The only reason I didn't give a terrible rating was due to the excellent free buffet breakfast. Other then that our stay was a nightmere! We arrived around 1:00pm to be told that our room was not ready but not to worry that we had a partial check in, go shop and don't worry about coming back late, our room would be waiting for us. When we came back it was a totally different story. The desk staff had changed, with a whole new attitude. We where told that our guaranteed room ( two double beds non-smoking) which we picked out and paid for in advance, from expedia was not availiable. We had given a single king smoking room and told that we should have booked directly with the hotel. Too bad for us. We'll learn for next time. I have been booking with Priceline, Hotels.ca, expedia ( third party bookings for years and have never had this happen) When I explained that we paided more to have the double beds "Tony" told me that it wasn't his problem. That once again I should have booked directly with the hotel. He explained that all of the third party bookings are automaticly placed in smoking single king rooms. That we'd have to take this matter up with Expedia. At that point another group came up to the desk to check in with 4 large adults. They had a booking from Hotels.ca. They where told that they had been given a single king smoking room as well, instead of the double they had paid for. Tony went on to explain that this had happend to 4 other people that night. By this time I was on the phone trying to reach Expedia. Even after explaining that my Mother had a smoking allergy, that she wouldn't be able to handle a smoking room, they didn't seem to care. After a half hour on the phone with Expedia, Tony told us that he could put us in a non-smoking single king room. It was so late at this point we took it, happy to not have to stand at the front desk any longer. He made sure to tell us that we should "thank him" since he'd be getting in trouble with another guest for this "switch"
My Mother and I went on this trip to relax and have some fun shopping. We stayed in two other hotels with none of these issues. Having me come to the conclusion that it's this hotel that seems to have a problem with third party bookings. That's what your treated like when you stay here.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.