Check-in was not just unfriendly but rude, disconcerning and arrogant. The GM, to my understanding, is the night audit person (who checked me in). His son, who works mornings generally, takes after Dad and the Asst GM clearly needs a course in people skills.
I had central reservations call ahead as I didn't want a stressful check-in bc of the fact that I have a service animal. The Asst GM had said that there would be no issues when the call was received. The GM, who checked me in, put me in the most animal urinated-in room in the building. I explained that not only was this unacceptable but that I had also reserved a Queen-room with sitting area and this was NOT a Queen-room, it was
2 Doubles. I explained about the service dog laws in that you could not isolate a person with a service animal and restrict them to smelly "pet only"rooms. I asked him to please read the service dog laws in Ontario and he said he was "not interested". Then I was given keys to a Queen-room which I WAS TOLD was NOT a pet room and upon entering this room had no dial on the fridge to turn on up or off, still smelled of pet urine and had weather-stripping scotch-taped to the door that was falling off. I confronted the GM, in the room, explaining that this was indeed still a pet room and sub-standard quality. He had indeed lied and looked at the floor when I asked him why he had done so. He then said if I am not satisfied to check-out (this was at 12:30 am!). Followed by him agressively saying, "What do you want me to do? Show you all the rooms in the hotel?" I then just took the keys to the next available alternate room and called it a night. I was too afraid to voice anymore genuine concerns. When I woke-up the next day I explained to the younger gentleman (his son) that my toilet and bathtub were disgusting. Toilet looked like it hadn't been cleaned in 6 months, pubes and all. No microwave which I had booked. He said, if you're not happy then you need to leave. I was shocked that this hotel would deal with its genuine complaints in this manner despite its"guarantee"that is posted in the rooms. I was also informed by the son that no discount or resolution of any kind would be offered
to me.I have now filed a formal complaint with Customer Relations and have highly recommended that this property lose its franchise agreement. Also lots of noise as it is right beside the freeway.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC