable part was after the housekeeping lady gave us the air freshener, she informed us that if other guest needs it, she will have to come back and grab it from us because she only has 1 can of air freshener for the whole hotel. At that point we were completely in shock. For such a big hotel, Regal iClub only has 1 bottle of air freshener!!?? This is ridiculous and not the proper way to run a business never mind a hotel.
Finally the following day we got back everything was fixed, except the horrible sewage smell still coming from the bathroom. Once again like clockwork we received another horrible experience; a note from the hotel stating there will be no water supply from 11:00pm April 18 - 6:00am April 19. This was very inconvenient not just to us but all of your guests. As we are on vacation we usually stay out late and come back around 11 pm or afterwards and because of this inconvenience from this hotel (no backup plan for this or consideration/compensation) we had to travel all the way to the other side of the city to our relatives place to take a shower. The thing is it doesn't matter if this is required by the government or not. The hotel is suppost to guarantee a good stay for the guest and not to inconvenience them as well as running water. And if something comes up there should be a backup plan and if not compensation! There should be compensation for making a guests stay so inconvenient as well as an apology.
On April 19th, the day we left, to add insult to injury our horrible experience from Regal iClub; we woke up and noticed there were little blood stains everywhere on the bed sheet. We were petrified and at a lost of words. We had slept in dirty, and BLOOD stained sheets for the whole night!!!! It just sent shivers up our spine that Regal iClub does not clean and maintain their facilities properly. The fact that we slept in blood stained sheets all night is even more ridiculous. How can a hotel this big, give their guests dirty bedsheets to sleep in?
In addition to having no water supply until 6:00 am, we wanted to take a shower after having seen the dirty bed sheets, we realized quickly that there was no HOT water in the shower. Once again, we informed front desk, and escalated to the supervisor on-site. It took him half an hour to have a technician to check and find out why. The result was that for some reason, something was broken and they only had hot water up to the 15th floor, and everything above was cold water. Well isn't that great, another issue with your facilities not being run and managed properly and tested after maintenance. The supervisor offered to find us a room, so we can use the washroom and take a shower. Then it took him an hour to get us a room on the 5th floor so that we could do what we were meant to do hours ago. Once again inconvenience to your guests with no compensation or consideration to the fact.
When we did check out, we advised the supervisor all the complaints that we had during our horrible stay at Regal iClub. All he did was apologize, and did not attempt to do anything else to save our impression of this dreadful hotel. We then asked for the General Managers email adress, but all we got from him was the general email information inquiry email address on a tiny little piece of paper. Not even a card! Can you imagine that!? What a petty and horrible way to do business and handle customer service issues. Is there no process to file complaints? I'm sure Expedia, trip advisor and many travel forums on the Internet would love to hear my story. Ultimately we have to go online on our own and search for your email address. Our experience with your hotel is so bad that it disappointed us every single day until that day we leave and WE will always REMEMBER to stay away from Regal hotels. We would never recommend any friends or family to stay at such a horrible hotel.
Don't even bother to consider this hotel at all...PLEASE STAY AWAY
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.