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“Disappointed little girls - water slide closed - the entire stay”

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Courtyard by Marriott Kingston Highway 401 / Division Street
Ranked #4 of 37 Hotels in Kingston
Certificate of Excellence
London, Canada
Level Contributor
16 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 25 helpful votes
“Disappointed little girls - water slide closed - the entire stay”
Reviewed April 6, 2012

We chose the Courtyard because it ranked highest as a family destination. Our girls couldn't wait to ride down the water slide so prominently advertised. The slide schedule was easy to understand - closed for the entirety of our stay. The front desk provided the following rationale: it's very expensive to operate. The second strike came when we wanted to watch a family movie...but the volume cap on the TV made it impossible to hear (even after shutting off the room fan etc.) Receptionist indicated she'd see whether she could find someone to fix it - and that she'd make a note of learning how to fix it for next time (no one ever came). Strike three was when my best sleeper couldn't get comfy on the pull out chair because of the springs poking into her back. I switched with her - and I vouch for the assessment. These unfortunate drawbacks really clouded the lovely modern decor and cleanliness of the place - hence our review score.

  • Stayed April 2012, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
4 Thank CanadianAnge
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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529 reviews from our community

Traveler rating
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Rating summary
  • Location
    4.5 of 5 bubbles
  • Sleep Quality
    4.5 of 5 bubbles
  • Rooms
    4.5 of 5 bubbles
  • Service
    4.5 of 5 bubbles
  • Value
    4 of 5 bubbles
  • Cleanliness
    4.5 of 5 bubbles
Traveler tips help you choose the right room.   Room tips (104)
Date | Rating
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  • German first
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English first
Ottawa, Canada
Level Contributor
25 reviews
16 hotel reviews
common_n_hotel_reviews_1bd8 22 helpful votes
Reviewed April 2, 2012

We stayed at this hotel for a sports tournament in early March. The rooms were very clean, and roomy and felt very high-end. The lobby/foyer is great for an informal meeting area. The girls loved the slide/pool area. There is a deli on site, but is very close to Swiss Chalet, Boston Pizza and Dairy Queen as well as many other spots to eat. Would definitely stay again!

  • Stayed March 2012, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Ottawaresident12
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Ottawa, Ontario
Level Contributor
28 reviews
19 hotel reviews
common_n_hotel_reviews_1bd8 21 helpful votes
Reviewed April 2, 2012

We were there for the entire weekend and it was very pleasant. The staff was very nice. We appreciated the refrigerator and microwave in the room. It helped cut down on expenses. The hotel is super clean. For the hockey tournament weekend, they had security guards in the hallways in the evening so that the noise was kept to a minimum. The pool is a nice distraction for the kids. The hotel is located in the same parking lot as the shopping outlets and many restaurants. It makes things very convenient. Thanks.

Room Tip: Try to book the front of the hotel away from the elevator.
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  • Stayed March 2012, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank laldm
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Ottawa
Level Contributor
56 reviews
17 hotel reviews
common_n_hotel_reviews_1bd8 26 helpful votes
Reviewed April 1, 2012

I have only ever used Trip Advisor to commend businesses that have gone beyond my expectations but, for the first time, I am writing to complain about one.
First I’ll try to be fair and list the good features of the hotel: the room and bathroom were impeccably clean, the cleaning and breakfast staff very friendly. The hotel also appears to have a nice pool with a waterslide and a well-provisioned gym though we didn’t stay long enough to check them out.
The bad now…
The hotel is pricey for its location – there are more expensive hotels in Kingston but they tend to be situated downtown, near the water. The biggest rub though, staff indifferent to disruptive guests. We arrived to check in late, as we had warned in our booking to find the front door locked – slightly irritating but another guest did come along with a card and let us in. As we entered the lobby, a group of middle-aged men, sitting in the corner of the lounge area, drunk as skunks, started yelling incomprehensible things, maybe at us, maybe at something in our general direction. The front desk staff completely ignored them and the men continued to yell at anyone who came in the door. We were feebly told that there were sports teams staying in the hotel and that if they were noisy we should come down to the front desk and tell the staff. I looked over at the guys in the corner and saw how effectively they were being managed and wondered why the guest has to come downstairs… Hmmmmmm….probably should’ve taken the warning for what it was, an indication that the staff would not get involved unless forced to do so and left right then and there. Sadly we didn’t.
It was past midnight when we got up to our floor to find a bunch of young kids sitting on the floor in the hallway looking tired and confused while their parents whooped it up in their rooms. We went into our room and got ready for bed, exhausted. The walls are thin and we got to enjoy listening to the drunken buffoons across the hall until 2 am.
Tired and frankly very cranky, we got up the next morning and went down for breakfast. $12.95 all you can eat breakfast buffet composed of five or six chaffing dishes, a few jugs of juice, rock-hard green apples and green bananas. And you get a paper plate to eat from. Classy. By the time we finished, which wasn’t very long, the hung-over parents were starting to arrive, grumbling at their obviously sleep-deprived kids. We had planned to have a swim in to pool before leaving but decided to pack up and go. To summarize, unless you enjoy watching staff ignore the bad behaviour of other guests, I wouldn’t bother staying here.

