We stayed at the downtown location (behind the holiday inn) hotel is very nice and clean, as was our bachelor king room. I booked via phone and was put on hold for over 5 minutes. The lady I talked to was named Joann and wasn't overly professional. I had checked rooms and rates online and chose the bachelor king with a 'walk in shower and soaker tub and iPod docking station' I went to confirm this with Joann and she informed me that it only has a shower, which I was fine with, but didn't seem to care when I told her that their website stated differently. Check in was easy, the one elevvator had very slow closing doors. Our room was clean and still quite new looking. Our bed was horrible! Extremely hard, so hard in fact the carpet on the floor was softer (I'm not kidding, my back and hips hurts so bad I have to go to the chiropractor tomorrow) our room was top floor facing the lobby parking lot. Which was quite loud considering we were on the top floor and could hear people's conversations outside the lobby entrance. There is also a light that was over our window that no matter what we did, the light shone on our faces all night. There also seems to be an issue of lack of outlets as you had no outlet close enough to plug in the coffe maker. One of my biggest issue (other than the bed) was attempting to order room service. I called at 8:10 am (8 is when room service starts on Sunday) and the server wasn't inn yet but they'd have her call my room when she got in. At 8:30 she finally got in and called and wasn't very pleasant in the phone. By 9:00 I had my food that tasted delicious, but wasn't even warm. I had the waffles. The bill at the end of the stay was also frustrating. I can understand tourist levy and such, but charging 5% on that and then an ADDITIONAL 5% on top of everything, so we paid 10% gst on some charges! With that much extra charges you'd think they would have better beds.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Dear Valued Guest!
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We appreciate your feedback so that we can address your concerns.
Recently we have changed our website and there was definitely an error on it, that was also brought to my attention from the frontdesk agent you spoke to. We have changed the information that is currently on the site, so that it provides accurate information.
Also, I did speak to housekeeping in regards to the hardness of your bed. On our beds we put a mattress pad, and/or a "feather bed" that we add to the bed to make it softer.Obviously it was not on yours, not all beds have these "additions" on them, however upon request we can add or remove them if a client wishes. The JAX restaurant is managed separately from our hotel property, however your comments will be brought to their attention for future prompt customer service.
As far as the taxes that we charge, we have legal obligations from the government to charge them. There is a 5% GST charge a 4% Tourism Fee and 1% Destination Marketing Fee.
Again we appreciate your feedback!
This response is the subjective opinion of the management representative and not of TripAdvisor LLC