This was our third choice for a hotel in Sudbury--both Marriott properties were fully booked. Unfortunately, out stay was marred by our check-in experience at the front desk. The teenage desk clerk was handling an elaborate multi-room reservation for a few weeks hence, but never once looked up to acknowledge us waiting, or to greet us, or to say she'd be with us in a minute. When at last our turn came, her first words were, "Are you checking in?"
When we asked her how much longer food was being served, she replied that she didn't know, and that we'd have to go and look, gesturing towards the lounge. As it turned out, the cut-off was 7:30 PM and we were about 15 minutes too late (that information should be displayed on the hotel website).
In fairness, in contrast to the sullenness that greeted us on arrival, the person who checked us out in the morning was enthusiastic, friendly, and helpful. When will hotels learn that that initial encounter on arrival, especially after ten hours of driving, is crucial to their reputation?
The other deficiency--laughable, though annoying for male guests--is that the toilet seat in our room would not stay upright. I left a note in the suite drawing attention to this problem, but when the manager contacted me for feedback after departure, she had not yet received it. I had mentioned the note in my reply to her but heard nothing more by way of followup. Again, an obvious gap in customer service.
Though everything else about Homewood Suites was all that it should have been, these negatives linger in my mind.
- Official Description (provided by the hotel):
- The Homewood Suites by Hilton, Sudbury is an upscale all suite residential style hotel conveniently situated at the southern gateway to the city of Sudbury. The Homewood Suites by Hilton offers a number of comforts from home such as full size refrigerator, dishwasher, two burner stove and microwave. Start your day with our complimentary Suite Start hot breakfast seven days a week, and Welcome Home reception Monday through Thursday evenings. Make yourself at home! ... more less
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- Also Known As:
- Homewood Suites Sudbury Ontario Hotel Sudbury