  • Stayed March 2012, traveled with family
    • Value
    • Location
    • Sleep Quality
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    • Cleanliness
    • Service
Helpful?
3 Thank laughinglady
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
CourtyardMarriottGM, General Manager at Courtyard by Marriott Kingston Highway 401 / Division Street, responded to this review, April 2, 2012
Good morning from Kingston,

Thank you for your review. I am sorry to hear that your stay was not an enjoyable one. Is is disappointing when we fall short of our own goals to make each and every guest stay the best we can make it.

To cover the specifics,

Price-wise, this weekend was an extremely high demand time, and as a result our rates were higher than you would typically see this time of year. You did mention that the hotels downtown are pricier, but "by the water", I would also like to point out their nightly additional charges for parking that range between $10 and $15. This is a notable differential when comparing hotels in Kingston.

For the safety and security of our guests and staff, our front entrance automatically locks at 11PM each night and unlocks at 6AM each morning. Registered guests are able to unlock the door with their guest room key. Arriving guests are able to contact the front desk to unlock the door via intercom. It is located below the sign that indicates the doors are locked for security reasons.

The gentlemen in the lobby were placed there by our hotel security while they awaited the local police to take them away to the drunk tank. We are sorry that they were a disturbance for you upon arrival.

Over this busy weekend, we had a number of staff and security patrolling the hallways trying to keep noise to a minimum, while responding to noise suppression requests. We are sorry to hear we were not able to keep your particular area to a level meeting your satisfaction.

While serving on paper plates is not always the "classiest" of moves, this weekend because of the anticipated high volume of patrons, our evaluations found it prudent to use paper strictly from an environmental standpoint. Rather than running our dishwashers with extremely hot water continuously through the breakfast period, consuming high volumes of water and electricity, we opted to compost the paper plates and food.

In summary, while these explainations provide some insight as to why things were as they seemed, it does not repair the unpleasant experience. For that I apologize.

I have sent you a personal message regarding this and I hope to hear from you, as I do wish to address your concerns and come to an acceptable solution for you.

I look forward to hearing from you.

Until then,

Happy Travels.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Kingston, Ontario, Canada
Level Contributor
27 reviews
10 hotel reviews
common_n_hotel_reviews_1bd8 23 helpful votes
Reviewed March 20, 2012

I had the pleasure of staying at this Marriott for an overnight with my two boys (7 and 9 years old) as a bit of a 'staycation' in Kingston. Main reason to stay was because it has a pool and waterslide - that was the main draw and it was tons of fun and clean as well. The hotel itself was far better than I could have imagined, definitely one of the best spots in Kingston. The hotel is quite new and it shows with all of its amenities. Fantastic lobby with huge flatscreen and corner shuffleboard which my boys loved. Our room was spotless and fresh. I had asked for early check-in, extra pillows and towels, and an upper floor and Marriott delivered on all of that. This hotel is also in an excellent location that is not in the downtown. You can walk to a variety of new chain restaurants, it is part of a small box development with good stores for shopping, and new multiplex is under construction across the street. Highly recommended for family stays.

  • Stayed March 2012, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank PalladioKingston
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Level Contributor
26 reviews
9 hotel reviews
common_n_hotel_reviews_1bd8 17 helpful votes
Reviewed March 15, 2012

We stayed here a few nights ago and we enjoyed the fitness room which was very clean. The pool was great and the water slide was pretty good ( very fast! But fun). The hotel is beautifully decorated and that includes the room. I will stay here again next time I'm in Kingston.

  • Stayed March 2012
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Cookiemonsterfan
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Toronto, Canada
Level Contributor
177 reviews
23 hotel reviews
common_n_hotel_reviews_1bd8 81 helpful votes
Reviewed March 10, 2012

We frequently stay at this property because our son attends Queen's University. It's very close to the highway but quite a distance from the campus. It's a fairly new hotel, clean, modern and comfortable. The staff is always pleasant and helpful. Our only complaint is that we find it consistently pricey for a mid-grade hotel in a relatively small city. Apart from that, no complaints.

  • Stayed September 2011, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank RedstoneBoy
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about Courtyard by Marriott Kingston Highway 401 / Division Street

Property: Courtyard by Marriott Kingston Highway 401 / Division Street
Address: 103 Dalton Ave, Kingston, Ontario K7K 0C4, Canada
Phone Number:
Location: Canada > Ontario > Kingston
Amenities:
Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Kitchenette Restaurant Suites Swimming Pool Wheelchair access
Hotel Style:
#2 Business Hotel in Kingston
#3 Family Hotel in Kingston
#6 Romantic Hotel in Kingston
Price Range (Based on Average Rates): $$
Hotel Class:3 star — Courtyard by Marriott Kingston Highway 401 / Division Street 3*
Number of rooms: 128
Official Description (provided by the hotel):
Located conveniently off of Highway 401 between Montreal and Toronto, the Courtyard Marriott Kingston's brand new facilities (Including our brand new Water Slide!) are ideal to unwind and re-energize! Business Centre, the Bistro Lounge and Restaurant serving breakfast, dinner, and refreshments, our fabulous indoor pool, slide, fitness facilities, and interactive lobby are unique in Kingston. Benefit from the fabulous Marriott Rewards program each and every stay, and make sure to visit our GoBoard with directions and information on all of Kingston's going-ons! When the day is over, enjoy the comfort of our beautifully designed guestrooms and attentive service. Welcome to the Courtyard Kingston - it's a New Stay! ... more   less 
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Also Known As:
Courtyard By Marriott Kingston Hotel Kingston
Courtyard By Marriott Kingston Highway 401 / Division Street Ontario

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