I was there in July and again in November, both times one of the elevator broke down for days and both times they had visiting sports team (soccer and hockey) which makes it very difficult to get to my room and back (I was on top floor). Rooms also have no safe which is an anomaly in modern day hotels. Staff was trying to be helpful to stow my laptop away but I eventually gave up since I had to leave it at front desk.
Dear jimmyw675,
We always strive to leave a lasting impression, so I apologize that your experience with us was just satisfactory. Your feedback is highly appreciated as it helps us identify our strengths and weaknesses and, ultimately, improve our services. Thank you for taking the time to share your review with us.
Sincerely,
Firass Ismail
General Manager
Awful hotel. My daughter had an event in Markham so I read a bunch of reviews before choosing this hotel. It’s basically a university residence—noisy hallways very late at night, loud music, etc with staff not doing anything. I had actually called twice (once the day before and once the day of) to make sure we’d be far from the elevators. When I checked in and saw that our room was so close that we were basically in the elevator, the employee at the front desk said there was nothing he could do and I should have called in advance (?!). FWIW, we are gold members and this request is something in our file.
I still hoped for the best but it was worse than I could have possibly anticipated. Zero stars.
Dear sheris799,
I'm sorry that noise pollution kept you from having a restful night's sleep; please forgive us. Your comfort is our highest priority, and I regret that we left you less than completely satisfied. Your feedback is welcomed as it allows us to monitor and improve the guest experience. Thank you for taking the time to share your review.
Sincerely,
Firass Ismail
General Manager
comfortable, clean and spacious room. amenities included as expected and facility is good shape. however service is not up to the standard. I asked to clean the room every day during my one week stay but they came for one clean only. I was disappointed that they tried to save money even after covid.
Dear mich502,
While it sounds like you had a lot to like about your stay, I am very sorry that we didn't exceed your expectations overall. I regret our breakdown with the servicing of your room. Your detailed feedback is appreciated as it helps us to focus on the areas that need our immediate attention for improvement. Please consider a return trip so we can provide you with a better experience.
Sincerely,
Firass Ismail
General Manager
DO NOT STAY HERE! Cathy Bas, the operations manager, manages the hotel like a circus and with fear on her staff. Her staff are equally incompetenent. This hotel is not customer oriented at all with very poor management, service and attitude. One of the two elevators has not been operational for months and the wait for the remaining one elevetor takes a long time. There are many hotels in the area or even next door. Do not stay in this one. It is also very overpriced!
Dear francisc938,
Thank you for your review. I’m sorry we didn’t provide the high-quality of service you deserve. This is not typical of our hotel and staff, and we have addressed the issues you mentioned. We try to make each guest experience a great one and we are sorry for falling short of this goal. Your satisfaction is important to us and we hope you’ll give us another opportunity to make your stay the best it can be.
Sincerely,
Firass Ismail
General Manager
Business brought me to the area and this establishment was centrally located.
It was apparent at check in that they had a lot of their customers were business travelers. This makes my concerns more abhorrent and egregious.
I was told thar due to weather issues, the televisions in the guest rooms were out of service. Understandable. There was no service for over 24 hrs. I am unsure why there was no communication or signage to reflect this dreadful reality.
Apparently, the weather and electrical issues were so significant that it burnt wires in the bistro area. They could not take any electronic payments. One had to pay cash or charge it to their room.
Later in the day, I stopped at the front desk to check the progress of the repairs. The verbal response, voice tone and facial expression/non-verbal communication that I received from the front desk team member was deplorable and derogatory. It's not like I was getting a credit on my bill for no television service. I was only asking because there was no communication or updates provided by management. Any posted communication would fix a lot ills and save many from asking the same question over and over again. Yet still no could or cared to explain why there was television service in the Bistro area.
The room itself was acceptable. And it's easy to tell that the roo.s are well worn. However, housekeeping needs to improve/revise their check list. It's a bit annoying reaching for a clean glass in the bathroom only to find both are stained and dirty.
Management and Leadership are missing the mark here.....in a big way.
Dear Perfect_Fan_Food_Ser,
We are sincerely sorry that the television service was interrupted due to the weather and that we did not properly communicate an update on the unfortunate situation. I greatly apologize that the incident beyond the control of our hotel negatively impacted your stay. Additionally, I apologize that you found our associates unhelpful. I regret that we were unable to provide you with the exceptional stay and service you’ve come to expect. We value your business and your loyalty to our brand. I appreciate your feedback as it allows us to positively impact future guest experiences. We hope to see you again.
Sincerely,
Firass Ismail
General Manager
