We recently stayed at the downtown location and booked a 2 bedroom suite, paying top rate for the room without complaint as we had several reasons for wanting a suite........ Upon check in we were told that our suite was ready but we would have to access each room from the hall. We had been bumped from our 2 bedroom suite and put in 2 separate 1 bedroom suites side by side. No one at the front desk seemed to understand that despite being the same floor plan they were NOT the same thing at all! We were told there would be an insultingly nominal price adjustment to our room rate for each night. Upon speaking at a later date to a manager I again had to explain the reasons why we were unhappy as we had been given the same floor plan! He offered to cover our parking expenses as well as the initial amount offered. Again I explained our reasons why the room was not what we expected nor was it what we wanted or were paying for the manager offered us a much more reasonable adjustment to our rate and I thanked him and shook hands and thought the issue was resolved. Imagine my surprise when upon receiving our check out bill it turns out I had been lied to and the adjustment was not what was promised. At this point we paid the bill and left without any more discussion as there seemed to be no sympathy with a situation that made our 4 night stay less enjoyable and was an admitted error on their part!
We will not be staying at this hotel in the future unfortunately as it is a great location and only moments from the university student we were there to visit, who by the way has 3-1/2 more years of school = 3-1/2 more years of visits.
The food at the complimentary buffet breakfast was sub par to say the least. The service on the other hand by the breakfast staff was wonderful. They were polite and helpful.
I could have overlooked the dated rooms and the lack of blankets or the constant noise well into the early morning from the hockey tournament parents and children staying on the same floor if my complaints had been dealt with in a more compassionate manner. I was quite simply told that an error had been made and the initial offer of compensation, which btw equalled about 7% of the room rate before tax, was very generous by industry standards.
I was not looking for a free ride or any kind of insane discount but I was looking to be treated as if I had a valid complaint. I did everything on my end right and was only looking to have my reservation fulfilled as ordered. Very, very disappointing experience!!!
My suggestion to anyone looking to book a 2 bedroom suite would be to call regularly prior to check in and confirm that this room is still available for them.
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- Also Known As:
- Residence Inn Ottawa Downtown Hotel Ottawa
- Ottawa Residence Inn